About Course

About the Program

This Front Office and Telephone Handling Skills and Etiquette training program is designed to equip professionals who engage directly with customers with the practical skills needed to manage front office duties and handle telephone communications effectively. The course covers essential topics such as front office management, telephone etiquette, and customer service professionalism. Participants will learn how to communicate courteously, manage calls efficiently, and handle challenging situations with confidence. Stress management and confidentiality during phone interactions are emphasized to ensure a positive and secure customer experience.

The training is offered both in-person and online to accommodate different learning preferences. Upon successful completion, participants will receive a certification that recognizes their competence in front office and telephone handling skills.

Program Objectives

1. Equip participants with essential front office management skills.
2. Enhance participants’ telephone communication and etiquette.
3. Foster professionalism and courtesy in all customer interactions.
4. Develop effective communication techniques for telephone conversations.
5. Train participants in call screening, forwarding, and message-taking.
6. Instil stress management skills for handling high call volumes.
7. Promote confidentiality and data security during phone interactions.
8. Provide conflict resolution strategies for addressing customer concern.

Target Audience

• Receptionists.
• Front Desk Personnel.
• Customer Service Representatives.
• Call Centre Agents.
• Administrative Assistants.
• Sales and Marketing Professionals.
• Hospitality Industry Employees.

Training Period

• Classroom: 5 Days
• Online: 7 Days

Modules

Module 1: Introduction to Front Office and Telephone Etiquette

• The role of front office personnel.
• Telephone etiquette fundamentals.
• Course overview and objectives.
• Professionalism and first impressions.
• Ethical considerations in customer interactions.

Module 2: Effective Telephone Communication

• Answering calls professionally and courteously.
• Greetings and salutations on the phone.
• Active listening techniques.
• Handling inquiries and providing information.
• Practical exercises in telephone communication.

Module 3: Managing Multiple Calls and Stress

• Handling high call volumes efficiently.
• Time management during phone interactions.
• Staying calm and composed under pressure.
• Stress management strategies.
• Role-play scenarios for managing stress.

Module 4: Confidentiality and Data Security.

• Safeguarding sensitive information during calls.
• Compliance with data protection regulations.
• Protecting customer privacy.
• Handling confidential information securely.
• Scenarios on data security and confidentiality.

Module 5: Problem Solving and Conflict Resolution.

• Identifying and addressing customer concerns.
• De-escalation techniques for resolving conflicts.
• Seeking assistance from supervisors.
• Handling challenging or irate callers.
• Case studies and role-play in conflict resolution.

Module 6: Front Office Best Practices and Graduation.

• Front office management essentials.
• Creating a welcoming front office environment.
• Final project presentations.
• Certification ceremony.
• Course conclusion, feedback, and reflection.

Delivery Method

This program is taught through a mix of practical activities, theory, group work and case studies. Training manuals and additional reference materials are provided to the participants.

CERTIFICATION

Upon successful completion of the training, participants will be awarded a certificate of course completion

Related Courses

Customer Profiling Techniques Training

Training on Customer Handling and Complaints Techniques

Beyond Customer Service Training