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Front Office and Client Reception Management

Reception is where an organisation's reputation is decided in ninety seconds. Front office staff work on greeting and switchboard handling across languages, visitor security and access records, complaint recovery, and keeping composure when the queue is long and the network is down.

What you will be able to do

  • Greet and direct visitors in a way that reflects the organisation's standards.
  • Handle a switchboard and transfer calls without losing the caller or the message.
  • Maintain visitor registers and access control while respecting personal information rules.
  • Defuse an angry visitor and recover the situation before it escalates.
  • Manage competing demands at the counter, on the phone and by email at the same time.
  • Keep the front office running during power, network or system interruptions.

Course outline

  1. 01First impressions and the reception standard
  2. 02Telephone and switchboard technique
  3. 03Visitor registers, access control and privacy
  4. 04Serving clients across languages
  5. 05Complaints, aggression and calming a situation
  6. 06Working the counter, phone and inbox at once
  7. 07Front office continuity when systems fail

Who should attend

Receptionists, switchboard operators, front office supervisors, client service assistants and security or access control staff who form the first point of contact for visitors.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Dubai2US$1,100
24 to 25 Aug 2026Lagos2US$1,100
31 Aug to 1 Sep 2026Harare2US$1,100
7 to 8 Sep 2026Kampala2US$1,100
14 to 15 Sep 2026Dar es Salaam2US$1,100
21 to 22 Sep 2026Pretoria2R10,000
28 to 29 Sep 2026Cape Town2R10,000
12 to 13 Oct 2026Online2US$900
19 to 20 Oct 2026Mozambique2US$1,100
26 to 27 Oct 2026Cairo2US$1,100
2 to 3 Nov 2026Accra2US$1,100
9 to 10 Nov 2026Lusaka2US$1,100
16 to 17 Nov 2026Kigali2US$1,100
23 to 24 Nov 2026Nairobi2US$1,100
30 Nov to 1 Dec 2026Durban2R10,000
7 to 8 Dec 2026Johannesburg2R10,000
21 to 22 Dec 2026Mauritius2US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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