Company Name: Simphumelele-Zacron and NORCAZ Academy Telephone: Fax: Cell Phone: Email: eventszacron.co.za Website:

Course Title:   Front Desk Excellence for WOW Customer Service

Providing EXCELLENT Telephone and Receptionist Skills for WOW Customer Service

Walk Away with:

- A clear understanding of how YOU contribute to the company’s success
- Feel great, look great, ACT great!
- Customised key responsibility areas that contribute to your success
- Key performance indicators that reflect the reality of your position.

PROGRAMME OVERVIEW

DAY 1:

MY ROLE AS RECEPTIONIST / TELEPHONIST/ FRONT DESK OPERATOR
- What is my role as front desk operator / receptionist / telephonist?
- Why should I be nice / civil to anybody?
- The importance of attitude in my role
- Developing daily behaviours to be the best I can be
- Grooming myself for success
- Creating key responsibility indicators that reflect the importance of the front desk / reception desk

DAY 2:

MY CUSTOMERS & WOW SERVICE
- Who is my customer?
- Self Management skills
- Telephone skills
- Time management
- Writing skills - effective writing
- Setting Benchmarks for my role
- Setting GOALS for Continuous Improvement

LEARNING OUTCOMES
- Developing a thorough understanding of the definition of ‘The Customer’
- Displaying a Customer focused attitude
- Taking responsibility for your workspace
- Inviting Customers into the business with your superior

TELEPHONE SKILLS
- Developing an understanding of Customer Requirements by

LISTENING
- Taking pride in displaying courtesy and civility

WHO SHOULD ATTEND?

Everybody in the company who answers a telephone including:
Front Desk personnel - Team Leaders and Supervisors - Training and Development Managers
Administrative personnel - Personal Assistants - Receptionists - Customer Service Managers
Help Desk Managers - Communication Managers - HR Consultants

Course Title 2 Front Desk Excellence for WOW Customer Service Classification Secretarial -> Receptionist Course Requirements Price Fee: R3,350.00 excl. VAT (R3,819.00 incl. VAT) Group booking for 5 delegates: R14,750.00 excl. VAT (R16,815.00 incl. VAT) In-House Group Booking 10 delegates: R25,000.00 excl. VAT (R28,500.00 incl. VAT) (Group bookings and in-house bookings are payable at registration) Notes Starting Dates: 1-2 February and 22-23 March 2011

Course Information Location Western Cape - Cape Town Course Type Workshop Start Dates See notes above Length of Course 2 days Final Registration Date

Contact Details Name Ronell Phone 073 291 0450 Email eventszacron.co.za