Company Name: BizTech Training (Pty) Ltd Telephone: 011 582 3333 Fax: 011 582 3301 Cell Phone: Email: trainingbiztech.co.za Website: www.biztech.co.za
Course Title: Professional Switchboard, Reception and Frontline Skills
Why is the most visible team in the company also often the least experienced, with little formal training? Switchboard, reception and front line employees handle the brunt of the company’s first impressions with their clients, and everybody knows that a poor first impression leaves the client doubting the credibility of the company as a whole, and possibly deciding to take their business elsewhere. Demanding clients in today’s high pressured business world have no patience for de-motivated ‘dullness’ in their first contact with potential service providers.
That is why BizTech offers this course to empower switchboard, reception and frontline personnel with the skills to excite and delight customers and impress management beyond their expectations.
The course covers the following key topics:
RECEPTIONIST & FRONTLINE SKILLS
Learn how to receive visitors professionally
Using appropriate greetings that are warm and welcoming
Tactful, courteous, and safe ways for handling visitors who have no appointments
Your role in company security
Understanding the distinction between 'service process' and 'service outcome'
Minimize interruptions caused by customers and co-workers in a tactful yet determined way
Image and Presentation - The Company's and yours
Showing empathy and understanding
Handling difficult people with diplomacy and tact
Handling over-friendly ‘chatty’ people with even more diplomacy and tact
Rephrase blunt communication for better results
Identify personal habits and behaviours that impede projection of a professional image
Understand the consequences of poor service
Problem solving without emotion
Stress management tips to stay motivated under pressure
PROFESSIONAL TELEPHONE SKILLS
Taking and making calls like a Pro – learn the process
The right way to greet, transfer, and hold calls
Taking messages & ensuring you get all the right information – the first time
Remaining calm irrespective of the caller’s behaviour
How to take control of the conversation politely and effectively
Establish caller’s needs through effective questioning
How to use active listening to eliminate misunderstanding
Screening calls and getting the information you need without offending
Make a lasting impression that makes callers want to call again
Telephone etiquette & emanating confidence
Perfecting audibility, enunciation and tone
Projecting energy, friendliness, and inspiring confidence with a positive voice tone
Controlling background noise & your environment
Maintaining control with multiple calls coming in
Outcomes:
Have clear understanding of business etiquette subtleties
Practice courtesy, tolerance and respect in any given situation
Project a predetermined image for maximum impact
Interact with confidence at all levels
Enhance your career prospects by becoming the best example for others to follow
Home 
Email Course to friend
biztech.co.za