- Call : 0815 6428 671 | 07034854045
- Email : info@mctimothyassociates.com
Why Attend
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 apt projection of the company at the front desk as well as on the 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 implement how front office add real time/bottom line value by implementing and managing online/social media marketing right from the front office.
Event Date: 02/05/2025 – 03/05/2025
More Dates
07/02/2025 – 08/02/2025 |
Price: ₦195,000.0000 VAT |
|
01/08/2025 – 02/08/2025 |
Price: ₦195,000.0000 VAT |
|
02/12/2025 – 03/12/2025 |
Price: ₦195,000.0000 VAT |
Target Competencies
Communication skills with customers
Customer orientation
Emotional control
Empathic outlook
Flexibility
People reading
Self-confidence
Social medial management
Module 1: Module 2 Module 3 Module 4
The Front Office: Owning and Managing the Front Desk
Receiving and Handling Customers
Managing Difficult Customers
Developing Telephone Etiquette
Professional Attitude and Behaviour
Poise, Appearance and Comportment
Emotional Intelligence/Self Awareness
Elocution & Diction
Toxic Traits to Avoid
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
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
Digital marketing overview and scope
