INVITE: THE FRONT DESK SUPERSTAR TRAINING SEMINAR, 29-30 JUNE, 2017, KSMS NAIROBI, KENYA
Greetings!
This is a two-day seminar that takes an in-depth look into the vital role of the frontoffice staff and the important contribution they make to the successful and effective running of an organization.
Venue: The Kenya School of Monetary Studies (KSMS), Nairobi, Kenya.
Date: 29th-30th June 2017
Course Fee: Ksh.33,200/- inclusive of 2 days attendance, 5-course meals, seminar kit &taxes.
Pay Scheme: Package of 4 Delegates get 1 Free Slot
Audience: Executive Secretaries, Front Office Managers, Receptionists &
Administrative assistants
Overview
Most frontdesk professionals wear lots of hats! They’re handling callers’ questions, dealing with visitors who can be demanding or rude, juggling the demands of multiple bosses, handling paperwork and mail … the list goes on and on.
We know the job of a frontdesk professional is anything but easy and that’s why we designed Be TheFrontDeskSuperstar Training. This training course provides hundreds of practical tips, techniques and secrets, each designed to give them the cool confidence and professional skills to make it look easy and really shine.
Seminar Outline
Techniques for handling difficult callers, visitors and tasks with ease
How to make the most of the 6 seconds that can make or break a relationship with a customer
How to immediately put visitors at ease … even when they have to wait
Helpful tips for keeping track of visitors
How to get a point across—even when talking to a person who’s resistant, upset or angry
How to deal with feelings of anger and helplessness when dealing with difficult people or unreasonable behavior
How to say “No” without feeling guilty or causing resentment
Smart ways to build your telephone image fast
Rapport builders that make every visitor feel important and welcome
Greetings that communicate warmth and professionalism
Phone techniques to ease stress and maintain control
How to handle the all-important role as gatekeeper with poise and polish
How to establish authority and still be gracious … even with the vendor who won’t take “No” for an answer!
The 7 sentences to never say to a caller … and what to say instead
Phone finesse: Simple things to make sure callers feel taken care of
Screening techniques that don’t annoy or offend callers
Internal Customer Service
Understanding how and why it’s important to treat colleagues as internal customers
Working closely with colleagues as internal customers to build the value you add to them
How to handle co-workers who overact
Updating and issuing information to appropriate internal customers to ensure that they have current and accurate information
Down-to-earth ways to project an image that commands respect
How to ensure words and actions reflect a professional image
Body language: How to use it and read it to
How to maintain high energy and enthusiasm all day long
How to remain calm under pressure … even when others are angry or upset
Communication skills to minimize conflict and reduce friction
8 great ways to handle difficult people and situations … without getting upset or hurt
The 2 rules of stress-free living to use on the job
The 3-step solution for getting a customer’s mood from irate to great
The secret to remaining calm … even in the midst of craziness!
How “thinking styles” affect responses to challenging circumstances
How to juggle multiple responsibilities and the priorities of more than one boss
Sure-fire—and simple—ways to have a great relationship with any and every boss
How to ask clarifying questions to get the job done right the first time
A diplomatic way to address the problem of escalating expectations
What to say when bosses have conflicting priorities
How to keep from being sidetracked—or totally derailed—by interruptions
How to create a work environment that supports you and represents your company well
10 terrific tips for streamlining paperwork so it doesn’t keep piling up
A take-away workbook is yours to keep!
Like this program, a delegate workbook has been soundly researched by a team of specialized curriculum developers. The information is timely, relevant and designed for long-term results. After the program, it will be a valuable desktop reference to help implement the new skills back at the office.
A message for managers: How you’ll benefit from sending your delegates to this seminar
Mostfrontoffice staff spend their days reacting to everyone else’s demands, the telephone, visitors, other employees and stress.
To handle it all, they need specific skills. They need to know how to manage their time, deal with all types of people, handle conflict with composure and project a first-rate image for your organization.
Just think: how much would your receptionists benefit by gaining these skills? And even more important, how much would your organization benefit?
Help all of your receptionists to develop a “no limit” attitude. Send them to this seminar, and you will see results immediately. We guarantee it.
Sponsor Background
Delight Africa is one of East Africa’s most respected providers of professional seminars with a reputation for high-quality, convenient and practical business-skills training in every industry and sector.
As we continue to grow, expand, and change to meet client and market needs, we always remember that every individual customer matters and that collectively, they are our most valuable assets. That’s why our goal is the same today as it was 7 years ago – to provide the best choice in business skills training with maximum convenience to help you – our customer – achieve success!
Upon completion of the program
Participants will know improvements they can make in their appearance, written, verbal and listening skills, and physical work space to best enhance their own and their company's image. They will also understand strategies for handling a variety of problematic situations ranging from mild interruptions to serious emergencies.
With instruction in stress-reduction techniques and development of personal action plans, they will be able to implement changes that should enable them to be exceptional representatives of their organization.
Your Investment will cater for; Presentation, Facilitators fees, A Take Away Workbook, All Training Materials (videos & manuals), Certificate of participation, Sumptuous Meals, Photography & Refreshments.
Participants love Delight Africa seminars
“The experience was most enlightening. Given in a very special format which was very clear. Thank you.”– Charles Omwenga
“I now feel confident to compile a plan of action to enhance my day-to-day work performance and further my career ambitions.”– Ann Mwihaki
“This is a very good seminar. The speaker was lively, and everyone engaged in the interactive discussions.”- Edith Babu
Limited slots are available for this Event.
For more information on participation, contact Catherine.
Profound Respects,
Catherine Wanja,
DelightAfrica Ltd,
DevTowers - 4th Floor, Suite 4A
Biashara Street, CBD Nairobi
P.O. Box 12269 - 00100, Nairobi Kenya
Land line: +254 722 533 771 Mobile : +254 700 221 221
Fax : 020 222 54 39
WhatsApp : +254 729 236 920
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