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