19 – 21 Apr 2011 | Surabaya

21 – 23 Sep 2011 | Yogyakarta

Course Overview

The role of Receptionist is an important one. Being often the first image of a business, a receptionist performance can often reflect upon the company. From the simple use of the telephone to call screening to make the client feel important, this course offers simple solutions to use within the real workplace. Solutions for common issues and also those that receptionist find challenging.

As the Receptionist can be the first point of call/business for your company it is important to provide solutions to help increase performance and skills within dealing with people both in person and via the phone.

This two days course will help increase solutions and improve techniques to become a better communicator. The training within this day course can help with body language and emotions, remembering names and faces, perception and stress release. As a workshop format you can also learn from others in the same position, share solutions and increase your ability within your workplace.

Objectives

• ·To acquire skills and practical knowledge in receptionist related scope of works
• ·To enhance receptionist ability and capability in service excellence, telephone skills and communication with internal and external people
• ·To learn skills needed for professional receptionist in maintaining a good image for a company.

Who Should Attend?

• ·New receptionists who want to learn best practice receptionist skills
• ·Experienced receptionists who want to refresh and update their skills
• ·Staff who provide temporary cover and support to the reception area

Course Content

The units you will be undertaking will enable you to respond appropriately to the needs of people and understand the level of professional customer service required as a Receptionist.

Subjects Include:

• ·Greeting/building rapport within seconds
• ·How to screen calls correctly
• ·Answering machines methods
• ·Receiving and making calls
• ·Professional telephone skills
• ·Complaint handling/ disarming clients
• ·Collecting messages correctly
• ·Communicating in the workplace
• ·Vocal use/word importance
• ·Responsibilities and duties
• ·Process and maintain workplace information
• ·Deliver a service to customers
• ·Questioning techniques
• ·Telephone essentials- Tips to increase performance
• ·Essential reception skills
• ·Body language signals

Within this course we develop communication skills, attitude, emotion control, customer complaint handling and many soft skills.

Course Leaders

Bun Sucento, MBA. M.Mgt. Chartered Marketer (CIM-UK)