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Front Desk and Customer Relations Skills

By: Tom Associates Training  

Lagos State, Nigeria

05 - 07 Apr, 2017  3 days

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NGN 115,500

This front desk and customer relations skills 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

  • Developing and Reflecting a Love of the Role
  • 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 Desk Personnel
  • Categories of career people
  • 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. Apr 05 - 07 Apr, 2017
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. 09 - 11 Aug, 2017
NGN 115,500.00(Including VAT)
(Convert Currency)

08033019120

Discount of 5% to 3-4 participants from same organization. Discount of 10% to 5 or more participants from same organization.
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