From: Frontline Excellence
Sent: 25 October 2010 08:44
To: Allen Johnson
Subject: Turn Your Receptionist Into An Ambassador!
Become the ultimate polished Receptionist
26 October – Murray Guest House, Pretoria
28 October – Bailiwick Manor, Johannesburg
28 October – CAB Conference Centre, Cape Town
17 November – Westville Conferences, Durban
23 November – Etnique Towers , Bloemfontein
The Peer Group will be hosting a one-day seminar focusing on Frontline Excellence. Less than 10% of receptionists who answer the phone do so with empathy and enthusiasm. That’s The Peer Group’s findings after conducting hundreds of mystery surveys for a top client in the retail sector.
Many receptionists don’t understand how important their jobs are, and even worse some managers don’t acknowledge the importance of their role.
Programme Overview
07:30 – 08:00 Registration and welcome refreshments
08:00 – 08:20Welcome remarks
08:20 – 10:15 Morning Session:
Where Customer Excellence Starts
Internal versus external customers
Image and grooming
Why customer care is important
Exceeding customer expectations
10:15 – 10:45 Mid-morning tea/refreshments
10:45 – 12:30 Mid – Morning Session
Excellent Telephone Skills
What are ‘good’ telephone techniques?
How are first impressions created?
Voice, tone and body language
Using positive language
12:30 – 13:00Lunch
13:00 – 14:15 Panel discussion – Customer Complaints (are they good or bad?)
14:15 – 15:00 Case study: Understanding what makes a great receptionist
15:00 – 15:15Afternoon tea break
15:15 – 16:45Doing the Right Things Right
Handling Difficult People and Situations
How to deal with Anger & Conflict
Plans for Tomorrow
Action Plan – What Now?
16:45 – 17:00 Issuing of Certificates and Closing
Seminar registration fee:
R1 950 (excl VAT) per delegate
Register 3 delegates and the 4th delegate attends free of charge
The above registration fee includes, lunch, refreshments, parking and seminar material
For more information about the programme contact Memory Muza _______ or email _________
To book your place contact Elizabeth
See you there!
Memory Muza
Sales & Marketing
From: Allen Johnson
To: Frontline Excellence
Date: Fri, 29 Oct 2010 13:38:30 +0200
Subject: RE: Turn Your Receptionist Into An Ambassador!
Dear Frontline
Thanks for your mail, but I thought it only responsible to let you know that I already do subscribe to your mailing letter (below)…But I have to confess that despite having already sent my receptionist on the training you describe at the bottom of this mail, I have had some trouble with her conduct… (she’s a 13 year old border collie).
Her name is Petunia and, shame, her age is really catching up with her – I have secretly observed her diligently taking calls at her switchboard with a friendly “Growf Growf!!”, but it would seem that her sand-flea infestation really has her down at the moment as it isn’t even 5 minutes into her conversation that she lifts her hind leg and reflexively kicks her Kelly Temp headset flying off her head…
Needless to say, this really startles my customers sitting in the reception area…
Please can you help, or send me a guide to solve this problem? I would really appreciate it, I have had to make an intervention in the mean time and have secretly hired a short-haired Pomeranian called Bernard [I hope he’s Great, ha ha…] he truly has the perfect face for telephone work to be honest…
One last thing, do you perhaps sell those phone hand sets with the large buttons for paw key-inputting?
Eagerly awaiting your favourable response…
Allen
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