Workshop on Effective Front Office and Customer Relations Management

Program overview:

Front office services are essential for any business because they are the first impression that customers have of the company. As such, they need to be highly effective and efficient in providing a top-notch customer experience. First, they provide a direct link between customers and the company. They are the people that customers interact with directly, so they need to be knowledgeable, friendly, and helpful in dealing with inquiries, complaints, and requests.

This program is designed to help Front office personnel plays a significant role in customer experience management by ensuring a positive encounter with the company’s goods and services.

For whom:

This program is designed for all personnel with first contact with customers such as customer relation officers, secretary/receptionists, Customer service representatives, Sales & Marketing professionals, security officers and cashiers.

Learning objectives:

At the end of the programme, participants will be able to:

• improve their human relations skills;
• see themselves as the image makers as well as marketers for the organization;
• develop competencies as effective manager of different persons and situations;
• develop a personal attitude for excellent service;
• ccontribute to the building of customer service into a culture;
• explain the key role of attitudes in building customer-centric culture;
• handle telephone communication effectively; and
• handle customer complaints professionally.

Course outline:

Day 1: Managing the Reception Area for Effectiveness

• Receiving & Handling Customers
• Understanding Basic Courtesies

The Psychology of Queuing

• Making Waiting Enjoyable
• Effective Listening and Questioning Skills

Corporate Dressing and Grooming

• Business Etiquette
• Creating a professional image

Day 2: Effective communication and customer service management

• Understanding the Psychology of Customers using

Emotional Intelligence

• Receiving & Handling Customers
• Telephone Handling and Telephone

Manners

• Introduction to Customer Service
  • Definition and Dimensions of Service
  • Different Customer Personalities
  • Dealing with Difficult Customers and

Managing Difficult Behaviour

• Effective Communication with Customers
  • Developing Professional Attitude &

Behaviour

• Working under pressure
• Customer empathy
• Empathic listening

• Going the extra mile
  • S.A.P model of resolving customer

complaints

• Creating satisfaction out of dissatisfaction

Training Methodology

• Lectures, discussions, exercises, case studies, audio-visual aids will be used to reinforce these teachings/learning methods.