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OBJECTIVEThe course is also appropriate for
receptionists and call centre sta�. The
receptionist's telephone skills is the first
impression customers have of any
business.
RECEPTION & TELEPHONE ETIQUETTE R
TE
S10
1
www.crestwoodcollege.com
Module one: Monitor and control the reception area
Course Outline
Ÿ Actions and procedures required to rectify substandard areas
Ÿ Brief sta� on security procedures
Ÿ Firearm procedures
Ÿ Self Awareness
Ÿ Housekeeping operations are maintained
Reception & Telephone Etiquette
The course is also appropriate for receptionists and call centre sta�. The
receptionist's telephone skills is the first impression customers have of your
business. Ensure your receptionist or call centre agent creates a professional
impression of your company.
Ÿ Monitor the maintenance of the reception area
Ÿ Areas not meeting the required standards
Module two: Monitor the presentation of the reception area
Ÿ Presentation of reception area
Ÿ Areas of non-conformance
Ÿ Remedial actions
Module three: Monitor the implementation of security procedures in
reception area
Ÿ Visitors' cards and permits
Ÿ Discrepancies and problems
Module four : Understanding customers
Ÿ Attitude and aptitude
Ÿ Telephone etiquette and customer service
Ÿ Understanding di�erent personalities
RTE101 I Reception & Telephone Etiquette
+27 81 517 5062 [email protected]
Ÿ Answering / accepting the call/ the number of rings
Ÿ The greeting
Ÿ E�ective communication skills
Ÿ Professional speech / choice of words
Module five: using the telephone with confidence
Ÿ Language
Ÿ Voice control
Ÿ Articulation
Module six: telephone techniques and skills
Ÿ Taking messages
Ÿ Distribution of messages
Ÿ Using a switchboard
Ÿ Ending calls
Ÿ Listening skills
Ÿ Dealing with abusive callers
Ÿ Confidential information
Ÿ Transferring calls
Ÿ Telephone answering simulation
Ÿ Summative assessment
+27 81 517 5062 [email protected]
RTE101 I Reception & Telephone Etiquette
