McTimothy Associates

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Front Office Management & Customer Relation Skills

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 an 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 out that 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 by implementing and managing online/social media marketing right from the front office.

$ 128.49

Event Date: 06/12/2022 – 07/12/2022

Total:

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

Receiving & Handling Customers
Managing Difficult Customers
Developing Telephone Etiquette
Professional Attitude & Behavior
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 the customer

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 4

Front office management via online marketing skills for front office

  • 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

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