Frontline Excellence Training
Any person who is responsible for your company's "First Impressions"
INTRODUCTION
Several phone lines are ringing, lights on the phone are blinking, co-workers are asking questions, and here comes a customer...
How does the person manning the front desk of your office or business handle several people simultaneously with professionalism and poise?
What message does your customer receive - one of chaos or one of professionalism?
This fast-paced course is specifically designed to answer these and other important questions.
WHO SHOULD ATTEND?
Any person who is responsible for your company's "First Impressions"
WHAT WILL DELEGATES LEARN?
Where Customer Excellence Starts
- Internal versus external customers
- Image and Grooming
- Knowing my company
- Why customer care is important
- Meeting and exceeding customer expectations
- The Communication Jungle: Understanding Different Communication Styles
Excellent Telephone Skills
- Call response time
- Putting callers on hold
- Transfer of calls
- Dealing with visitors
- Taking Messages
Handling Difficult People and Situations
- Empathy
- How to deal with ANGER and CONFLICT
- The LADDER approach
Plans for Tomorrow
- Putting it All Together
- Action Plan
Training Method:
Our training is based on creating an environment where the learner is the most important person. The trainer is there to guide and facilitate. Within our programs, participants become engaged in an experience that mirrors the pressures and challenges faced in a real-world situation.
Time: 08:00 - 17:00
Venue: The Peer Group Offices - Randburg, Johannesburg
Cost: R2 650.00 (excl.VAT)