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.

Trainer: 
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.

  • Understanding your Needs
  • Exploring Mini Breaks
  • Let Go and Relax
  • Mini Meditation

 

language: 
English

Register Now

Contact Us

Email: info@tni.my

Jimmy Ong Tel: ‭+60 16 216 1383‬ (Call on Whatsapp for free)