Workshop on Voice of the Firm: What Every Front Office Executive Needs to Know

Program overview:

In today’s business environment, a key element in business practice is to create a unique image for the organization and its products.  A major way to influence the feelings, opinions or beliefs held by customers, prospective customers, suppliers and other public is through the front office. The front office personnel who have contact with the public act as image maker for their respective organizations. This workshop is designed to assist participants acquire skills in managing the interface between the organization and her relevant public.

For whom:

This program is designed for Customer Relation Personnel, Executive Client Service Officers, Managers who oversees Front Office, Receptionists, Call Centers Officers and Managers and Customer Service Officers / Executives.

Learning objectives:

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

*          acquire basic skills in person perception and customer psychology;

*          explain the role of attitude in relationship building;

*          improve interpersonal skills;

*          see customers as the profit center of any successful business organization;

*          manage and sustain good customer relations; and

*          manage and sustain good corporate image.

Course outline:

Day 1: Overview of organizational effectiveness

• Managing Reception Procedures and Processes.
  • The role & expectations of a front office manager
• Manners and personal attitude a cultural dimension
  • Understanding basic courtesies in business relationships.
  • Managing / organizing the front office

Day 2: Developing effective use of the Telephone

• Managing customers waiting time
  • Perception of Customer Waiting Time
  • Real waiting Time / Customer Perceived

Waiting Time

• Managing customer situations
  • Developing Assertiveness Skills
  • Developing Effective Listening and

Probing Skills

• Developing Good People Retentive

Memory Skills

• Managing / Handling Difficult Visitors

Day 3: Care” the bottom line of excellent service

• Courteous, – Attentive, – Responsive,

– Encouraging (CARE)

• Developing excellent human relations skills
• Front office executives as the organizations’

public relations officers

• Corporate Dressing and

Personal Carriage

• Tips for Successful Career Management

Training Methodology

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