Front Desk Operations and Telephone Skills

Develop the customer service, front desk, and telephone communication skills required to create a professional image, manage customer interactions effectively, and deliver exceptional service.

Date: 07–08 December 2026
Duration: 2 Days
NQF Level: 2
Credits: 5
Aligned to Unit Standards: 14338 & 14348
Venue: Centurion / Pretoria

Course Overview

This accredited skills programme provides participants with practical customer service, reception, switchboard, and telephone communication skills. The programme focuses on professional front desk operations, telephone etiquette, customer care, effective communication, and handling difficult customer interactions.

Participants will learn how to communicate confidently and professionally with customers, colleagues, and stakeholders while developing the skills needed to manage telephone conversations, customer enquiries, complaints, and face-to-face interactions.

The programme is highly practical and includes examples, case studies, role plays, and workplace scenarios designed to improve confidence and service excellence.

Who Should Attend?

• Receptionists
• Front desk personnel
• Switchboard operators
• Customer service representatives
• Call centre agents
• Help desk personnel
• Administrative assistants
• Office support staff
• Anyone who communicates regularly with customers by telephone or in person

Learning Outcomes

After completing the programme, participants will be able to:

• Greet customers and visitors professionally
• Handle customer enquiries efficiently
• Resolve routine customer problems and requests
• Deliver excellent customer service
• Apply customer-centric service principles
• Distinguish between poor and excellent customer service
• Handle difficult and irate customers professionally
• Apply professional telephone etiquette
• Process incoming and outgoing calls correctly
• Build rapport with customers and callers
• Use questioning and listening skills effectively
• Present information clearly and professionally
• Develop a professional telephone image
• Manage interactions with different personality types
• Improve communication and customer satisfaction

Accreditation: This programme is accredited with the Services SETA (SSETA) and aligned to:

Unit Standard 14338

• NQF Level 2
• 2 Credits
• Attend to Customer Enquiries in an Office Setting

Unit Standard 14348

• NQF Level 2
• 3 Credits
• Process Incoming and Outgoing Telephone Calls

Course Fee: R6 940.00 per person (Incl. VAT)