Front Office Management & Customer Relations Skills: August 22-23; #70,000

The image of an organisation is only as good as the image of its front liners. What does your front office says about your company? Any organisation that strives for excellence, distinction and success, must ensure that there is apt projection of the company at the front desk.
This programme equips the front desk officer with the savvy and panache required to create the right impression for the organisation with your customer/guests.

People involved in communicating with customers will find this workshop enhances their skills and confidence in handling customer interactions.
The workshop will enable participants to increase their effectiveness in projecting a professional image, relationship building, information exchange, active listening, complaints handling, and generating greater customer satisfaction and loyalty.

Target Competencies

Communication skills with customers
Customer orientation
Emotional control
Empathic outlook
Flexibility
People reading
Self confidence

Module 1:

The Front Office: Owning & Managing the Front Desk
Receiving & Handling Customers
Managing Difficult Customers
Developing Telephone Etiquette
Professional Attitude & Behaviour
Poise, Appearance & Comportment
Emotional Intelligence/Self Awareness
Elocution & Diction
Toxic Traits to Avoid

Module 2

Introduction to Customer Service
Definition of customer service
Service dimensions
Addressing Customer needs
A profile of Different Customer Personalities
Dealing with Difficult people and difficult behavior
Characteristics of difficult people
Suggested responses
Six personalities that lead to conflict and how to deal with them

Module 3

Effective communication with customers
Definition of communication
Communication goals
Communication as a critical success factor
Communication with customers
Reading the body language of customers
Characteristics of a good listener
Behaviors that block listening
How to be an active listener

How To Register for Our Courses

Our Training is a Pre-registration event, you need to register to reserve your seat and then pay the course fee into our GTBank account details as follows: McTimothy Associates: 0125042720 Register now at our website at www.mctimothyassociates.com

▪ Venue: Capital Building: 332 Ikorodu Road, Anthony Village/Maryland, Lagos.
▪ Payment Terms: All payment (cheques/cash deposit) are to be made in favor of: McTimothy Associates; GTBank Account number- 0125042720
▪ Group Registration of 3 participants attracts discount of 5%.
▪ All payment covers: Course fee, Comprehensive Training Materials, Tea break, Lunch, & Certificate.

Our Sincere Appreciation to Participants from the following Organisations who have attended our Programs:

Great Nigeria Insurance Plc, Matrix Energy Ltd, Cummins West Africa, Cash Craft Asset Management, FAN Milk Plc, Phase 3 Telecoms, FUN Science world, PowerGen Ltd, Premier Paints plc, Swiss Biostadt, Voda Paints, Propertymart Real Estate, Grand Oak Ltd, PHCN Plc, Spectrum Innovation Tech Ltd, Merc & Brands Ltd, Geobi Nigeria Ltd, Etisalat Nigeria, Unilever Nigeria, ,Safetymart Ltd, Fibrecom Limited, Aframero Ltd,First System Refinishes Ltd, Connect Nigeria, Cneico Nigeria Ltd, Portland Paints & Products Plc, Oak Interlink Company Ltd, Equipment Hall Ltd, Trivest Technologies, Whispering Palms, Artscape Limited, Hiqos Technology Ltd. Fursa Group, Revilo Aerospace Ltd, Royal Roots Communications ltd, Affordable Cars Ltd, Total Health Trust Ltd,Vital Solutions, Nexans Kabelmetal Nig. Plc, Partnership Investment Co. Plc, Fun Science World, Atlantic Waste & Power System, Taland Place Hotels, Cenouxs Logistics Ltd, FedEx, FanMilk Plc, Symbolic Technology Nig. Ltd, Corona School Trust, Nochies Industries Ltd, Signal Alliance, Well Spring University, SystemSpec Ltd, Starcom Media, Mama Cass Restaurants, First Bank, Enterprise Development Centre (EDC), Delta Afrik Engineering, Agusto & Co, among others.

Abuja Office

1st Floor, Nigeria Reinsurance Building, Plot 784A, Herbert Macaulay Way, Central Business District, Abuja.

Port Harcourt Training Centre

AMAM Hotel, No. 2, Okomoko Street, D-Line off Olu Obasanjo Rd, Port Harcourt, Rivers State

CUSTOMIZE THIS TRAINING

You can request to customize any of our training/courses as an in-house option. This helps you to achieve effective cost-savings while your team learn to develop their skills among peers and focuses on direct and tangible/specific job-related issues at the training.

Help Desk

For further registration enquiries kindly call Customer Associates on: 01- 4534754, 07034854045, 08150425712, 08058805444. or send nomination request to: training@mctimothyassociates.com

2017 Training Calendar

Our 2016 Training Calendar is available for download to help prepare you/your staff for training/development. You can DOWNLOAD THE CALENDAR HERE NOW