Course Details

Front Office Customer Service Skills

Being in the front line of an organization, serving the people who buy your products or services can be demanding and require certain skills. The front office personnel shape the perception of the public about your organization. Several phone lines are ringing, lights on the phone are blinking, coworkers are asking questions, and here comes a customer or client. How does the person manning the front desk of a manage several people simultaneously with professionalism and poise?

This training is specifically designed to answer this and other important questions. It aims to provide front office staff with the right attitudes, skills and knowledge to make every customer contact positive and memorable. Participants will be exposed to skills needed to: develop a personal attitude for excellent service, make the front desk/reception areas a desirable marketing office, build customer service into a culture, become an excellent human relations manager, handle telephone communication effectively and resolve customer complaints professionally.

In addition to learning the elements of effective verbal and visual communication, participants will find out how to expertly satisfy even the most demanding and difficult people without jeopardizing their health or safety. Delegates will have the opportunity to improve their skills through role play, case studies and practical exercises to enable them return with confidence to the workplace ready to satisfy their customers.

Learning Outcomes

At the end of this training, participants will:

  • Understand personal habits and behaviors that impede projection of a professional image
  • Learn how to be a “Gate Opener” rather than “Gate Keeper”
  • Understand the components of a professional image and project it always
  • Acquire Friendly, Welcoming and Ready-To-Help Attitude
  • Understand the need to have the requisite knowledge of the organization’s products and services in order to competently attend to customers
  • Manage telephone communication with clarity, accuracy, and courtesy
  • Learn to take responsibility for complete customers’ satisfaction
  • Improve their verbal communication and listening skills
  • Understand and learn to implement strategies for dealing politely and successfully with discourteous, demanding, or dissatisfied customers/clients.
  • Know the precautionary steps they should take in emergency situations that might compromise the safety of everyone in the workplace

Course Module

  • Best Foot Forward – Your Professional Image
  • Corporate Grooming
  • Business Outlook
  • Dressing and its Codes
  • Power of positive attitude
  • Psychology of Customer Service
  • Customer Service Cycle
  • Customer Service Rules
  • Reception Procedures and Processes
  • Emotional Intelligence
  • Business Etiquette
  • Types of Customers and how to manage them successfully
  • Building Self Confidence and Assertiveness
  • Grace Under Pressure: handling challenging behaviours with diplomacy and tact
  • Winning with Words: Verbal Communication Skills
  • Telephone Handling and Telephone Manners
  • Listening and Questioning Skills
  • Body Language Dynamics
  • Making Waiting Easier and Enjoyable
  • Customer Empathy
  • Resolving Customer Complaints and Creating Satisfaction
  • Managing difficult people successfully

Who Should Attend

All Front Office Officers/Receptionists who interface with customers, Customer Relations Officers etc.

Training Delivery Techniques

For learning to be more impactful and effective, we adopt a seamless combination of Lectures, Group Discussions, Case Studies, Individual/Group Exercises, Videos and Role Play. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and this will aid attendees to apply the knowledge gained both at work and personally.

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