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Front Desk and Customer Relations Skills

By: Tom Associates Training  

Lagos State, Nigeria

04 - 06 Nov, 2015  3 days

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This course exposes the participants to:

  • How to develop a personal attitude for excellent service
  • Making the front desk/reception areas a desirable marketing office
  • Contributing to the building of customer service into a culture
  • Acquiring the skills for great human relations management
  • Appreciating the key role of Attitudes
  • Handling telephone communication effectively
  • Handling customer complaints professionally

Course Contents

DAY ONE

  • Reception Procedures and Processes:
  • Procedures for an Expected Visitor
  • Callers without Appointments
  • Time of Day Preference
  • Appointment Time Confirmation
  • Check-out Process at the Front Desk
  • Rules of Customer Relations
  • Manners, Culture and Personal Attitudes
  • Body Language: A Vital Skill for Front Officers
  • Etiquette
  • Proper conduct in the work and social environment
  • Understanding basic courtesies

DAY TWO

  • Building Self Confidence:
  • Assertiveness Skills
  • Basic Courtesies and Proper Social Conducts
  • Conversations: the Tactful Tips
  • Telephone Handling and Telephone Manners
  • Listening and Questioning Skills
  • Memory Retention and Attentiveness
  • The Psychology of Queuing
  • Make Waiting Enjoyable!
  • Making Waiting Easier
  • Handling Difficult Visitors Successfully

DAY THREE

  • Corporate Dressing and Grooming
  • General Business Outlook
  • Dress Code
  • Accessories
  • Keeping Notes on People - “Contact Management”
  • Career Enhancement for Front Office Personnel
  • Categories of career people
  • Employee perception of career growth and development
  • Basic requisites for career growth
5/7 Alade Lawal Street, Opposite Divisional Police Station, Off Ikorodu Road, Anthony, Lagos. Registration: 8.30 - 9.00 a.m. Class Session: 9.00 - 4.00 p.m. Nov 04 - 06 Nov, 2015
NGN110,000.00
(Convert Currency)

08033019120

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