Successful telephone and physical reception

- Understanding the challenges of physical and telephone reception
- Knowing how to present a good image of your company
- Acquiring the right reflexes to deal with requests efficiently
- Knowing how to manage difficult situations

• The challenges of reception: Defining the job environment; Defining your role in the company; Knowing your company; Preparing your sales pitch
• Taking charge of the request: Acquiring the basics of oral communication; Developing the qualities of listening and empathy; Introducing yourself, establishing contact; Knowing how to analyse the request; Informing, Directing; Leading the conversation; Formulating effectively
• Managing difficult situations: Welcoming in a positive way; Handling aggressiveness; Reassuring
• Internal communication: Understanding how the company is organised; Optimising call handling; Developing an appropriate message transmission system

• Statement of skills and/or competencies

• All audiences

None

16 people

• Fully classroom-based training

• Personalised course
• Group lessons

• Unmarked room with video projector

Positioning upstream of entry to training.

Interviews, remediation with the educational referent and/or company referent during training.

Taking into account the satisfaction of beneficiaries during and at the end of training.

Possibility of post-training support.

For beneficiaries with disabilities: possible adaptation of training and certification methods, support by the GRETA-CFA TH referent.

EN-certified teachers, Bac +3 trainers with significant experience in adult education, professional lecturers

Trainers experienced in individualising learning.

Course evaluations (ECF)

Professional portfolio

Interview with a professional jury

Positioning and interview by appointment.

Professionalise yourself to improve your job performance. prepare your job search for a reception or customer contact position.

Access for people with disabilities

Satisfaction rate: 87.5%