Customer Facing Administration and Enquiry Handling
Administrative staff are often the first and only contact a customer has. This course covers handling enquiries accurately and warmly across counter, phone and email, including the ones that arrive angry.
Course outline
What this programme covers, module by module.
- 01Being the organisation's first impression
- 02Enquiry handling across counter, telephone and email
- 03Questioning to establish what is actually needed
- 04Giving clear information without over promising
- 05Angry, distressed and persistent callers
- 06Recording, routing and never losing an enquiry
- 07Follow up, closure and keeping your promises
What you will gain
- Handle enquiries accurately across all channels
- Ask questions that establish what is actually needed
- Give clear information without over promising
- Handle angry and distressed callers calmly
- Record and route enquiries so nothing is lost
- Follow up and close the loop with the customer
Who should attend
- Reception and front office staff
- Administrative and clerical staff
- Call handling and enquiry desk teams
- Anyone in a customer facing support role
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 26 to 27 Oct 2026 | Durban | 2 Days | R10,000 | |
| 9 to 10 Nov 2026 | Cape Town | 2 Days | R10,000 | |
| 23 to 24 Nov 2026 | Johannesburg | 2 Days | R10,000 | |
| 11 to 12 Jan 2027 | London | 2 Days | US$1,100 | |
| 15 to 16 Feb 2027 | Dubai | 2 Days | US$1,100 | |
| 26 to 27 Apr 2027 | Pretoria | 2 Days | R10,000 | |
| 29 to 30 Jun 2027 | Durban | 2 Days | R10,000 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R10,000 per delegate
- Duration
- 2 Days
- Field
- Administration & Office Management
- Formats
- In-house, public, online
More in Administration & Office Management
Records Management and Document Control
Reliable records underpin accountability, compliance, and efficient operations. This course covers the full lifecycle of records, from creation and classification through storage, retrieval, and disposal.
Advanced Office Administration and Management
This programme develops the skills needed to run a busy office smoothly and professionally. Participants cover workflow, resource coordination, communication systems, and the organisational habits that keep operations efficient.
Executive Personal Assistant and Secretarial Skills
The modern executive assistant is a strategic partner, not just a support function. This course sharpens the diary, communication, and organisational skills needed to make an executive and their office run smoothly.