To assist receptionists and office administrators in reaching goals and setting high standards in the smooth operation of the front office. This advanced receptionist workshop is geared toward a holistic view of the reception portfolio. The difference between a good and a great receptionist is conveyed.
Skills, Qualities and Attributes
How to realise our full potential. What should we expect of ourselves?
Identifying and Classifying Your Customers
An in-depth understanding of why we handle some people well and simply don't understand others. A module on personality profiling and how to effectively implement the knowledge, specifically related to management and colleagues.
Developing Your Role and Contribution
Finding direction through clear and objective goal setting. Theoretical and practical exercises.
Identifying Urgent Versus Important
How to prioritise effectively.
In-depth theoretical and practical exercises on how to acquire this essential skill.
The Key to Effective Written Communication
How to compile readable, concise and correct correspondence.
Effective Minute Taking
Recording and transcribing minutes with an emphasis on the action minute format.
Keeping an Effective Diary
The practicalities of this essential tool.
Maintaining Professionalism and Etiquette
Telephone Etiquette, and presentation of yourself and your company.
Additional Material for Leisure Reading
Practical advice on document storage systems.
Unit Standard Title
Understand the impact of customer service on a business
Efficiency is doing things right; effectiveness is doing the right things. ~ Peter Drucker
At the frontline, we need to do both!
In Frontline II (Advanced) training we focus mainly on the organisational and office aspect of the receptionist position.
A highly competent receptionist will be supremely organised as her competencies rely on her having information at her fingertips and considering the wide range of knowledge that is necessary for her to impart to her clients and colleagues, knowing how and where to access the knowledge is important.
In this workshop we concentrate on the setting of systems and procedures, smooth organisation of the receptionist office and the finer points of reception excellence.
Prices include VAT @ 15% All our full day open hosted workshops commence at 08:30 and end at 16:30. For inhouse workshops we will travel for anything between one and 16 delegates. All course material, lunch and refreshments are provided.