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Advanced Switchboard and/or Reception Dynamics

(Depending on the skills level of delegates, this is a full-day or a half-day programme)

Since this programme builds on techniques acquired during the programme entitled: “Switchboard and Reception Dynamics”, it is advisable for delegates to only attend this programme after attending: “Switchboard and Reception Dynamics”. If required, a customised 2-hour version of “Switchboard and Reception Dynamics” can be presented if a delegate is already using effective front-line skills and it is believed he/she should immediately attend Advanced Switchboard and/or Reception Dynamics”.

This programme is adapted according to whether delegates perform both switchboard and reception functions or only work in one of these areas.

Programme Content:

• What is now expected in this technological age from the Frontline?

• Advanced skills for maintaining control while manning a busy switchboard and/or reception area

• How to always present a positive image and service excellence despite language barriers and other diversity

• More about how to prevent, and when necessary diffuse, conflict

• How to build and maintain positive relationships with your Internal Clients

• Why should the switchboard and reception division house the most effective team in the company and what skills are necessary for being a part of that winning team

• How to ensure that your relief team also consistently reflect the most effective image when you leave the FRONT OFFICE in their care

• Self-motivation skills

• A strategy to ensure that your skills measure up to the high standard that is demanded in your industry.

Programme Originator: Renett Estelle Grové

Copyright © 2008
Last modified: 09 June 2008