Reception & Telephone Etiquette
(2 Days)
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- Reception & Telephone Etiquette (2 Days)
The course is also appropriate for receptionists and call center staff. The receptionist’s telephone skills is the first impression customers have of your business. Ensure your receptionist or call centre agent creates a professional impression of your company.
Day 01
- Self Awareness
- Monitor the maintenance of the reception area
- Attitude and aptitude
- Positional negotiation strategy
- Telephone etiquette and customer service
- Understanding different personalities
- Answering / accepting the call/ the number of rings
- The greeting
- Effective communication skills
- Professional speech / choice of words
- Language
- Articulation
- Voice control
- Transferring calls
Day 02
- Using a switchboard
- Taking messages
- Distribution of messages
- Ending calls
- Listening skills
- Dealing with abusive callers
- Confidential information
- Telephone answering simulation
- Summative assessment