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

12 people

• Fully classroom-based training

• Group lessons

• Equipped technical platforms

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

In-course evaluations (ICE)

Positioning test and interview by appointment.

Present yourself with the liaison form from the prescriber (Mission locale, Pôle emploi...).

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

Access for people with disabilities