Creating And Enhancing Front Office / Reception Skills

The Front Office Staff is indeed the first impression of the organization to clients / customers and associates. Therefore the Front Office Staff must portray the right & professional image plus display professionalism at all times. It is imperative that the Front Office staff is excellent and efficient in enhancing the portfolio of the organization.

Course Objectives:

Theory, presentations, group discussion, case studies, role plays, and interactive activities.

Target Audience:

Clerk

Manager

Personal Assistant

Reception

Secretary

Course Methodology:

Theory, presentations, group discussion, case studies, role plays, and interactive activities.

Trainer:

SKL Walia

Course Outlines:

MODULE 1: SELF INTRODUCTION

Who are YOU?
What’s your Position in the Organization?
What’s your Job Description?
Who are in your Team?
What are their Positions/Job Descriptions?

Module 2: PORTRAYING THE RIGHT IMAGE

The Professional Image
Proper Deportment and Grooming
How to Always be Presentable and Professional in your dealing.

Module 3: UNDERSTANDING THE BEHAVIOR/S OF STAFF AND CUSTOMERS

The Reasons
The Causes
How to Handle Difficult Situations
Creating and Negotiating for “WIN-WIN”

MODULE 4: CREATING A PROFESSIONAL IMAGE OVER THE TELEPHONE

Understanding how customers form their impressions
First and lasting impressions - getting it right!
Handling the key stages of the call - achieving seamless service
Sounding professional and confident
What not to say - avoiding the image-wreckers

MODULE 5: IMPROVING YOUR TELEPHONE COMMUNICATION SKILLS

Developing your telephone voice
Techniques to aid clear speaking - articulation, assimilation, rate, pace, inflection
Examining the difference between hearing and listening
Supportive techniques to enhance listening skills - showing empathy and clarifying understanding
Examining techniques - being Courteous, Clear, Colourful, Concise, Consistent, Correct and Communicative

MODULE 6: PROPER TELEPHONE TECHNIQUES

Essential skills that you need to demonstrate when speaking to colleagues and clients locally and internationally on the phone:
Receiving calls
Making calls
Taking down Messages
Transferring the line
Ending calls

MODULE 7: STIMULATING OWNERSHIP WITH COMMITMENT AND DEDICATION

Is the Front Office Executive a ‘Victim’ of the Customers or is he/she actually is a ‘Responsible’ staff to the Organization?
It is imperative that every Front Office Executive should incorporate the sense of Ownership with sincere Commitment and passionate Dedication in their workplace.

MODULE 8: CUSTOMER SERVICE STRESS: 30 MINUTES SPA

Dealing with customers’ needs, wants and frustrations can lead to unneeded stress and frustration. The training session concludes with a presentation of stress management techniques to ensure that participants stay refreshed and alert and that they deliver exceptional customer service.

At the program's conclusion, participants will have an understanding of what makes a good customer service experience, how to deliver excellent customer service over the telephone, how to deal with difficult customers, and how to take care of themselves.