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Front Office and Customer Relations Course

By: Alpha Partners

Lagos State, Nigeria

09 - 12 Jul, 2019  4 days

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NGN 150,000

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

The Delegates will benefits the following:

  • Gain better perspective of organizational goals and objectives
  • Get equipped with the necessary attitude and behaviour required for the effective discharge of their duties
  • Acquire the knowledge and skills desired for enhanced performance
  • Become more effective in communicating with customers
  • Know how to better handle and manage difficult customers

Content

  • Understanding the Business Environment
  • Purpose, mission, vision and goals of a business
  • Aligning your functions with the goals of the business

Role of the Front Desk/Customer Relations Office

  • Guardian of reputation and success of the company
  • Characteristics of a good Front Desk Officer
  • Front office as a marketing point
  • Manners, culture and personal attitudes
  • Managing visitor’s waiting time

Customer Service

  • Defining your customers
  • Why customer service is important
  • Identifying customer needs and  expectations
  • What good customer service is
  • Benefits of good customer service

Effective Communication

  • Definition, importance, types
  • How to communicate
  • Building rapport with the customers
  • Using body language
  • Effective listening skills
  • Questioning skills
  • Barriers to effective communication
  • Using the Telephone More Effectively
  • Answering your telephone
  • Telephone etiquette

 

  • Problem Solving Techniques
  • Handling difficult customers
  • Handling customer objections
  • Conflict resolution skill

Coping with Stress

  • Describe stress
  • Take preventive measures
  • Overcome stress

For Whom

Front Desk Officers, Customer Relations Officers, Customer Service Officers, Personal Assistants, Secretaries and Admin Assistants.

Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba Lagos. Jul 09 - 12 Jul, 2019
Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba Lagos., Lagos State, Nigeria 30 Oct - 01 Nov, 2019
NGN 150,000.00(The Workshop fee is N150,000.00 (One Hundred and Fifty Thousand Naira) only per participant to cover workshop literature and materials, executive bag, tea/coffee, lunch, photograph and certificate.)
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Chris Onwuasigwe, FCA – 08033045484 08033045484

5% discount for 3-5 participants and 10% discount for 6 and above number of participants from the same organization.
A distinguished team of facilitators who are eminently qualified professionals has been assembled to lead discussions in course of the workshop.
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