079 514 0037 info@prohas.co.za

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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