Front Office and Customer Relations Course

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