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
9th – Friday 10th 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, 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
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
To
unsubscribe, please send STOP
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
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