Professional Receptionist Masterclass

Professional Receptionist Masterclass
Positioning yourself with the necessary skills to stay employed and be an asset to your employer

Public workshop dates:
● Randburg, Johannesburg: 18-19 Nov 2024
● Durbanville, Cape Town: 24-25 Oct 2024
● Pretoria: 23+25 Sep 2024

ONLINE workshop dates: 19-20 Sep| 18-19 Nov 2024

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 her a WhatsApp with the relevant information.
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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.

This 2-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, and we have added a few new topics to empower your receptionist to be able to handle all the various demands of the new workplace.

This two-day workshop aims to equip receptionists and front desk operators to be more productive and professional in the workplace and introduce important skills required to stay employed in the future place of work. Receptionists today, need to equip themselves with 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

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

·       Conflict Management

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

Who should attend?

·       Receptionists / Frontline staff

·       Call centre agents

·       Switchboard operators

·       Customer service representatives

PROGRAM OUTLINE

MODULE ONE - Tasks and Role of the Professional Receptionist - Refresher/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
·       Telephone Etiquette
·       Professional handling of Incoming and Outgoing Telephone Calls
·       Processing Incoming and Outgoing calls
·       Message-taking principles
·       The Phonetic Alphabet
·       The ten commandments of great customer service
·       Customers and why we need to keep them
·       Importance of Customer Focus
·       Identifying & Meeting Customer Needs
·       Attitude & Listening Skills
·       Dealing with Difficult Customers
·       Customer Service
·       Forbidden Phrases & Soft Language Skills
·       Dealing with difficult customers
·        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.

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NORMAL FEE: R5,500.00 (R6,325.00 incl. VAT) p/p.

Women’s Month special less R2,000.00 = R3,500.00 (R4,025.00 incl. VAT) p/p for all new registrations received and paid by 30 August 2024. T&Cs apply.

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.