THE OUTSTANDING RECEPTIONIST AND ADMINISTRATION ASSISTANT SEMINAR, 23RD-24TH MARCH 2023 AT THE SAROVA STANLEY HOTEL, NAIROBI, KENYA
You only get one chance to make a good first impression, and yours may be in the hands of your receptionist.
I earnestly invite your organisation to The Outstanding Receptionist Training Seminar.
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 23rd – Friday 24th March, 2022
Course Fee: Ksh. 32,200 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, 3rd Delegate pay half fee
Package of 3 Delegates, 4th 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
1. 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
2. Communication Skills
- What is effective communication?
- Enunciation & clarity of speech
- Listening Skills
- Nonverbal communication
3. 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
4. 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
5. 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
6. 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
7. 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
8. 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 Grace on +254 722 533 771
Best Regards,
Grace Wambui,
Delight Africa Ltd,
1st Floor, Delight Center
Muindi Mbingu Street, CBD Nairobi
P.O. Box 12269 - 00100, Nairobi Kenya
Land line/WhatsApp : +254 722 533 771 (or) +254 700 221 221
-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
To unsubscribe, please send STOP
