Front Desk Reception – Workshop

Front Desk Reception – Workshop
  • 18th June 2019
    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
• complaints handling
• generating greater customer satisfaction and
• loyalty through maintaining a positive attitude

Learning outcomes:
• Appreciation of significance to the company
• 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 overview:

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

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 customer 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 Internationale

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Venue Phone: 0214024300

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