***NSW Government Subsidised places may be available for qualifying applicants. Please see page 30 of the brochure or contact College office for more information.

Customers form a lasting impression of an organisation within 30 seconds of their first encounter. The receptionist and frontline staff are the first point of contact for customers so the role of frontline staff is as much about public relations and customer service as it is about the products and services a business provides.

This workshop has been designed to cover the key responsibilities of the receptionist and other frontline staff. It includes the key skills, qualities and communication skills required of professional frontline staff and is equally suitable for experienced frontline staff and job seekers.

This course is conducted online with opportunities to access one-to-one support from the tutor. Enrol anytime! No concession.

Agenda

Course Outcomes:

By the end of this workshop, participants will be able to:
* appreciate the importance of the role of the frontline staff as ambassadors for the organisation
* understand what it takes to be an exemptional customer service professional
* build lasting impressions on behalf of the organisation
* communicate professionally with visitors and customers from all walks of life
* handle telephone enquiries effectively
* deal effectively with security and safety issues
* deal with challenging aggressive and challenging customers and visitors with empathy

TOPICS INCLUDE:

* The role of frontline staff as ambassadors for their organisation
* Qualities and skills of a customer service professional
.
Customer service
* Customer expectations and perceptions
* Who are your customers?
* Enterprise and product knowledge

Managing the reception area
* Getting organised
* Getting the best from technology
* Handling private and sensitive information
* Privacy and document security
* Managing priorities
* Safety and security
* Ergonomics

The telephone as a business tool
* Telephone etiquette
* Your voice and speech over the telephone
* Taking accurate and complete messages

Diplomacy skills
* Manners, meeting and greeting
* Being assertive
* Accentuating the positive - Communicating using positive language

The importance of developing a positive self-image
* Keeping up appearances: Your personal appearance and presentation
* Body language

Dealing with difficult situations
* Dealing with difficult and challenging callers and visitors situations
* Fielding complaints

Your exciting future!

Tutor Profile:

Liz Paine is a people development specialist with an extensive history in coaching training and as an organisational development, human resource management and communication specialist. Although her experience in business management is vast and varied, Liz particularly loves her roles as workshop facilitator and leadership coach.

Liz‘s says she gets the biggest buzz from tapping into the potential of others and helping her clients to achieve their career or business goals.

Liz began her career as a drama teacher and applies this creative background to her approach to training so her workshops are always full of interesting activities. Her enthusiasm for participatory style workshops plus her ability to ensure there are always successful outcomes for all participants make her a sought after management consultant, leadership coach and training facilitator.

Liz is equally at home working with young people beginning their career as she is with senior executive staff. Through her two companies: “Learning Insight“ and “The Occasional Speaker“, Liz offers an extensive and diverse range of professional development programs focusing primarily around interpersonal communication, leadership, customer service and business communication.

Today Liz‘s clients include industry associations, both large and small private enterprise, government departments, Industry Training Advisory Boards and private training providers. Liz has developed and delivered training programs for organisations such as The Marina Industries Association of NSW, The NSW Boating Industry Association, Marine Queensland, Toyota Motor Corporation, St Josephs Family Services, various city and regional Councils, The Skilled Group, The National Safety Council of Australia, Principals Associations and schools, National Parks and Wildlife, and international training colleges (and of course one of her particular favourites: Macarthur Community College) . to name just a few.

Materials

Computer with internet access. The tutor, Liz Paine will contact you by email once she is notified of your enrolment.

Venue

This course is conducted online.

Comments from previous students of this class

Everything was great! Liz was very friendly and knowledgable. LD