Receptionist Training in Customer Service
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Suitable for:
Receptionists, Switchboard Operators, Secretaries,
Call Centre Operators, General office staff
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Course Duration: 1 day |
NQF LEVEL: 4 |
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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. |
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Course content and outcomes: |
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- 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
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