Professional Telephonist Receptionist Skills

First impressions last

The first 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 their interactions with your clients can determine your success or failure.

Is your receptionist up to scratch?

You may have invested in an outstanding marketing campaign, spent money on your reception area and offices, but the first - and sometimes most 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.

Frontline staff deal with a lot of stress and pressure

• How to become positive about clients
  • Learn how your own attitudes and choices can influence the client's perception of you and your business
  • The principles of customer service
  • What do customers expect from you?
  • How to answer questions and deal with queries right the first time
• How to listen actively and communicate effectively with everyone
  • Learn to communicate efficiently with all levels of internal and external customers
  • How to really listen
  • Tips for being a great receptionist
  • Ten tips to greet customers
  • Telephone etiquette and powerful telephone tips
  • How to communicate effectively face to face and in writing

Improved inter-personal skills

• How to deal with difficult customers
• How to calm down angry people and remain calm and rational yourself
• How to deal with the stress of your job and remain positive and enthusiastic
• How to manage your time to deal with interruptions, visitors, callers waiting
• Why appearance is important

Who should attend?

• Telephonists
• Clerks
• Receptionists
• Secretaries
• Call Centre Operators
• Anyone who uses a telephone, or has face-to-face dealing with customers

Training approach

Our courses use interactive tools that allow learners to learn by doing.

The experience for learners is fun, rewarding, lasting and integrative, whilst employers are assured of a high return on investment in training.

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. 

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.