Date | Format | Fees | ||
---|---|---|---|---|
06 Feb - 08 Feb, 2025 | Classroom | ₦350,000 | Register | |
15 May - 17 May, 2025 | Classroom | ₦350,000 | Register | |
04 Aug - 06 Aug, 2025 | Classroom | ₦350,000 | Register | |
27 Oct - 29 Oct, 2025 | Classroom | ₦350,000 | Register | |
06 Feb - 08 Feb, 2025 | Classroom | ₦350,000 | Register |
Event Details
– 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.
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Venue
Alpha Partners Professional Training Conference Centre. 200, Muritala Mohammed Way (3rd Floor), Yaba Lagos.
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