Course curriculum

    1. Introduction

    2. About Your Title - Receptionist

    3. About Your Title - Phone Operator

    4. Job Description of a Receptionist

    5. Job Description of a Phone Operator

    6. Definition of a Customer

    7. The 4 Things a Customer Wants

    8. Calling a Customer Support/Tech Support

    9. Your Mood

    10. Director of First Impressions

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    11. The 2 Areas That You Make a First Impression

    12. The 8 Skills Needed to Be an Effective Phone Operator/Receptionist

    13. Definition of a Positive Attitude

    14. Definition of Attitude

    15. 5 Negative Attitudes of Unhappy People

    16. 12 Ways to Create a Positive Attitude

    17. 6 Types of Bad Workplace Behavior

    18. Who Benefits from Your Positive Attitude

    19. Definition of Enthusiastic

    20. 8 Ways to Put Enthusiasm in Your Workday

    21. Why You Should Up Your Enthusiasm

    22. Understanding Your Voice Inflection on the Phone

    23. Rules for a Proper Voice Inflection

    24. Definition of Hearing

    25. Definition of Listening

    26. 4 Benefits of Being a Good Listener

    27. How To Be a Better Listener

    28. One Muscle You Can Activate to Make Yourself Feel Great

    29. The Benefits of Smiling

    30. Definition of Personable

    31. How to Show People You Are Personable

    32. Definition of Courteous

    33. Definition of Polite

    34. 6 Characteristics of Polite People

    35. What Does a Smile Mean

    36. What Does a Frown Mean

    37. The Best Way to Make Someone Smile

    38. When To Shake Someone's Hand

    39. How People Feel When You Shake Their Hand

    40. Rules of a Good Handshake

    41. The Benefits of Proper Eye Contact

    42. How To Speak Clearly

    43. The 3 Rules to ALL Introductions

    44. What Your Body Language States About You

    45. 8 Acts of Body Language to Avoid

    46. Rules of Appearance for Women

    47. Rules of Appearance for Men

    48. 8 Rules of Phone Etiquette

    49. Respectful Words & Phrases To Use

    50. Poor Words & Phrases To Use

    51. 6 Rules When Taking an Inbound Phone Call

    52. The 4 Steps for an Inbound Phone Call

    53. Inbound Phone Call: Step 1 - Initial Greeting

    54. Inbound Phone Call: Step 2 - Gathering Information

    55. Important Words & Phrases in Step 2

    56. Inbound Phone Call: Step 3 - Assistance

    57. Dealing with Irate Customers

    58. Your Work Environment

    59. Conclusion

About this course

  • $79.00 / month
  • 59 lessons

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