BE THE FRONT DESK SUPERSTAR SEMINAR 7-8 OCTOBER 2021 AT THE SAROVA WHITESANDS MOMBASA, KENYA
Be The Front Desk Superstar Seminar
Greetings!
This is a two-day seminar that takes an in-depth look into the vital role of the front office staff and the important contribution they make to the successful and effective running of an organization.
Venue: The Sarova Whitesands Beach Resort & Spa, Mombasa County, Kenya.
Date: 7th-8th October 2021
Course Fee: Ksh. 28,200 inclusive of 2 days attendance, meals, seminar kit and taxes.
Pay Scheme: Package of 3 Delegates get 1 Free Slot for the 4th Delegate
Audience
Executive secretaries, Front Office managers, Receptionists & Administrative assistants, Administrative Assistants, Receptionists, Front Desk Staff, Telephonists, Switchboard Operators, Personal Assistants, Customer Service/Care Centre Staff
Overview
Most front desk professionals wear lots of hats! They’re handling callers’ questions, dealing with visitors and vendors 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 front desk professional is anything but easy and that’s why we designed Be The Front Desk Superstar 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
Written Communication
Saving time and energy – using style guides and templates to get more accomplished, fast E-mail tips for getting the right message out fast, whether you’re e-mailing one or 100 Great written communication guidelines and resources
People & Personalities
The 4 personality styles and how to work with each. How to understand and interpret office dynamics – and make sure they aren’t affecting you. Proven strategies for dealing with toxic and exhausting people. 5 techniques for building strong working relationships across departments and throughout the organization. They’re not your boss, but … how to work with co-workers who think they have authority over you
Bonus Section: How to handle security threats and dangerous situations
Steps to take in case of fire, natural disaster or violence?
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.
Resource Person: Mark McMeeking, People Development Specialist
Mark McMeeking has a reputation as one of Europe’s most effective management training professionals.
Before moving to Europe, Mark started his career in training, HR and recruitment roles in South Africa. For the last six years he has worked as a management and training consultant for a number of large organizations, focusing on the areas of personal efficiency, performance management and appraisal, presentation, facilitation, sales and customer service.
Mark’s enviable academic achievements and international experience as a management training specialist is complimented by his friendly and open style. With an obvious talent for facilitation, his well-known professionalism, knowledge and understanding of the topic, you can count on a practical and results oriented course.
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 9 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.
A message for managers: How you’ll benefit from sending your delegates to this seminar
Most front office 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.
Participants love Delight Africa seminars
“Thumbs up! Your resource speaker is the best. She's one of those people who work and enjoy at the same time. Her energy is contagious.”
--- Concilia Barasa, Kenya Power
“Well presented and discussed. A very good seminar.”
--- Margaret Mwasi, Kenya Ports Authority
“It was great attending this training. I am now confident to handle in-house events in Subaru Kenya. I will definitely attend more of your trainings.”
--- Irene Njoka, Subaru Kenya
“For someone who has no front office background, it's amazing that I am able to understand the lesson very well. I have gained the basic knowledge required.”
Marion Oloo, FEU-East Africa College
“I've been in a lot of seminars, but this is the first time I really participated in the discussions. For sure, I'll be able to apply everything I acquired from this seminar.”
Mary Kimani Thuo, Insular Life
Other Upcoming Delight Africa seminars in Mombasa
Title: THE ANNUAL DIGITAL, SOCIAL MEDIA SALES & MARKETING SEMINAR
Venue: The Sarova Whitesands Beach Resort & Spa, Mombasa County, Kenya.
Date: 7th-8th October 2021
Course Fee: Ksh. 32,200 inclusive of 2 days attendance, meals, seminar kit and taxes.
Pay Scheme: Package of 3 Delegates get 1 Free Slot for the 4th Delegate
For confirmation of participation, please get in touch with Catherine.
Your Investment will cater for; Presentation, Facilitators fees, A Take Away Workbook, All Training Materials (videos & manuals), Photography, Certificate of participation, Sumptuous Lunch & Refreshments.
Profound Respects,
Catherine Wanja,
Delight Africa Ltd,
Dev Towers - 5th Floor,
21 Biashara Street, CBD Nairobi
P.O. Box 12269 - 00100, Nairobi Kenya
Land line: +254 722 533 771 Mobile : +254 700 221 221
WhatsApp : +254 729 236 920
*‘**Promoting Professionalism in Corporate Training**’*
NITA No. TRN/1383
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