Receptionists and telephonists are key members of the team in any organisation. Their role is crucial because they are usually the first point of contact and they create the first impression. They can influence whether or not callers favour your company and whether or not they will return.

This practical course will be especially beneficial to staff who have a front desk position or anybody who answers the telephone.

 Upon completion of this course, you will be equipped with knowledge and tools that enable you to:

• Understand the Receptionists role
• Present the right image
• Deal with difficult people and handle complaints effectively
• Improve your listening skills

This course has been designed to provide participants with the knowledge and skills to be able to handle telephone calls in a professional and efficient manner. It will allow delegates to identify and demonstrate effective telephone techniques in answering and transferring calls as well as dealing with difficult callers.  It also covers areas of efficient time utilisation and priority management.

This course will be of benefit to all members of an organisation.  Everybody has to interact with other people, be they customers, suppliers or colleagues.  To do this professionally requires good quality training in the requisite use of the telephone.

A single telephone call is the start of most sales, whether large or small. This course has been designed to develop your skills in the marketing and selling of goods and services by means of the telephone.

This course will be of benefit to anyone who works in telemarketing, telesales or telephone based customer services; and will be of particular interest to telemarketing campaign planners, telephone skills trainers as well as tele-service operators.