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You only get one chance to make a good first impression, and yours may be in the hands of the receptionist.

Hello to you,

I earnestly invite your organisation to the transformational Front Office training of the year titled: The Outstanding Receptionist

The role of the modern reception manager is expanding. As well as performing general reception duties, they are increasingly expected to undertake a wider range of other tasks to better support the organization. 

In just the first few minutes of interaction with a customer or visitor, the reception manager sets the tone for the company. As a matter of fact, the modern reception manager serves as a crucial central coordination point for the organization and their contacts with clients, suppliers, customers etc. 

On top of front desk operations, the effective reception manager recognizes that an on-going knowledge of the business and a pro-active approach to providing customer service to both the internal and external customers are crucial.

Learn how to polish your image, perfect your telephone skills, and increase your value to your organization in this receptionist training seminar.

SEMINAR DETAILS

Venue: The Sarova Stanley Hotel, Kimathi Street, Central Nairobi, Kenya

Date:   Thursday 9^th – Friday 10^th June, 2022
Course Fee: Ksh. 28,200 inclusive of 2 days attendance, buffet meals, teas, seminar kit and taxes.

Seminar Title: The Outstanding Receptionist Seminar

NITA: Participating organizations can claim reimbursement of fee paid in accordance with NITA Rules.

PAYMENT AND DISCOUNT SCHEME
Package of 2 Delegates, 3^rd Delegate pay half fee

Package of 3 Delegates, 4^th Delegate attends for free

 

TARGET AUDIENCE

Executive Assistants, Administrative Assistants, Receptionists, Front Desk Staff, Customer Service Staff, Customer Care Centre Staff

 

COURSE OUTLINE
To start you on the right track, this course has been developed to equip budding reception managers with all the essential skills to better manage the front desk and support the organization in a more efficient and professional manner.

 

Course topics include, amongst others:

1.   Identifying the role and responsibilities of the modern receptionist

2.   Conveying a positive image by using appropriate phone greetings

3.   How to receive visitors professionally- making visitors feel welcome

4.   Booking couriers and taxis, including cross checking invoices 

5.   Simple negotiation skills to get a win-win outcome for both parties

6.   Managing multiple responsibilities and priorities

 

Projecting a Professional Image

• Understanding that you are the ‘face’ of the company and the importance of your role
• Understanding how body language affect people’s first impression of you
• How to project a professional image
• Organizing your front desk area and ensuring that literature is up-to-date
• 7 things you can do to immediately put customers at ease

Communication Skills

• What is effective communication?
• Enunciation & clarity of speech
• Listening Skills
• Nonverbal communication 

Perfecting your Telephone Skills

• Recognizing the impact of the absence of body language when on the phone, and how to compensate for it
• Conveying a positive image by using appropriate phone greetings that are warm and welcoming
• How to put callers on hold politely and alternatives to keeping them on hold indefinitely
• How to deal with aggressive callers with positive phrasing techniques
• How to be assertive yet polite over the phone
• Tips on how to take messages quickly and accurately over the phone
• Being a gate-keeper- blocking and redirecting calls
• Transferring a call: Using the 3-way transfer; Putting a customer on hold; when a transfer cannot be completed

Managing Visitors

• How to receive visitors professionally- making visitors feel welcome
• Managing visitors arriving and leaving the building
• Keeping track of visitors
• Providing information and advice to visitors and guests 

Managing Couriers and Suppliers

• Keeping track of deliveries and couriers
• Booking couriers and taxis, including cross checking invoices for these services
• Take decisions on the use of suppliers related to the reception function 
• Supplier liaison - how to get the best from your suppliers in the reception function

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
• Updating and issuing information to appropriate internal customers to ensure that they have current and accurate information 

Managing and Dealing with Prickly Personalities

• How to deal with annoyed or angry customers/visitors using the LAST technique and how to adapt it for face-to-face interactions vs. telephone interactions
• How to say ‘no’ without upsetting internal and external customers
• Being assertive with and handling prickly people with tact and diplomacy
• Simple negotiation skills to get a win-win outcome for both parties

Managing Multiple Responsibilities and Priorities

• Prioritizing the daily plan
• Tackling important versus urgent tasks
• How to avoid time-wasters
• How to manage conflicting priorities
• Managing paperwork and emails
• Effectively handling interruptions
• Managing small projects

 

TESTIMONIALS

“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

 

Do you have a number of staff who would benefit from this course?
For confirmation of participation, please submit name(s) of your nominees to Kate on +254 722 533 771

 

Best Regards,

Kate Wanja,

Delight Africa Ltd,

Dev Towers - 5th Floor, Suite 5A

Biashara Street, CBD Nairobi

P.O. Box 12269 - 00100, Nairobi Kenya

Land line: +254 722 533 771 (or) +254 700 221 221

WhatsApp : : +254 722 533 771 & +254 729 236 920
*‘**Promoting Professionalism in Corporate Training**’*

NITA Approved Trainers - No. TRN/1383

 

Quote of the day

“Excellence is not a destination; it is a continuous journey that never ends. Aspire greatly; anything less than a commitment to excellence becomes an acceptance of mediocrity.”  Brian Tracy

 

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OTHER UPCOMING SEMINARS 9TH-10TH JUNE 2022 AT THE SAROVA STANLEY HOTEL, NAIROBI, KENYA

1.   THE PEOPLE MANAGEMENT SKILLS SEMINAR

2.   THE OUTSTANDING RECEPTIONIST SEMINAR

3.   THE ANNUAL DIGITAL, SOCIAL MEDIA SALES & MARKETING SEMINAR

Read more...!

Posted by bisnis internet at 2:27 AM | Permalink | Comments

Greetings,

THE EFFECTIVE CREDIT MANAGEMENT & SPEEDY DEBT COLLECTION SKILLS WORKSHOP, 9TH-10TH JUNE 2022 AT THE SAROVA STANLEY HOTEL,
NAIROBI, KENYA

PROGRAM OVERVIEW

“Having bumper sales may not mean having bumper profits”.
Sounds familiar?
Very often, the problem is poor credit control and debt collection. Bad debt is a part and parcel of doing business. However, with effective debt collection techniques,
it is something that can be managed and controlled to ensure the organization stays on the right track of probability.
A well trained employee in debt collection means increased cash conversions, optimal resource utilization and great return on investment but many employees find
debt collection frustrating and tough.
This 2 days high impact workshop will provide you with critical, fool-proof techniques that will help your company improve credit management and debt recovery. 
Trainers will share valuable personal experiences and practical techniques in debt recovery while retaining customers’ satisfaction.

 

SEMINAR DETAILS

Venue: The Sarova Stanley Hotel, Kimathi Street, Central Nairobi, Kenya

Date:   Thursday 9^th – Friday 10^th June, 2022
Course Fee: Ksh. 34,200 inclusive of 2 days attendance, buffet meals, teas, seminar kit and taxes.

Seminar Title: The Effective Credit Management & Speedy Debt Collection Skills Workshop

NITA: Participating organizations can claim reimbursement of fee paid in accordance with NITA Rules.
Pay Scheme: Organizations sponsoring 3 participants get the 4th to attend free.

 

COURSE COVERAGE

 

Module 1: Understanding company credit and debt: 

• Reviewing the credit cycle from application to payment
• Identifying possible causes of outstanding payments
• Assessing the impact of outstanding debt on your company's financial results
• Identifying ways in which you can motivate your customers to pay their outstanding
• Debts

Module 2: Credit Risk Assessment:

• Financial Factors Affecting Credit Decision (Financial Statements: What to Look for) Probability of Default, Exposure at Default, Loss given Default, Expected Loss
• Borrowing Need and Capacity Assessment
• Leverage and Coverage Ratios
• Liquidity, Profitability and Activity Ratios
• Cash Flow Analysis and Projections
• The Z Score
• Credit VaR

 

Module 3: Non-Financial Factors Affecting Credit Decision:

• Business Environment and Industry Status
• Company Vulnerability
• Management Integrity, Skill & Execution
• Exercises and Cases

 

Module 4: Debt collection as a vital financial activity: 

• Completing debtor reports as an effective debt management tool
• Setting definite and realistic debt collection targets
• Comparing your debt collection results to your initial objectives
• Analyzing the return-on-investment of your debt collection activities 

 

Module 5: Planning and preparing for effective debt collection: 

• Preparing reports and statistics on daily collection sheets
• Classifying your debtors to enable a well-targeted approach
• Using the debtors classification to analyze the potential risk each debtor poses to your company
• Controlling customer accounting activities
• Drawing up a collection checklist to facilitate systematic collections
• How do you decide whether to collect the debt by telephone or by letter?  

 

Module 6: Mitigating Risk Assessment:

• Setting the Credit Limit
• Review New Accounts
• Re-Evaluate Existing Accounts

 

Module 7: Essential telephone techniques: 

• Ensuring that you are sufficiently prepared before dialling the number
• Understanding professional telephone procedure
• Dealing with angry customers and excuses
• Overcoming personal and company objectives
• Turning promises into commitments to pay
• Using agreed payment dates and reminders to ensure that the debt is paid
• Learning how to close calls amicably

 

Module 8: Collection Performance and Efficiency:

• Aging of Accounts Receivable and Bad Debt Reserves Analysis
• Accounts Receivable Turnover and Days Sales Outstanding
• Collection Effectiveness Index
• Analysing Operating and Cash Cycles
• Improving Working Capital Health
• Bad Debt Collection
• Factoring
• Overdue Ratio Calculation
• Discount & Prepayments

 

WORKSHOP STYLE  

This will be a participative workshop with a mix of interactive learning sessions, exercises and discussions aimed to provide maximum impact and learning retention for all delegates.

 

TARGETED PARTICIPANTS
This is a very important Seminar for all personnel who act as:-

·        Credit Controllers, Managers & Supervisors

·        Accounts Receivable Officers, Supervisors & Clerks

·        Anyone with accounts receivable and credit collection responsibility

·        Loans, Credit and Debt Managers

·        Revenue and Sales Officers

·        Financial Administrators

·        Business Owners, Directors and Entrepreneurs

·        Revenue Officers

·        Sales Managers

·        Customer Care Department

·        Staff Members Willing To Refresh Their Credit Management Skills

 

PROGRAM BENEFITS

At the end of this workshop, participants will learn how to:

• Deal with delaying or non-payment excuses and reduce credit exposure of difficult customers effectively
• Collect from financially distressed debtors
• Grasp the importance of strategic importance of credit collection management and commercial/business awareness
• Master the art of collecting debts through phone and the three phases of collection call
• Successfully implement a proactive and practical credit management and debt recovery strategies to address delay/non payments
• Better understand different methods of collection (including negotiation) on debts
• Lay groundwork to make collection efforts produce better results
• Comprehend the legal perspective in debt collections and maximizing debt recovery through ligation procedures
• Write effective letters, faxes and emails that are shorter, clearer and deliver desired results
• Make the right decisions in credit collection and increase your organization’s Return on Investment (ROI)
• Use different debt collection techniques to different situations designed specifically for your customers

 

 To book this Course, contact Kate on +254 722 533 771

 

Profound Respects,

Kate Wanja,

Delight Africa Ltd,

Dev Towers - 5th Floor, Suite 5A

Biashara Street, CBD Nairobi

P.O. Box 12269 - 00100, Nairobi Kenya

Land line: +254 722 533 771 (or) +254 700 221 221

WhatsApp : +254 729 236 920
*‘**Promoting Professionalism in Corporate Training**’*

NITA Approved Trainers - No. TRN/1383

 

Quote of the day

"Don't wait until you're in a crisis to come up with a crisis plan." Phil McGraw

To unsubscribe, please send STOP

 

Other Upcoming Seminars, (Course Fees Ksh. 34,200 Per P/P Per Seminar)

 

1.   THE PEOPLE MANAGEMENT SKILLS SEMINAR, 9^th-10^th JUNE 2022 AT THE SAROVA STANLEY HOTEL, NAIROBI, KENYA

2.   THE OUTSTANDING FRONT OFFICE/ RECEPTIONIST SEMINAR, 9^th-10^th JUNE 2022 AT THE SAROVA STANLEY HOTEL, NAIROBI, KENYA

3.   THE ANNUAL DIGITAL, SOCIAL MEDIA SALES & MARKETINGSEMINAR, 9th-10th JUNE 2022 AT THE SAROVA STANLEY HOTEL, NAIROBI, KENYA

Read more...!

Posted by bisnis internet at 2:26 AM | Permalink | Comments