Receptionist Training in Customer Service
|
|
Suitable for:
Receptionists, Switchboard Operators, Secretaries,
Call Centre Operators, General office staff
|
|
| Course Duration: 1 day |
NQF LEVEL: 4 |
|
|
|
|
Frontline office employees are the window to your organisation – and often receive little or no training.
This highly motivational programme is designed to build the skills and enthusiasm that become a talking point amongst your customers. |
|
| Course content and outcomes: |
|
|
|
|
- Teamwork and the Service Chain
- Understand the 4 basic needs of every customer
- The importance of attitude & valuing yourself as a Frontline employee
- The competencies of a Frontline employee
- Effective communication as a Frontline employee
- The art of active listening
- Understanding the difference in handling inbound calls and handling outbound calls
- Effective probing when handling inbound calls
- Handling internal and external customer complaints
- Dealing with angry customers
|
 |
|
|
|
|
|
|
|
|
|
|
