Company Name: TRAINYOUCAN CC Telephone: Fax: Cell Phone: Email: infotrainyoucan.co.za Website:

Course Title:   Receptionist and Frontline Excellence Workshop

First impressions last, and staff who work in any reception area are vital members of the corporate team.

COURSE CONTENT

1. Telephone Techniques
2. Dealing with incoming calls.
3. How to sound confident, interested and helpful.
4. Outgoing calls.
5. How to deal with telephone calls and visitors simultaneously.
6. Complaint Handling
7. Establishing source of complaint.
8. Remaining polite and helpful.
9. Developing a Personal Commitment to Quality Service
10. Helping customers to make the right choice.
11. Discretion and tactfulness
12. Communication Skills and How to Use Them
13. Examining the importance of body language and telephone behaviour.
14. The Importance of First Impressions
15. Projecting a professional image.
16. Using your voice.
17. How to remain calm and composed under pressure.
18. Customer Relations
19. What influences customer choice.
20. Understanding customer needs and attitudes.
21. Dealing with awkward customers on the telephone and face-to-face

Course Title 2 Receptionist and Frontline Excellence Workshop Classification Secretarial -> Receptionist Course Requirements Price Notes

Course Information Location Kwazulu Natal - Durban Course Type Full-time Start Dates 30 March 2010 Length of Course 1 day Final Registration Date 23 March 2010

Contact Details Name Hedwig Phone 076 482 6099 Email infotrainyoucon.co.za