Reception and Telephone Etiquette

• Stress the importance of acknowledging callers and keeping them informed of reasons for delays
• Describe standard telephone etiquette on answering calls, transferring calls and making calls
• Prepare all necessary documentation and equipment prior to making outgoing calls
• Ask probing questions to find out the purpose of the call, and transfer to another person who might be more able to assist.
• Taking messages for others
• Deal with incoming and outgoing calls in a polite manner
• Deal with calls quickly and politely, keeping other calls holding as little as possible
• What is my role as front desk operator / receptionist / telephonist?
• The importance of attitude in my role

CONTENT

Monitor and control the reception area 

• Self-Awareness
• Monitor the maintenance of the reception area
• Housekeeping operations are maintained
• Areas not meeting the required standards
• Actions and procedures required to rectify substandard areas

Monitor the presentation of the reception area 

• Presentation of reception area
• Areas of non-conformance
• Remedial actions

Monitor the implementation of security procedures in reception area

• Brief staff on security procedures
• Visitors’ cards and permits
• Firearm procedures
• Discrepancies and problems

Understanding customers

• Attitude and aptitude
• Telephone etiquette and customer service
• Understanding different personalities

Using the telephone with confidence

• Answering / accepting the call/ the number of rings
• The greeting
• Effective communication skills
• Professional speech / choice of words
• Language
• Articulation
• Voice control
• Transferring calls

Telephone techniques and skills

• Using a switchboard
• Taking messages
• Distribution of messages
• Ending calls
• Listening skills
• Dealing with abusive callers
• Confidential information
• Telephone answering simulation
• Summative assessment

FOR WHOM:

Customer Service Staff, Receptionist, Front-Desk Officers, Administrators, Call Handlers, Telemarketers, Supervisors, Team Leaders, Managers.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.