Front Office and Reception Skills

PROGRAM :Creating and Enhancing Front Office and Reception Skills

INTRODUCTION

This is a program on enhancing the skills of your front-line people. It is not simply on the manner in which front-line staff deal with clients or prospective clients, but an arientation which influences every aspect of the organisation's operation. The philosophy is based on encouraging those whose actions and behaviour directly affect the customer, that is employees, to commit themselves to a process of continuous improvement in job performance.

METHODOLOGY

Experiential activities, lectures, group discussions and presentations.

WHO SHOULD ATTEND?

Receptionist, Customer Services, Clerical Staff, who need to improve their Creating And Enhancing Front Office / Reception Skills.

OBJECTIVES

At the end of the course, participants are expectedto:

Instill the importance of customer service as a vehicle to move the company forward
Have developed and induce mindset and positive work attitude
Have sharpened the human relation and communication skills to create a win-win situation.

COURSE CONTENT

THE RIGHT ATTITUDE/S IN DEALING WITH PEOPLE

Behavior Shaping
The Techniques
The Methods
How to Get the Best “Reaction”

UNDERSTANDING THE BEHAVIOR/S OF STAFF AND CUSTOMERS

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

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
Effective Usage of the telephone
Telephone Scripting
The Right Methods

TECHNIQUES IN COMMUNICATING WITH CUSTOMERS EFFECTIVELY

The Proper Language
The Right Words to Use at the Right Time
The Usage of Appropriate Words and Phrases
Components of vocal expression – pronunciation, volume, pitch, intonation, etc
Choosing the positive language
Asking the right Question
Using the right tone for the best results
The role of body language

PORTRAYING THE RIGHT IMAGE

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

ONE TO ONE CONVERSATION
Essentials skills that you need to have in order to converse with other people:

Starting, maintaining and closing a conversation
Asking and giving personal information
Making a request, accepting a request and declining a request
Asking and giving an opinion
Agreeing and disagreeing

COURSE TRAINER

Mr. N.M. Thangaraj
(Click here to view profile)

COURSE FEES

In-House Course Fee :	Call 6016-216 1383 (Mr. Jimmy Ong) or Fill in Inhouse Request Form	Inhouse Course Request Form
Public Course fee:	To Be Advised	Public Course Registration
Date/s :	TBA (2 Days Program)
Time :	9am – 5 pm daily
Venue :	In House/Hotel/TNI Centre