Front Desk Reception and Email Correspondence – Workshop

Front Desk Reception and Email Correspondence – Workshop
  • 8th November 2018
    08:30 - 15:45

The receptionist is the “window of the company” and has one chance at creating the right impression in person, over the telephone or via e-mail.

This workshop will enable participants to increase their effectiveness in projecting a professional image, relationship building, information exchange, active listening, complaint handling and generating greater customer satisfaction and loyalty through maintaining a positive attitude.

Learning outcomes:
• Appreciation of significance to the company
• Awareness of importance of a good first impression
• Increase motivation and encouragement
• Motivation to achieve excellent results consistently
• Tools to aid in performance of duties as receptionists
• Telephone techniques
• Email techniques
• Effective Communication skills
• Importance of taking ownership and responsibility
• General business etiquette

Course content:
• Image and Presentation – the Company’s and Yours
• Promote efficiency and professionalism
• Understand the role, functions and requirements at the front desk
• Appreciation of your significance to the company
• Increase confidence and self-esteem

Communication Skills
• Analyse how we are perceived when we communicate
• What contributes to positive speech and body language behaviours
• Benefits of asking the right questions to provide good customer service
• Develop listening skills and consider listening barriers
• Identify behaviours to develop and build rapport

Telephone Techniques and Email Communication
• Telephone procedures: promptness in answering calls, vocal tone, proactive questioning
• Call screening, message taking and dealing with busy boards
• Effective methods of balancing courtesy and assertiveness
• Email correspondence – tips, techniques, formality vs. in profitability

Customer Service
• Understand the importance of meeting (and exceeding) customer expectations
• Identify the “impression points” of the business and how to enhance them
• Techniques in handling customers’ complaints or anger to ensure a positive outcome
• Recognise what is required for the perception of service excellence

Event organiser: Helga Smit on 021 402 4300 or email

Speaker profile: VETTA Communication

No refunds for cancellations or no shows within 48 hours of the event.

Don't want to book online? Call us on 021 402 4300.

Member tickets are for paid-up members of the Chamber, and not just registered users of the website.

The Chamber reserves the Right of Admission.

Price Qty*
Members R1,110.00 (ZAR)*  
Non-members R1,715.00 (ZAR)*  

* price includes taxes

Please note that ticket prices include VAT.



Venue Phone: 0214024300

33 Martin Hammerschlag Way, Foreshore, Cape Town, Western Cape, 8001, South Africa