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
In-house Course Fee:
RM4000 per day
Public Course Fee:
RM1280 per pax
Number of days:
2
Course Date:
Tuesday, May 16, 2017 to Wednesday, May 17, 2017
Course Methodology:
Theory, presentations, group discussion, case studies, role plays, and interactive activities.
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.
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.
Theory, presentations, group discussion, case studies, role plays, and interactive activities.
Theory, presentations, group discussion, case studies, role plays, and interactive activities.
MODULE 1: SELF INTRODUCTION
Module 2: PORTRAYING THE RIGHT IMAGE
Module 3: UNDERSTANDING THE BEHAVIOR/S OF STAFF AND CUSTOMERS
MODULE 4: CREATING A PROFESSIONAL IMAGE OVER THE TELEPHONE
MODULE 5: IMPROVING YOUR TELEPHONE COMMUNICATION SKILLS
MODULE 6: PROPER TELEPHONE TECHNIQUES
MODULE 7: STIMULATING OWNERSHIP WITH COMMITMENT AND DEDICATION
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.