Front Desk and Customer Relations Skills Course

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

• 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.