Professional Receptionist Masterclass

INTRODUCTION

Today's receptionists, front desk operators, and office support staff are often asked to take on more and more demands. They are required to make decisions, solve problems, handle safety concerns, and communicate with professionals at all levels. Dealing with customers and keeping them happy and informed have become an important part of their daily tasks.

This 3-day interactive course will help prepare your receptionist for any new demands thrown their way and to always remember that they can make or break potential business with clients. This course is not for beginners. We have added a few new topics to empower your receptionist to be able to handle all the various demands of the new workplace and to look at some of the necessary skills required to enhance their careers in the new place of work.

This three-day workshop aims to equip receptionists and front desk operators to be more productive and professional in the workplace and introduce important skills that will be required to stay employed in the future place of work. Receptionists today, need to equip themselves with the necessary skills that machines cannot do!

The role of the receptionist / front desk operator has changed dramatically over the past few years, and these are the jewels and gems in your company that can make or break the professional image you would like to project to current or potential customers.

NEWLY ADDED TOPICS

·       21^st Century skills needed for receptionists

·       Dealing with different personality types

·       Introduction to Emotional Intelligence: A necessary skill for the 21^st Century Workplace

·       Conflict Management

·        7 Habits of Highly Effective People and how to apply it.

·        The world of customer service excellence

·        Importance of setting personal and career goals

·        Work-life balance

Value-add: How to take care of yourself so you can take care of your customers

 Who should attend?
·       Receptionists / Frontline staff
·       Call centre agents / Switchboard operators
·       Customer service representatives

PROGRAMME OUTLINE

MODULE ONE - Tasks and Role of the Professional Receptionist - Overview

During this Module, we will do an overview of generic receptionist tasks, which will include:

·       Telephone etiquette and answering procedures

·       Telephone skills and the impact of professionalism

·       Etiquette in business - impeccable behaviour

·       Different forms of address

·       Ethics, trust, and integrity

·       Professional image: personal vs. professional life

·       Rules of communication

·       Handling of incoming and outgoing telephone calls

·       Message-taking principles

·       The phonetic alphabet

·       Attitude and listening skills

·       Forbidden phrases and soft language skills

·       Guidelines on gifts

·       Conversations at work

MODULE TWO - Securing the Future of the Professional Receptionist

In this module, we will discuss and explain the importance of positioning yourself for the future workplace. It is important to equip yourself with the necessary skills required to be an asset to your employer and to ensure that you stay employed in the future.

Equip yourself with skills that machines cannot do!
·       21^st Century skills needed for receptionists
·       Dealing with different personality types
·       Emotional Intelligence: A necessary skill for the 21^st Century workplace
·       Conflict management
·       7 Habits of Highly Effective People and how to apply it
·       Importance of setting personal and career goals

Value-add: Before taking care of your customers, you need to be taking care of YOU.

How to take care of yourself so you can take care of your customers:

·        Prioritising your own well-being allows you to be more present, empathetic, and productive in your interactions with customers. 

·        Taking care of yourself is not selfish; it's a necessary foundation for providing exceptional customer service and maintaining a healthy work-life balance (Module 4).

Importance of setting personal and career goals

MODULE 3

The world of Customer Service Excellence

·       Quality 5-Star customer service

·       The ten commandments of great customer service

·       Excellence in customer service and what it looks like

·       Concepts of customer care and the customer decision process

·       The psychology of customer care - an outline

·       How do we lose customers?

·       Why do we need to keep our customers?

·       Importance of customer focus

·       Dealing with criticism, controlling anger and aggression

·       Identifying and meeting customer needs

MODULE 4: Work-life balance

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NORMAL FEE: R6,800.00 (R7,752.00 incl. VAT) p/p.

Duration: 3 days

Online sessions less R1,500.00 p/p = R5,300.00 (R6,095.00 incl. VAT).

ENQUIRIES: For in-house group bookings, a registration form, or any other enquiries, please e-mail Ronell at: events@telg.co.za or contact her on 067 317 9388 or send a WhatsApp with the relevant details.
All training invoices are payable 10 days prior to the start of the workshop.