Telephonist and Receptionist Course

4.5 226

About the course

It addresses dealing with difficult customers, receiving with elegance, customer service techniques and more.

  • 1 Chapter 1
  • Lesson 1. Concept and definition of communication
  • Lesson 2. Verbal and non-verbal communication
  • Lesson 3. Assertive communication and barriers
  • Lesson 4. Feedback Techniques
  • Lesson 5. Quality service
  • Lesson 6. Rules on telephone service
  • Lesson 7. Posture in care
  • Lesson 8. Inappropriate Terms and Voice Care
  • Lesson 9. Competencies of the care professional
  • Lesson 10. Standardization of care
  • Lesson 11. Updating
  • Lesson 12. Forms of consultation
  • Lesson 13. Important records
  • 2 Chapter 2
  • Lesson 14. Forms of registration
  • Lesson 15. Spell code
  • Lesson 16. Time and forms of transmission
  • Lesson 17. How to receive excellence
  • Lesson 18. Enchantment and loyalty
  • Lesson 19. Mission and Values ​​of the company
  • Lesson 20. How to respond to emails
  • Lesson 21. Formal language care
  • Lesson 22. Time management (times to respond to emails)
  • Lesson 23. Care of the room and desk
  • Lesson 24. Information and documents
  • Lesson 25. Sorting of incoming correspondence
  • Lesson 26. Professional posture and professional image
  • Lesson 27. Professional ethics and secrecy
  • 3 Chapter 3
  • Lesson 28. Social Behavior
  • Lesson 29. Suits and accessories suitable for work
  • Lesson 30. General etiquette tips for professional reception
  • Lesson 31. Rules of behavior
  • Lesson 32. Perception of customers
  • Lesson 33. Characteristics of customers
  • Lesson 34. Customer needs
  • Lesson 35. The evolution of the relationship with the customer
  • Lesson 36. Challenges - Lindando with difficult clients
  • Lesson 37. Positive Attitudes - Relationship Magic
  • Lesson 38. Difference between involvement and commitment
  • Lesson 39. Daily work evaluation
  • Lesson 40. Creation of action plan

About the Certificate

Only in iPED can you print the digital certificate for free or choose to receive this beautiful certificate at home (additional cost of + freight). On the back of the certificate is the schedule, CNPJ stamp and the signature of the person in charge, characteristics that are mandatory for the validity of the certificate.

  • Online chat
  • Pad
  • Study Groups
  • Virtual instructor
  • Support material
  • Online reports
  • Interactive animations
  • Explanatory videos

Only iPED can offer a quality service for free. We are the only company in the industry that possesses all the qualities and numbers below:

Purchase Security Differentials

  • Professional security audit;
  • Digital certificate with 256-bit encryption in transactions;
  • Quality with the consumer award;
  • National reference award in education;
  • National reference award in social projects

Differentials in Services Offered

  • Content-rich video, games and animations online;
  • Accumulation of loyalty points;
  • satisfaction rate of more than 98.5%;
  • indication index for friends over 98%;
  • Index that considers good / optimal material of more than 95%;
  • Online, face-to-face or telephone service;
  • Service through 0800 (free connection for all of Brazil);
  • Variation of the workload from 20 to 120 hours for free courses;
  • More than 500 online courses;
  • Significant testimony for each course attended;
  • Presence in more than 60 countries;
  • Thousands of students enrolled in courses;
  • More than 1 million consumers of our services.
Walkiria A. Gomes de Almeida

About the Author: Walkiria A. Gomes de Almeida

Master in Management, with a concentration in International Management by ESPM - School of Marketing and Advertising. Specialist in Business Management by FECAP. Counselor of the Union of Secretaries and Secretaries of the State of São Paulo - SINSESP (management 2016/2020). Director of the company PhorumGroup, consultant of Toucher Desenvolvimento Humano, facilitator of courses at Unisescon - Corporate University of SESCON - Union of Accounting Firms of the State of São Paulo and SIEEESP - Union of Educational Institutions in the State of SÃ £ o Paulo. Co-author of the book Excellence in the Secretariat (Editora Ser Mais). She has 30 years of experience as executive secretary in large companies. One of the creators of the project â € "Preparatory Course for Docencia in the Secretarial Area, 2016.

Choose your plan

Premium Plan

80 hours
US$ 16 .63
  • 1 interactive course
  • Animations during course
  • Reflective Activities
  • Pedagogical Accompaniment
  • Digital Certificate
  • Study Group
  • Course 100% Video
  • Enroll now

Unlimited Plan

300 courses x 80 hours
US$ 119 .60
  • Access to all courses
  • 1 year of unlimited access
  • Digital certificate
  • More than 3,000 lessons
  • + 300 courses of 80 hours
  • New courses included
  • 1 interactive course
  • Enroll now

Related courses

Tests and certificate

At the end of the online course you can issue our free digital certificate or request the special certificate by paying for the clothes and the shipping that we send you wherever you are.

Our special certificate has an anti-counterfeit security stamp and seal, as well as a non-transferable number that can be viewed online. The back of the certificate includes the schedule, the stamp of the CNPJ and the signature of the responsible person.

Our numbers

Registered students
Satisfaction Index
I would indicate the courses to friends

Now make your free registration
and start your online course!