Receptionist and Frontline Training Workshop (1 Day)

Company Information

Company/Provider: Institute of Secretarial Studies

Email: Send Enquiry / Make A Booking

Telephone: +27 12 376 4282

Scott Street
South Africa

R 1290.00

Course Description

Course Overview:

First impressions last, and staff who work in any reception area are vital members of the corporate team. Their level of performance is invaluable to the overall success of an organisation. Covering all aspects of the role, from answering the telephone to dealing with visitors, this Receptionist Skills training course is suitable for anyone who works in a "front office" situation. A small investment in our one-day workshop Receptionist and Frontline Training Programme will deliver huge dividends in the form of a telephonist/receptionist that will do you proud in every dealing with your visitors, in person or by phone. Based on SAQA's Unit Standard ID 15234 NQF Level 5, 4 Credits.

Learning Content:

1. Telephone Techniques
2. Dealing with incoming calls.
3. How to sound confident, interested and helpful.
4. Outgoing calls.
5. How to deal with telephone calls and visitors simultaneously.
6. Complaint Handling
7. Establishing source of complaint.
8. Remaining polite and helpful.
9. Developing a Personal Commitment to Quality Service
10. Helping customers to make the right choice.
11. Discretion and tactfulness.
12. Communication Skills and How to Use Them
13. Examining the importance of body language and telephone behaviour.
14. The Importance of First Impressions
15. Projecting a professional image.
16. Using your voice.
17. How to remain calm and composed under pressure.
18. Customer Relations
19. What influences customer choice.
20. Understanding customer needs and attitudes.
21. Dealing with awkward customers on the telephone and face-to-face.


The course will take place over 1 day - 09:00 to 16:00 as follows:
19 February 2013 African Moon Conference Centre, Isando (Kempton Park) Gauteng
14 March 2013 Stone Lodge Conference Centre, Hartbeespoort North West
19 March 2013 Swan Lake Conference Centre, Centurion Gauteng
4 April 2013 Durbanville Conference Centre, Cape Town Cape Town
16 April 2013 The Square Boutique Hotel & Spa, Umhlanga Ridge, KZN Kwazulu Natal
7 May 2013 African Moon Conference Centre, Isando (Kempton Park) Gauteng
9 June 2013 Swan Lake Conference Centre, Centurion Gauteng


1 Day


For further information including availability and fees, please complete the enquiry form above or the booking form to make a booking.





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