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Jacques de Villiers on behalf of the Peer Training Group

Receptionist & Frontline Excellence

Learn how to create a positive environment for your customers so that you can grow your business.


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Date: Thursday, 24 May 2018 (also on 21 June)
Time: 08h30 - 16h00

Venue: The Peer Training Academy, Randburg

Investment: R2600 excluding VAT per delegate (15% off for 3 or more delegates from the same company)

How we can help your business to grow through your frontline staff.


Your Receptionists are the 'gate–keepers' to your company and usually the first point of contact for prospects and customers. Receptionists are responsible for how your company is perceived and 1st impressions are critical.

A negative perception can make or break customer relationships and even sales deals, so serious thought must go into why your Receptionist is probably the most important person in your company.

They represent your BRAND so should therefore be carefully selected and trained.


Several phone lines are ringing, lights on the phone are blinking, co-workers are asking questions, and here comes a customer... How does the person manning the front desk of your office or business handle several people simultaneously with professionalism and poise? 

What message does your customer receive – one of chaos or one of professionalism? 

This fast-paced course is specifically designed to answer these and other important questions. 


Any person who is responsible for your company’s “First Impressions”. 


 A. Where Customer Excellence Starts 

- Internal versus external customers 

- Image and grooming 

- Knowing my company 

- Why customer care is important

- Meeting and exceeding customer expectations 

- The communication jungle:Understanding different communication styles  

B. Ambassadors for your Company 

- Welcoming people to your business 

- Directing client traffic 

- Ethics and discretion 

- Proper etiquette 

C. Excellent Telephone Skills 

- Call response time 

- Putting callers on hold 

- Transfer of calls

- Dealing with visitors 

- Taking messages 

D. Handling Difficult People and Situations 

- Empathy 

- How to deal with anger and conflict

- Calming difficult customers 

- Handling complaints 

E. Plans for Tomorrow 

- Putting it all together 

- Action plan 

Training Method 

Our training is based on creating an environment where the learner is the most important person. The trainer is there to guide and facilitate. 

Within our programmes, participants become engaged in an experience that mirrors the pressures and challenges faced in a real-world situation. 

Personalised Certificates are issued to each delegate on completion of the programme 


One-day High Impact Workshop.

Stand out from the noise

Captivate your customers while delivering a memorable message

Be a walking ambassador for the vision and values of the company

Your Workshop Facilitator

Jacques de Villiers

Human Excellence Consultant

Jacques has been a workshop facilitator since 1998. He has trained 150+ delegates on behalf of the Peer Training Group and more than 10 000 for his own account.

Circa 1998

Call Us 011 787 6781