PET/Professional Telephone and Reception Skills – How to Enhance the Face of Your Company

PET Professional Telephone and Reception Skills – How to Enhance the Face of Your Company (15^th – 16^th February 2024)

About the Programme

“Who is calling?”  – Customer, user, supplier, colleague, the boss, competitor, mate etc.  Several phone lines are ringing, lights on the phone are blinking, and co-workers are asking questions.  At the same time a customer who has appeared at the reception has to be attended to.  How does the person manning the front desk of an office or business handle several people simultaneously with professionalism and poise?  How front desk staff uses their telephone and reception skills can make a difference to the image of the organization.

This two-day course has been designed to answer this and other important questions for those who work as an organization’s first-impression representative at the front desk.

Course Objectives

• Participants will learn the components of a professional image.
• Participants will be able to identify personal habits and behaviours that impede projection of a professional image.

• Participants will appreciate that their work space is an extension of themselves and should reflect a professional image as well.
• Participants will build good customer relations and project their organization in a

Professional manner.

Course Benefits

At the end of the programme, participants will gain increased confidence in managing telephone communication with clarity, accuracy and courtesy.  They will also improve upon their verbal communication and body language with those they meet face to face.

Course Content

• The Importance of Customer Service
• Features of A Professional Image
  • Behaviours and habits that destroy personal and corporate image
  • Your role in representing your company
  • Defining your customers and your responsibilities to them
  • Maintaining a positive attitude
  • Welcoming visitors in a professional manner
  • Handling unwanted visitors
• The vital importance of first and last impressions
• How to convey a positive image over the phone
  • Your voice – what does it tell the caller about your company
  • The importance of clarity and brevity
  • Receiving, planning and redirecting calls
  • Screening calls – handling unwanted calls
  • Getting the most from enquiries
• Professional Communication Skills
  • Winning with words
  • Beyond words – what the body says
  • Understanding the need for good listening skills
  • Successful questioning techniques
• Handling Difficult People with Diplomacy and Tact
• Managing Stress Resulting from Handling Difficult People
• Developing Confidence and Self-esteem

Duration:   Two (2) Days

Fees: –  Two Thousand One Hundred Ghana Cedis (GH¢2,100.00) per participant.

Venue: Miklin Hotel

Who Should Attend

This programme is suitable for Customer Service Officers, Telephonist and Receptionist, Frontline Staff, Call Center Staff, Secretaries and anyone who come into contact with clients

or customers of an organization.