Telephone and Reception Techniques

Objectives

Participants will be able to:

• understand the importance of the telephonist/receptionist in creating and maintaining the image of their organisation
• update their skills in handling callers and visitors to ensure courteous and efficient service at all times

Programme Outline

• The switchboard operator and the receptionist: two key customer service posts
• How to handle the flow of callers and visitors with speed and respect
• How to handle the interface between the switchboard and the departments
• How to keep control over tricky situations: absent colleagues, unwanted callers and visitors
• Handling complaints and other awkward customer service situations with courtesy and tact
• Saying the right thing: appropriate expressions in English and French

Who should attend?

All telephonists/receptionists.

Duration

6 hours

Fees

MUR8,000/- per participant