Mastering Reception and Telephone Etiquettes

17^th-18^th March, 2025                                                   29^th– 30^th May, 2025

22^nd 23^rd July, 2025                                                       23^rd 24^th October, 2025

Introduction

Good telephone etiquette for receptionists includes being prompt, professional, and attentive. The telephone is one of the most important and commonly used tools in business. Multitudes of businesses, companies, and departments use telephones in their work every day; however, most of us don’t think of the telephone as a tool, and as a result, accidentally misuse it. The telephone is a link between us and the world outside our business or department. Unfortunately, sometimes we don’t pay attention or make a conscious effort to monitor what kind of message we are sending to our callers and the outside world. Receptionists body language, tone of speaking matters a lot to the success of an organization. This workshop will expose the nitty gritty; the dos and don’t  rules of telephone conversation.

Course Contents

Module One: Monitor and control the reception area 

• Self-Awareness
• Monitor the maintenance of the reception area
• Housekeeping operations are maintained
• Areas not meeting the required standards
• Actions and procedures required to rectify substandard areas

Module Two: Monitor the presentation of the reception area 

• Presentation of reception area
• Areas of non-conformance
• Remedial actions

Module Three: Monitor the implementation of security procedures in reception area

• Brief staff on security procedures
• Visitors’ cards and permits
• Firearm procedures
• Discrepancies and problems

Module Four: Understanding customers

• Attitude and aptitude
• Telephone etiquette and customer service
• Understanding different personalities

Module Five: Using the Telephone with Confidence

• Answering / accepting the call/ the number of rings
• The greeting
• Effective communication skills
• Professional speech / choice of words
• Language
• Articulation
• Voice control
• Transferring calls

Module Six: Telephone techniques and skills

• Using a switchboard
• Taking messages
• Distribution of messages
• Ending calls
• Listening skills
• Dealing with abusive callers
• Confidential information
• Telephone answering simulation
• Summative assessment

Duration: Two (2) days                 Fee: N170,000 

For Whom

Customer Service Staff, Receptionist, Front-Desk Officers, Administrators, Call Handlers, Telemarketers, Supervisors, Team Leaders, Managers.