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



Venue Phone: 0214024300

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