Receptionist / Customer Care Job and Telephone Etiquette
Donatella De Gaetano
Agenzija Sapport, Malta
Agenzija Sapport, Malta
Entry by:
About the autor
B.A. Sociology and Psychology at the University of Malta B.Psy Conversion Course in Psychology at the University of Malta Masters in Health Medicine and Society at the University of Malta
Hybrid
Key Competences, General Education, Other
Main Session, Targeted Activity
This is a session that can be done as a 1:1 with an online student and everything will be shared on screen or with a group of students who would like to work in a reception or else as a customer care service. The students will learn how to properly handle calls and how to properly reply to a customer.
- Know some of the polite and proper ways in which to answer the telephone.
- Tell the caller to wait while the person being called comes to the phone.
- Write down a message left by the caller.
- Know how to end the phone call.
Hybrid
Young adults (16-30 years)
Adults (31-59 years)
Young adults (16-30 years)
Adults (31-59 years)
The educator will start by introducing what a receptionist and customer agent role entitles as a job. A Receptionist Customer Care Power Point can be used and shared on screen for both physical and online student. Following that a Video from YouTube can be shown and explained by shared screen about 5 skills every receptionist need: https://www.youtube.com/watch?v=rGOJgAOjZPY. Following that they can see this video to have an idea of good and bad skills that might occur : https://www.youtube.com/watch?v=Zy1h49_L8ME. The tutor will need to stop and explain if any explanation is needed further to the students.
Beginning of the session
To practice a good role of a receptionist or customer care a role-play can be done. The student from home can be the customer and one student face to face can be the receptionist or customer care. They can rotate roles and alternate between them so that everyone can have a chance. A short example can be : Student Online: Hello sir, I have a difficulty with my booking? Student Face to Face: Hello sir, Welcome to Plaza Hotel. Can you kindly give me your booking reservation? Student Online: Sure, my booking reservation is 01345G67d Student Face to Face: There seems to be nothing wrong with your booking. Is there something that is troubling you? ….
The tutor will follow to proceed to Telephone Etiquette Power Point on the shared screen so both online and face to face students can follow. Practice can be done as a role-play as well where students can take it in turn. A practice Answering a Telephone worksheet can be used to set an example and to start off the students. This can be shared on the screen. In addition, the Scenario Cards Can be used with the students to help them during the role play. These can be shown on the shared screen during the practice.
The tutor can show the students the following videos with an explanation when needed:
How to Answer phones as a receptionist
Effective Telephone tips for a successful speaking
The resources needs to be downloaded bottom to top.
Role-play
The tutor will need to guide when needed and suggest ideas. If the session is being done as a 1:1 the tutor and the student will take it in turns to try this practical role play.
Telephone Etiquette
Age group(s)
Educators
• Enthusiasm • Patience • I am able to explain how a proper call should be done • Able to put that into practice • I am know how to explain further if help is needed from students • Communication must be well executed and collaborative with students. • Able to use the resources effectively.
Learners
• Patience • Enthusiasm • Able to follow instructions • Able to work within a group • Able to cooperate
• Enthusiasm • Patience • I am able to explain how a proper call should be done • Able to put that into practice • I am know how to explain further if help is needed from students • Communication must be well executed and collaborative with students. • Able to use the resources effectively.
Learners
• Patience • Enthusiasm • Able to follow instructions • Able to work within a group • Able to cooperate
Skills & Competences
Learning Outcomes
Hybrid method
Description (Methodology)
Useful Tips, Resources & Links
• Resources • Telephone or Mobile • Laptop
Tools Needed
Hybrid
2-5
2-5
Number of participants
Autism-friendly
Accessible for mobility impaired persons
Accessible for speech impaired persons
Accessible for mobility impaired persons
Accessible for speech impaired persons
Recommended target groups
Files uploaded
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