Introduction
As it is said... You only get one chance to make a good first impression, and yours may be in the hands of your receptionist..! The role of the modern reception manager is expanding. As well as performing general reception duties, they are increasingly expected to undertake a wider range of other tasks to better support the organization. In just the first few minutes of interaction with a customer or visitor, the reception manager sets the tone for the company.
As a matter of fact, the modern reception manager serves as a crucial central coordination point for the organization and their contacts with clients, suppliers, customers etc.
On top of front desk operations, the effective reception manager recognizes that an on-going knowledge of the business and a pro-active approach to providing customer service to both the internal and external customers are crucial.
Learn how to polish your image, perfect your telephone skills, and increase your value to your organization in this receptionist training course.
TARGET AUDIENCE
Executive Assistants, Administrative Assistants, Receptionists, Front Desk Staff, Customer Service Staff, Customer Care Centre Staff
COURSE OUTLINE
To start you on the right track, this course has been developed to equip budding reception managers with all the essential skills to better manage the front desk and support the organization in a more efficient and professional manner.
DAY 1
- Projecting a Professional & Efficient Image
- Understanding the importance of reception and administration as both the ‘face’ of the company and the crucial engine-room
- Understanding how body language affect people’s first impression of you
- How to project a professional image
- Personal efficiency & time and priority management
- Organizing your work space
Day 2
- 7 things you can do to immediately put customers or coworkers at ease
- Perfecting your Telephone Skills
- Recognizing the impact of the absence of body language when on the phone, and how to compensate for it
- Conveying a positive image by using appropriate phone greetings that are warm and welcoming
- How to put callers on hold politely and alternatives to keeping them on hold indefinitely
- How to deal with aggressive callers with positive phrasing techniques
- How to be assertive yet polite over the phone
- Tips on how to take messages quickly and accurately over the phone
- Being a gate-keeper- blocking and redirecting calls
- Transferring a call: Using the 3-way transfer; Putting a customer on hold; when a transfer cannot be completed
Day 3
- Managing Visitors
- How to receive visitors professionally- making visitors feel welcome
- Managing visitors arriving and leaving the building
- Keeping track of visitors
- Providing information and advice to visitors and guests
- Managing and Dealing with Prickly Personalities
- How to deal with annoyed or angry customers/visitors or co-workers using the LAST technique and how to adapt it for face-to-face interactions vs. telephone interactions
- How to say ‘no’ without upsetting internal and external customers
- Being assertive with and handling prickly people with tact and diplomacy
- Simple negotiation skills to get a win-win outcome for both parties
DAY 4
- Essential Time and Productivity Management
- Perhaps THE most valued aspect of a good office administrator is “getting stuff done!”
- Goal setting, Prioritisation, Staying on task, Maximizing the outcomes from interactions
- Focus on the high payoff activities
- Using a robust prioritisation strategy
- Managing the pesky interruptions
- Kick procrastination into touch!
- Dealing Effectively With Stress
- Looking at the causes of stress and your vulnerability to decreased effectiveness
- Reducing the negative impacts of stress
- Accentuating the positive!
- Spotting the signs of stress in yourself and others
- Tips for better stress management
- Diary Management, Business Reports and Letter Writing
- Diary Management
Day 5
- Business Writing Skills
- Introduction to Business Report Writing
- Exploring Reports
- How to Prepare for Writing
- Exercise Files: Business Report Writing
- Meetings, E-Mails, Handling Confidential Documents
- Introduction to Effective Email Writing
- Email Manners
- Handling Confidential Documents
- Successful Minutes Taking
- Data Management & Record Keeping
- Appointment Booking and Arrange an Interview
GENERAL NOTES
- This course is delivered by our seasoned trainers who have vast experience as expert professionals in the respective fields of practice. The course is taught through a mix of practical activities, theory, group works and case studies.
- Training manuals and additional reference materials are provided to the participants.
- Upon successful completion of this course, participants will be issued with a certificate.
- We can also do this as tailor-made course to meet organization-wide needs. Contact us to find out more: Info@skyrokersinstitute.com
- Physical training will be conducted at Skyrokers Training and Consultancy Institute , Nairobi Kenya.
- The training fee covers tuition fees, training materials, lunch and training venue. Accommodation and airport transfer are arranged for our participants upon request.
- Payment should be sent to our bank account before start of training and proof of payment sent to:Info@skyrokersinstitute.com
