Front Office Management & Customer Relations Skills

 The image of an organization is only as good as the image of its front
 liners. What does your front office say about your company? Any
 organization that strives for excellence, distinction and success, must
 ensure that there is an apt projection of the company at the front desk as well as on social media which today is the first point of customer contact with your business.
 This program equips the front desk officer with the savvy and panache
 required to create the right impression for the organization with your
 customer/guests.

 People involved in communicating with customers will find this workshop
 enhances their skills and confidence in handling customer interactions.
 The workshop will enable participants to increase their effectiveness in
 projecting a professional image, relationship building, information
 exchange, active listening, complaints handling, and generating greater
 customer satisfaction and loyalty. The course also looks at and implements how the front office adds real-time/bottom-line value/results by implementing and managing online/social media marketing right from the front office.

Target Competencies

•  Communication skills with customers
•  Customer orientation
•  Emotional control
•  Empathic outlook
•  Flexibility
•  People reading
•  Self-confidence
• Social medial management

Module 1:
 ----------
 The Front Office: Owning & Managing the Front Desk

•  Receiving & Handling Customers
•  Managing Difficult Customers
•  Developing Telephone Etiquette
•  Professional Attitude & Behaviour
•  Poise, Appearance & Comportment
•  Emotional Intelligence/Self Awareness
•  Elocution & Diction
•  Toxic Traits to Avoid

 Module 2
 ----------
Introduction to Customer Service

•  Definition of customer service
•  Service dimensions
•  Addressing Customer needs
•  A profile of Different Customer Personalities
•  Dealing with Difficult people and difficult behavior
•  Characteristics of difficult people
•  Suggested responses
•  Six personalities that lead to conflict and how to deal with them

 Module 3
 ----------
 Effective communication with customers

•  Definition of communication
•  Communication goals
•  Communication as a critical success factor
•  Communication with customers
•  Reading the body language of customers
•  Characteristics of a good listener
•  Behaviors that block listening
•  How to be an active listener

Module 3
 ----------
Digital marketing overview and scope

• Digital marketing versus traditional marketing
• B2B and B2C most ideal platforms:
  • Facebook
  • Twitter
  • LinkedIn
  • Business blogging   
• Auditing your website
• The seven-step digital marketing plan
• Organizing your digital marketing calendar

• 2+1 OFFER: For Companies nominating more than two persons, we have a 2+1 of up to 6 persons offer where you nominate three persons and pay only the course fee for two persons only.
• Group Discount for persons more than 7 -15 persons are also available at 5%
• Group of 16 and above persons attract a 10% discount
• Only one discount category applies per term.