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| Front Foot Strategic Consulting has been awarded accreditation status as a provider of Education and Training in terms of the South African Qualification Authority Act. |
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| DETAILS |
Date and Venue:
No future dates have been scheduled for this workshop. Please contact us for more information. |
Maps:
Click Here |
Time:
08:30 |
Duration:
1 Day |
Cost Per Delegate:
| R1 950.00 |
ex VAT |
| R2 223.00 |
incl VAT |
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Surcharges:
R50 per delegate, per day for Strictly Halaal and Kosher Meals |
Group Bookings:
Bookings of 2 or more delegates qualify for a 10% discount. |
Out-of-town Delegates:
If you are flying in from out-of-town in order to attend, we will give you a 15% discount on the cost of the workshop.
Contact us to find out more. |
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| IN HOUSE |
This workshop is also available under Front Foot’s in-house menu.
Front Foot is proud to offer you a comprehensive array of customised in-house training solutions that are focused on your unique business needs. For more information in this regard, please contact us. |
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| IS YOUR RECEPTIONIST UP TO SCRATCH? |
First impressions are critical to future business success
You may have invested in an outstanding marketing campaign, spent money on your reception area and offices, but the first and perhaps lasting impression your existing or potential clients form of your business could be determined solely by their interaction with your receptionist or call centre staff. These members of your team are your frontline attack in today’s highly competitive business environment and as they interface directly with your clients, your success or failure can sometimes rest solely in their hands.
Frontline staff deal with a lot of stress and pressure
This workshop is your opportunity to ensure that your frontline staff are equipped with the skills, techniques and knowledge to deal effectively and efficiently with your customer, exceeding their expectations and ensuring that your business has the reputation of delivering exceptional customer service. The workshop focuses on customer care, understanding the customer’s needs and techniques for dealing effectively with difficult or angry customers. It will also equip delegates with the knowledge and skills to handle stress, pressure and to remain calm and rational under difficult circumstances, dealing with questions and complaints right the first time. |
| REGISTER NOW |
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OUR PRESENTER :: ELMARIE PRETORIUS
Front Foot courses are compiled and presented by subject matter experts and industry specialists to ensure the highest and most current standard of excellence in all our workshops and training |
| Ms Elmarie Pretorius obtained a BA degree in Communications from the University of Potchefstroom and started her career as Public Relations Officer for Toyota Marketing. She held various marketing positions and steadily climbed the corporate ladder. At the age of 34 she was appointed Managing Director of Primedia Publishing, a position she held for 3 years, before accepting the challenge of CEO of Cinemark.
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| After 21 successful years in the publicity, media and marketing industries Elmarie’s passion for business and people in particular has led her to apply her extensive experience to the designing and delivery of innovative business and people solutions through strategic training interventions. |
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| TRAINING METHODOLOGY |
| A highly motivational workshop the Professional Receptionist Telephonist Skills will deal with the principles of customer care and the steps needed to ensure effective communication with all internal and external customers. It will deal with the issue of diversity, active listening and how to successfully have a difficult conversation and deal with complaints and queries. The second part of the workshop will be devoted to the practical implementation of the principles learned in the first session, focusing on role-plays and mock telephone conversations ensuring that the delegates will be able to return to work equipped with the practical tools to improve their level of customer satisfaction. |
| WHO SHOULD ATTEND |
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Telephonists |
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Clerks |
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Receptionists |
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Secretaries |
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Call Centre Operators |
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Anyone who uses a telephone, or has face-to-face dealing with customers |
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| ONE DAY WORKSHOP OUTLINE |
| How to become positive about clients |
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Learn how your own attitudes and choices can influence the client’s perception of you and your business |
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The principles of customer service |
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What do customers expect from you? |
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How to answer questions and deal with queries right the first time |
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| How to listen actively and communicate effectively with everyone |
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Learn to communicate efficiently with all levels of internal and external customers |
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How to really listen |
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Tips for being a great receptionist |
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Ten tips to greet customers |
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Telephone etiquette and powerful telephone tips |
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How to communicate effectively face to face and in writing |
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| Improved inter-personal skills |
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How to deal with difficult customers |
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How to calm down angry people and remain calm and rational yourself |
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How to deal with the stress of your job and remain positive and enthusiastic |
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How to manage your time to deal with interruptions, visitors, callers waiting |
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Why appearance is important |
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