- Best Foot Forward- Features of a Professional Image:
In this introductory discussion, participants will learn the many components that make for a first-class impression. Using an array of visual examples, the instructor will help participants discover both obvious and subtle signals front-desk employees give before saying a single word when encountering others. By examining the outward signs of those with a polished presence, they will have a better sense of steps they can take immediately to create a professional image for themselves and their organization.
- One Step Back- What Will Ruin the Image:
This second unit is a companion to the first as participants learn the behaviors and habits that can destroy not only their image but that of their organization. They will see how body language, mannerisms, appearance, and personal grooming considerations can enhance or destroy their credibility. Also, they will see the physical space they occupy at work is an important part of their image that should not be neglected. The remainder of this unit includes techniques and tools for clearing and organizing desk space, managing paper, and maintaining a professional environment.
- Making Connections- Image and Customer Service:
At this point in the training, the instructor will help participants understand how the physical appearance of environment and staff go a long way toward creating a positive first impression of an organization. By engaging in interactive exercises, participants will see how even small details can promote a favorable attitude in customers and clients.
- Whose Line Is It Anyway?- Taking and Making Calls like a Pro:
As important as it is to project professionalism in person, it is just as important to do so over the telephone. In this component, participants will learn how to convey a positive image over the phone by using appropriate greetings that are warm and welcoming. They will find out ways to put callers on hold politely and learn alternatives to keeping them on hold indefinitely. The instructor will also give them strategies for taking messages quickly and accurately, transferring calls with ease and grace, and ending calls with overly talkative callers without appearing abrupt or rude.
- Winning With Words- Verbal Communication Skills:
Another crucial feature that will enhance participants' professionalism and promote exceptional customer service is their development of expert communication skills. In this segment, the instructor will introduce participants to Business Training Works' signature diagnostic tool, The Communication Jungle, which will enable them to identify their own communication styles and those of others. By understanding how people differ, they will learn how to adjust their wording to best answer questions and satisfy the needs of those they serve. They will also learn how tone of voice and active listening are part of the communication process.
- Beyond Words- What the Body Says:
In this portion of the training, participants will complete the discussion of communication techniques by learning how to interpret body language in themselves and others. Posture, arm placement, hand gestures, and facial features speak volumes even when people are silent. Being aware of their own body signals and knowing how to "read" those that others send will contribute to both improved personal image and better customer service.
- Grace under Pressure- Handling Difficult People with Diplomacy and Tact:
The mark of true professionalism in front-desk representatives is their ability to deal effectively with problematic customers without losing patience or dignity. Delivering exceptional customer service to those who don't necessarily deserve it requires special skill and remarkable self control. At this point in the program, the instructor will show participants tactful, courteous, and safe ways for handling visitors who have no appointments, those who are angry and impatient, and those who might actually pose a threat to the well being of those in the office.
- Stress Reduction- Steps to Regaining Enthusiasm and Keeping Burnout in Check:
This important component of the instruction includes valuable information on identifying factors that contribute to anxiety, irritation, and frustration in the workplace. Once participants have identified specific issues that induce stress, they will be shown steps they can take quickly and easily to keep it from overtaking their lives. The information they receive here is easily transferable to their personal lives as well.
- Beyond the Moment- Plans for Tomorrow:
The final unit in this course includes the development of an individualized action plan for each participant. As a result of what they have been taught during the session, they will be able to produce a list of goals and steps for the purpose of improving their image and customer-service skills. With specific objectives tailored to meet their individual needs, they should be able to immediately implement their plans and see improvement that will be of benefit to them and the organization they represent.
