Front Desk / Customer Service Excellence

Several phone lines are ringing, lights on the phone are blinking, coworkers are asking questions, and here comes a customer or client. How does the person manning the front desk of an office or business handle several people simultaneously with professionalism and poise? This fast-paced course is specifically designed to answer this and other important questions for those who work as an organization’s first impression representative at the front desk.

In addition to learning the elements of effective verbal and visual communication, participants will find out how to expertly satisfy even the most demanding and difficult visitors without jeopardizing their health or safety.

Program objectives:

• Describe the components of a professional image at the front desk
• Manage telephone communication with clarity, accuracy and courtesy.
• Improve verbal communication with those they meet face to face.
• Interpret body language of others to determine how best to communicate with them.
• Minimize interruptions caused by visitors and co-workers in a tactful yet determined way.
• Deal politely and successfully with discourteous, demanding or disaster visitors.
• Develop personal action plan to improve both their image and their skills at the front desk.

Content:

• One step back: what will ruin the company image.
• Best foot forward: features of a professional image.
• Taking and making calls like a professional.
• What the body says and staying safe at the front desk. Handling difficult people with diplomacy and tact