The front office of any organization is the first contact point by customers and suppliers and most other stakeholders. The telephone is another critical contact point between organizations and outsiders. It is important to emphasize that there is no second chance of making the first impression therefore, this course is a prerequisite for those who have direct dealings with outsiders in an organization.

Learning Objectives:

At the end of this session, participants will be able to:

• Recognize the importance of acknowledging callers and keeping them informed of reasons for delays
• Describe standard telephone etiquette on answering calls, transferring calls and making calls
• Prepare all necessary documentation and equipment prior to making outgoing calls
• Decide whether to transfer a call to another person or help the person themselves
• Ask probing questions to find out the purpose of the call, and transfer to another person who might be more able to assist
• Take messages for others
• Decide whether to take a detailed message, or to have the customer called back by an appropriate person
• Deal with incoming and outgoing calls in a polite manner
• Deal with calls quickly and politely, keeping other calls holding as little as possible
• Recognize their role as front desk operator / receptionist / telephonist
• Demonstrate the importance of attitude in their role
• Create key responsibility indicators that reflect the importance of the front desk / reception desk
• Invite customers into the business with your superior telephone skills.

Course Outline

• Professional telephone etiquette and mannerism
• Using your voice and language skills effectively
• Sharpening listening skills
• Taking messages correctly
• Transferring calls appropriately
• Dealing with objections tactfully
• The necessities to have at hand for effective/prompt delivery
• Professionalism and company image
• Customer expectancies
• Personal accountability