Front Office and Customer Relations Course

– 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 skills

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.

TRAINING METHODOLOGY

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.

DATE:

1ST BATCH:              12th – 15th March, 2019

2ND BATCH:             9th – 12th July, 2019

3RD BATCH:             29th Oct – 1st Nov, 2019