Description

First contact of the visitor or the telephone caller, the hostess-telephone operator has a role of representing his company. This profession requires the implementation of key skills: sense of organization, spirit of service, ease and rigor in contact with the public, responsiveness to the unexpected... Whatever your experience, this training is a privileged moment to professionalize your practice as a hostess-switchboard operator.

Who is this training for ?

For whom ?

Any person performing the dual function of hostess and switchboard operator or future hostess-switchboard operator.

Prerequisites

None.

Training objectives

Fully ensure its dual mission of telephone and visual reception

Welcome with professionalism

Actively promote the image of your company

Be more comfortable dealing with delicate situations

Optimize the organization of your workstation

Training program

• Identify reception issues: business side, customer side
  • The new requirements of customers.
  • Situate the role of the hostess-switchboard operator and their missions.
  • Organize to reconcile switchboard, reception and administrative activities .
  • Know how to stay informed.
• Take care of the image offered to the visitor Succeed in the first impression.
  • Take care of visitors: appropriate attitudes; the right words for each circumstance.
  • Promote your image capital: your style; your aesthetic.
  • Ensure that you the quality of its reception space.
• Greet on the phone like a true professional
  • Announce and promote your company.
  • Identify with tact and precision.
  • Use the right words to: put on hold; resume the call; transfer the call call; guide.
  • Take a precise message adapted to your needs.
• Know how to manage delicate reception situations. Manage priorities between telephone, visitors and internal requests.
  • Frame delicate situations from the start: the use of firmness; the use of rigor when welcoming.
  • Handle 'difficult' situations with mastery: aggressive, confused, talkative.