Front Office – Telephone
What will be covered?
- Front Office Module
Setting, monitoring and maintaining
Housekeeping standards
Appropriate security protocols
Service levels
Taking corrective action in response to deviations
Customer service standards expected of frontline staff
How to meet and exceed expectations - Telephone Module
Switchboard techniques and principles
Telephone etiquette and body language
How to prepare for outgoing phone calls
Processing incoming and outgoing calls professionally and efficiently
Protocols for transferring calls, placing callers on hold and message taking
Questions to ask that will assist, inform and direct callers
Creating the right impression to internal and external customers
How to manage an upset or angry caller
How to behave towards abusive callers
Duration
2 Days
Certification
Certificate on completion
Price on request
Minimum Delegates – 6
Maximum Delegates – 15
COURSE ENQUIRY
NOTES
On-Site Training Requirement
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