Course Content
- How to spot and correct potential safety risks at the front desk
- Managing visitors and controlling the flow of front door traffic
- Strategies for screening incoming mail and packages, including what to do in case of a bomb threat
- Life-saving strategies to use when threatening people are in your lobby
- How to respond to a variety of emergency situations, from medical emergencies to fires
- Delivery procedures that are safe, efficient and hassle-free
- Proven phone techniques to calm even the angriest callers
- Essential words and phrases that make a caller feel welcomed and give a great impression of your company
- Tips for dealing with a high volume of calls—and how to diplomatically place people on hold
- Speaking with a smile: How to convey your enthusiasm and positivity through your voice
- An innovative way to stay “up” for every phone call … even if you’ve answered the same question 20 times
What you will learn
- Clearly define and understand the customer relationship.
- Communicate clearly, effectively and professionally
- Take clear, concise messages and follow instructions
- Assess how tone and posture can affect the clients’ reaction
- Resolve conflicts within the scope of their job
- Handle complaints effectively and ensure client satisfaction.
- Manage time effectively to ensure the completion of critical business tasks.
- Use everyday office equipment effectively
- How to say “No” without feeling guilty or causing resentment
- How to handle your all-important role as gatekeeper with poise and polish
- Active listening techniques that will improve your effectiveness overnight
- How to ask clarifying questions so you can get the job done right the first time
- Do others see you as a professional? Here’s how to ensure that your words and actions make it clear you are
- Key things you can do to gain recognition and expand your role within the organization
- Using your body language to convey a strong, confident presence
Requirements & who can attend
- Front Desk Professionals, Who are interested in front desk job.
Learn by doing
- Understanding customer relations
- Communication skills
- Telephone techniques
- Dealing with difficult people
- Conflict resolution
- Handling complaints
Time Management
