Telephone Etiquette & Front Desk Excellence

1024-SS-COM-103

Duration

1 Day  |  In-house at your offices or live online  |  Minimum 5 delegates

Description

Your receptionist is your first impression. Equip front-line staff to answer, help and calm callers professionally. You can invest heavily in marketing and smart offices, yet a client’s lasting impression may come from one phone call. This motivational workshop gives receptionists, telephonists and call centre staff the communication, listening and conflict skills to handle every caller and visitor professionally.

Who should attend

Receptionists, telephonists, call centre agents, clerks and anyone who answers phones or greets customers.

What you’ll learn

• Answer queries correctly the first time
• Listen actively and communicate clearly with people at all levels
• Apply professional telephone and email etiquette
• Calm angry callers while staying composed
• Manage interruptions, visitors and callers waiting

Course topics

• Becoming positive about customers
• The communication process and its barriers
• Active listening and feedback
• Telephone, email and greeting etiquette
• Handling confrontation and angry callers
• Time, stress and personal impact

How it works

On-site: we train at your offices for a minimum of 5 delegates. You provide the venue and refreshments and 1024 Training supplies all workshop material.

Online: we train live and remotely for a minimum of 5 delegates, with all material supplied electronically.