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Professional Front Office and Administration Skills


LEARNING OBJECTIVE

This programme will provide receptionists and front office staff with practical skills and knowledge to ensure that they provide a professional and outstanding service to both internal and external clients.

DESIGNED FOR

Receptionists, administration assistants and those people working in front of office positions. 

LEARNING CONTENT
  • The role, functions and attributes of the professional receptionist
    - Review the functions of the reception role
    - Reaffirm the importance of the receptionist's role
    - Realise what skills and attributes are required to be an outstanding receptionist 

  • The importance of first impressions
    - Creating a professional first impression of yourself and your organisation 
    - Recognise how the way you present yourself affects your credibility 

  • Professional telephone techniques 
    - Using different techniques to sound confident and assertive 
    - Using the phonetic alphabet
    - Handling messages effectively 
    - Creating a professional image by speaking correctly and clearly 

  • Delivering excellence in customer service 
    - Recognising the importance of exceptional customer service and total customer care 
    - Handling calls positively from the start to the end
    - Dealing with challenging customers using the FIRST technique to resolve issues successfully
    - Recognising the barriers to effective listening and how to overcome these 

  • Communication skills 
    - Identify four different behavioural styles and how to best work with each one to enhance communication and reduce conflict
    - Sharpen your rapport in seven quick steps
    - Recognise today's business writing trends 

  • Time management 
    - Planning your time more effectively
    - Dealing with interruptions/diversions
    - Managing e-mail  
    - Plan a simple project quickly 

LEARNING OUTCOMES
  • Understand the role and function of the front office/reception staff

  • Recognise what is required to deliver excellent customer service

  • Communicate better with both your external and internal customers

DURATION

One day

FACILITATOR 

Robyn Bennett from Blenheim

After 17 years secretarial experience supporting senior management, Robyn established a business that specialises in providing training in office administration.

Robyn is known for her interactive and fun training style, ensuring participants are learning, and increasing their skills and knowledge.  

NEXT LEARNING STEPS

Invercargill 14 August 2018 9.00am - 4.30pm OSEA, 64 Arena Avenue, Invercargill 14/08/2018 09:00 14/08/2018 16:30 96 Professional Front Office and Administration Skills Invercargill - OSEA, 64 Arena Avenue, Invercargill dd-mm-YYYY


Investment

$ 600.00 + GST for members
$ 820.00 + GST for non members

Terms & Conditions

 

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