This workshop will equip you with the essentials for answering the telephone professionally and projecting a professional image at reception. Answer that phone in 3 rings…..learn how to handle the difficult customer with tact, selling over the telephone …and much more!!

Included in the course are the following topics:

Telephone Etiquette

• The telephone is the first point of contact.
• Sales techniques on the telephone.
• Powerful telephone techniques.
• Answer the phone in three rings.
• Use your voice effectively - smile when you answer that phone.
• Adequate preparation before calling or answering that call.
• Courtesy and respect at all times - respect the client's time.
• Tone of voice.
• Listen actively.
• Be assertive rather than aggressive.
• Controlling calls and transferring and placing calls on hold - taking messages.
• Handling dissatisfied callers.
• A telephone users rights.

Improving professionalism at the Front Desk

• The benefits of being professional at reception.
• Preparing you reception area, and organizing your workspace.
• Hospitality excellence at the front desk.
• Going the extra mile.
• Handling busy situations at reception.
• How to handle the difficult or irate customer.
• Client service.
• How to speak to customers.
• Project a professional Image