Front Office

Look, Perceive, Act!

The front office staff are responsible for many things: from greeting, directing, answering phones and emails and managing the flow of visitors and callers to the organization. Different people have different expectations from that desk and it is the responsibility of those in charge to live up to it. One will encounter impatient clients who try to get work done immediately, introverts who keep on waiting without uttering a word and friendly ones who are easy to handle. The front office role therefore is highly visible and challenging. Despite this, it can also be very fulfilling as there is a lot to learn. Success here largely depends on how effectively the staff understand human nature, manage various distractions and remain focused on the job. The front desk is a very critical position as it represents the image of the organization. Therefore investing in this course is a worthwhile venture.

Course Outline

  • 1

    Intro: Front Office

  • 2

    The Receptionist as the Face of the Organization

    • 2.1. Video: Many faces of the receptionist

    • 2.2. Handout: Many roles of the receptionist

    • 2.3. Video: Are you a shock amplifier or shock absorber?

    • 2.4. Solution : Are you a shock amplifier or shock absorber?

    • 2.5. Activity: The 5 CANOE personality traits of front office staff

    • 2.6. Video: Solution - 5 CANOE personality traits of front office staff

    • 2.7. Quiz: The receptionist as the face of the organization

  • 3

    Importance of Customer Service

    • 3.1. Audio: Intro to importance of customer service

    • 3.2. Activity: Customer service skills in the 21st century

    • 3.3. Solution - Customer service skills in the 21st century

    • 3.4. Video - Activity: Use of positive language

    • 3.5. Video : Solution - Use of positive language

    • 3.6. Activity: How do you keep your customers hooked?

    • 3.7. Solution: Normal vs 21st century customers

    • 3.8. Activity: Griffin's cut out job - how do you know what customer's want?

    • 3.9. Video: Solution - Griffin's highlights, knowing what the customer wants

  • 4

    Does Communication Matter?

    • 4.1. Video: Listening Skills

    • 4.2. Solution - Attributes of good listening - The ladder

    • 4.3. Audio: Test your listening skills - Do it like this

    • 4.4. Quiz: Test your listening skills - Do it like this

    • 4.5. Activity: Types of questions

    • 4.6. Solution: Types of questions

    • 4.7. PPT - Questioning tips

    • 4.8. Download: Activity - Your voice phone

    • 4.9. Video: 5 Phone step for answering the phone

    • 4.10. Quiz: Does communication matter?
  • 5

    Dealing with Difficult People

    • 5.1. Download: Activity - Dealing with difficult people

    • 5.2. Solution - Dealing with difficult people

    • 5.3. Activity - Real life situations

    • 5.4. BLAST Technique for handling customer complaints

  • 6

    Your Personal Signature on the Job

    • 6.1. Video: Everyone can make a difference
  • 7

    Conclusion

    • 7.1. Download: Summary - Front Office Skills

    • 7.2. Download: Action Planning

    • 7.3. Survey: Feedback form

Pricing

Trainer

Soft Skills Trainer, Coach, Mentor, Encourager

Catherine Shimechero

Catherine has the flair of bringing out the best in people by gently and powerfully encouraging them to have a quest for excellence. This prompts one to examine their current situation and plan a move out of their comfort zone. People are inspired to want more for themselves which results in creating a difference in their lives. The only thing she requires you to carry along to the course is a smile and a positive attitude.