Frontline Professionalism
Learning Objective
To create understanding of how vital your role is in projecting a professional, business-friendly image of yourself and the organisation you work for. To provide you with the knowledge and skills to be a competent professional when dealing with callers on the phone and visitors, face-to-face.
Target Audience
Receptionists and staff who ‘fill in’ for the receptionist or anyone whose job involves a high level of customer contact on the telephone.
Content
First impressions
Understanding the impact of impressions and perceptions and why it is vital to project a professional, business-friendly image.
Frontline responsibilities
Greeting and screening visitors, the reception environment, being pro-active and having a business-friendly mindset.
Telephone techniques
Answering professionally, screening and directing calls, taking complete messages, transferring calls and dealing with foreign accent callers.
Attitude & professionalism
Importance of a good work ethic, using initiative, being willing to accept responsibility and having a can-do attitude when dealing with internal and external customers.
Customer focus
Building rapport, establishing needs, effective listening skills, being proactive and following up.
Vocal impact
Positive wording, effective use of voice, what to say, how to say it – tone, pace, pitch, slash-the-slang and voice improvement exercises.
Remaining professional under pressure
Prioritising, controlling the call, handling complaints and dealing with difficult people.
Personal image
Guidelines on business dress and grooming.
Duration: 1 full day
Max group size: 10
Available: in-house or public workshop
