OVERVIEW

This training is specifically designed to answer the phone and other important questions for those who work as organization’s first impressions representative at the front desk. In addition to learn the elements of effective verbal and visual communication, participants will find out how to expertly satisfy even the most demanding.

OBJECTIVES

 The course provides practical call handling training, teaching participants’ telephone techniques and skills to confidently answer calls, as well as how to constructively respond to customer telephone enquiries and handle customer complaints.

 

Key objectives of the telephone training course are to:

  • Answer and make telephone calls in a professional manner
  • Learn techniques to efficiently respond to a customer call
  • Build rapport with the customer and satisfy their needs quickly
  • Handle a customer’s concern or complaint, with empathy and understanding

COURSE CONTENT

Day 1

  • Introduction and course overview
  • Exercise : Getting to know you
  • The role of receptionist

Day 2

  • Customer service principals
  • Communication
  • Questioning Techniques
  • Telephone skills

Day 3

  • The factors of voice
  • Professional Handling of incoming calls
  • Listening skills

Day 4

Outbound Activities Aimed At Improving:

  • Communication
  • Teamwork
  • Confidence
  • Motivation

Day 5

  • Professional handling incoming calls
  • Telephone work – Standards monitoring checklist
  • Assertiveness
  • Post Training Test

*Certificates

WHO SHOULD ATTEND

  • All receptionists,
  • front line personnel
  • relief receptionists.
  • Others interested

METHODOLOGY

  • Face To Face
  • Role playing
  • Post session assessment
  • Video presentation
  • Case study

PERIOD

5 working days

LANGUAGE

  • English
  • Tetun
  • Indonesia