Customer Care for the Receptionist

Objectives: To add value to the organisation’s image. Answer the telephone effectively. Draw out caller requirements. Take accurate messages. Use tact, discretion and initiative when dealing with telephone calls and visitors. Organise and complete reception registers.

Content: Role and Responsibilities

�� Key tasks and responsibilities; adding value to the organization’s image and product reputation; the

factors, which influence an organization’s image.

Through the Eyes of the Customer

�� What the customer needs and expects; striving for complete customer satisfaction.

Information Back-up

�� identifying the information needed to support a professional receptionist or telephonist.

Telephone Communication

�� Making and receiving telephone calls; maximizing the effectiveness of telephone responses; dealing with irate callers; using drills to draw out exact caller requirements; handling threatening calls calmly and efficiently.

The Reception Area

�� Designing and equipping the reception area; logging the constant flow of people and packages; designing registers for use in reception; identifying systems for self organization.

Security Arrangements

�� The eyes and ears of the company; feeding back vital information; enhancing company security.

Reception of Visitors

�� How to greet visitors; identifying visitors’ needs; talking to visitors; importance of body language and image; escorting and directing visitors; dealing with delays; dealing with difficult visitors; dealing with telephone calls and visitors simultaneously.

Action Plan

�� Participants plan and discuss what they will do on return to work.