Duration: 1 day

The Receptionist or Telephonist is the face and voice of your organisation. 

The perception a client or potential client has of your company is often determined by their initial contact with the receptionist or telephonist. For this reason it is essential that the importance of the role of the receptionist/telephonist be recognised and that he/she be fully equipped to deal effectively with callers and visitors. 

Course outline 

Telephone Skills

• What Customers want 
• Greeting 
• The use of voice 
• Iinstilling Confidence
• Dealing with angry Customers

Reception Skills

• Receiving visitors in a professional manner, including a warm and appropriate greeting.
• Tactful ways of handling visitors who do not have appointments / tactfully dealing with difficult people.
• Image presentation - their own and the company's, including identifying personal habits/behaviours that do not reflect a professional image.
• Understanding consequences of poor service.
• Understanding their role in company security.
• Being able to "sell" products and services with credibility.