(Available also for Customised Training by Duration, Venue & Fee)
Course Contents
DAY ONE
Front Desk & Professional Image Building
• Making the front desk a desirable marketing office
• Procedures for an expected visitor
• Visitors without appointments
• Appointment time confirmation
• Understanding basic courtesies.
Self-Presentation
• Dressing code and grooming
• General outlook for business.
Interpersonal Communication Skills
• Learning to listen
• Choosing the right words to utter
• Using the appropriate tone of voice
• Communicating with appropriate body language
• Adjusting to the responses of different Personality Types.
DAY TWO
Complaints Management & Problem Solving for Stakeholders
• Internal and external stakeholders complaints
• How service complaints arise
• Know how best to act upon complaints
• Key ingredients of Problem Solving for Customers:
- Process focus
- Team approach
- Measuring solution effectiveness.
Telephone Etiquette
• A greeting that is professional
• Active listening
• Putting callers on Hold
• Transferring a call
• Taking a message
• Closing the call.
Etiquette-driven Customer Experience
• Mapping your organization’s service process
• Assessment of customer journey experience
• Audit Points for tweaking service processes.
DAY THREE
Basic Selling and Negotiation
• Probing skills
• Generating awareness for Marie Stopes
• Achieving visibility for Marie Stopes
• Objections handling
• Sales challenges and sales differentiators
• Maximising service and product delivery
• Rules of Commercial Negotiation
- No negotiation when selling is unsure
- Increase level of customer needs first
- Concession strategies.
• Maximising service and product delivery
• Common Negotiation Tactics
- Bogey
- Good guy, Bad guy
- Nibbling
- Crunch.
Personal Effectiveness & Self Mastery Skills
• The Psychology of Self-Understanding
• Introversion and interpersonal skills
• Extroversion and interpersonal skills
• Managing your Thinking Preferences
• Managing your Feeling Preferences.
Emotional Intelligence
• Identify and manage own emotions.
• Increase awareness of the emotions of others.
• Improve your conversational techniques.
• Identify different personality types.
DAY FOUR
Mastering Diversity & Multi-culture Intelligence
• The excitement and challenge diversity generates
• Cultural Beliefs and Attitudes
• Religious/Traditional Values
• Challenges of ethnicity
• Biases and stereotyping
• Potentials of cultural conflicts.
Providing Privacy and Confidentiality
• Policy and procedures that protect important information
• Methods of protecting confidential records
• Vital documents protection.
