Workshop on
Front-desk Behaviour and Telephone Etiquettes
Course Description
How to welcome clients in the right way
Making the first impression by presenting the right image
Right level of politeness to the visitor
Being a guide to the visitor
Beware of language and body language
Dealing with difficult people
2. Developing listening skills
3. Useful languages for the conversations at the front-desk
4. Basic rules for telephone conversation: making and receiving calls
5. Tips to make telephone conversations effective
6. Use of particular phrases considering the situation
7. Learning to read speaker's:
Body language
Feelings
Unspoken words
8. How to handle queries in telephone conversations that you are not prepared for
9. Dealing with problems: learn useful phrases to describe problems, warning and apologizing
Resource Person
Ms. Rushdina Khan, presently managing the Training and Development team of Banglalink, has been working as a training consultant for quite some time now. She has worked with HR, Recruitment and Customer Services divisions of large MNCs such as Argo’s, Debenhams, and Boots in the UK and ICDDR,B in Bangladesh before this. Rushdina has achieved her Masters degree in Human Resources Management from the Middlesex University Business School, London, UK, with B.A. Honours in Economics from University of Delhi, India. Besides her foreign academic degrees, she has undertaken several courses on Training of Trainers (TOT) from the UK on soft skills and English Language which she now specialises at.
Ms. Rushdina provides exclusive training on several soft skills such as Creativity and Innovation, Emotional Intelligence and Written Business Communication, Office Etiquettes etc. with Bdjobs Training now. She is a general member of Chartered Institute of Personnel and Development (CIPD), UK and Bangladesh Society of Human Resources Management (BSHRM).