[Home]
[Back
to Courses] [Front
Line Courses]
Switchboard and Reception Dynamics
(A 7-hour programme presented on one day or as two half-day
sessions)
This programme is ideal for personnel who are new to the position
or act as a relief as well as experienced staff who wish to up-grade existing
skills. The programme is skills based, practical and adapted to suit the
requirements of each delegate.
Role-plays and role-modelling exercises concentrate on situations
that are expected to be encountered at the switchboard or in reception and
examples of effective answers for difficult calls – utilising information
about the specific products or services of delegates – are incorporated.
The objective of the training is to prepare delegates to be able to
use the practical communication skills in the work environment even when working
under pressure and also to assist delegates to understand the vital importance
of their function. This programme is adapted according to whether delegates
perform both a switchboard and reception function or only work in one of these
areas.
Programme Content:
-
What are your responsibilities when manning the switchboard or
reception area?
-
A look at what service external clients of your company demand and
examples of how to eliminate bad service that internal and external clients
could experience from your division.
-
Efficient answering techniques to ensure that calls are answered
promptly and skills to ensure that your greeting is always warm and
welcoming.
-
Dynamic vocabulary and techniques that will ensure that clients or
prospects feel that their call is welcomed and that they are receiving
service excellence during every telephone encounter with you.
-
How to use a positive and motivated voice tone at all times.
-
Skills that will assist you to quickly build a positive
relationship with your clients or prospects on the telephone.
-
Why it is necessary to practice effective communication skills and
monitor your performance to ensure that you are utilising the most
productive techniques during every conversation.
-
How to build effective questions into your conversation so that you
can quickly establish the caller's needs and route calls efficiently to the
correct extensions.
-
Professional message-taking and transfer skills.
-
How to prevent and if necessary diffuse conflict and calm an angry,
frustrated or irritated caller.
-
How to keep your conversations short and concise yet warm and
positive.
-
Some tips that will assist you to become or remain self-motivated
even when you are having a stressful day.
-
Safety, security and confidentiality.
-
A strategy for you to implement to eliminate the factors that are
preventing you from being as effective as you can be in your work.
-
A strategy to ensure that your skills measure up to the high
standard that is demanded in your industry.
Programme Originator: Renett Estelle Grové
| 