THE SECRETS TO BEING A FRONT DESK SUPERSTAR
In this seminar you'll learn...
8 great strategies you can count on when it comes to handling difficult people and situations
Powerful phone skills that will help you handle multiple calls with confidence and ease—no matter what!
Specific things you can do right now to project an image that commands respect
Tactics for maintaining safety and security for yourself and your organization
And much more
Wear lots of hats in your job? You bet you do! Here´s how to handle it all—and make it look easy ... Of course, we know your job as a front desk professional is anything but easy. You´re handling callers´ questions, dealing with visitors and vendors who can be demanding or rude, juggling the demands of multiple bosses, handling paperwork and mail ... the list goes on and on. Here´s your chance to learn how to make your life in this challenging role much simpler. In this seminar, you´ll get hundreds of practical tips, techniques and secrets, each designed to give you the cool confidence and professional skills you need to really shine.
WORKSHOP AGENDA
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Program hours: 9:00 a.m. – 4:00 p.m.
Techniques for handling difficult callers, visitors and tasks with ease
How to make the most of the 6 seconds that can make or break your relationship with a customer
10 things you can do to immediately put visitors at ease ... even when they have to wait
Helpful tips for keeping track of visitors
How to get your point across—even when you´re talking to a person who´s resistant, upset or angry
How to deal with feelings of anger and helplessness when dealing with difficult people or unreasonable behavior
Foolproof steps you can take to project an "in-charge" image
How to say "No" without feeling guilty or causing resentment
3 strong but nonthreatening responses you can give when you´re the target of verbal abuse
Phone techniques that will de-stress your day and keep you in control
How to handle your all-important role as gatekeeper with poise and polish
Yes, you can establish your authority and still be gracious ... even with the vendor who won´t take "No" for an answer!
The 7 sentences you should never say to a caller ... and what to say instead
Polite and effective ways to get ramblers, whiners and storytellers to "cut to the chase"
Phone finesse: Simple things you can do to make sure callers feel taken care of
How being assertive will help you take more effective messages
Power tips for ensuring calls are promptly returned
An innovative way to stay "up" for every phone call ... even if you´ve answered the same question 20 times
Down-to-earth ways to project an image that commands respect
Do others see you as a professional? Here´s how to ensure that your words and actions make it clear you are
Body language: What you don´t know about using it—and reading it—could hurt your credibility and image
How to avoid sending contradictory or confusing signals about yourself
What´s your credibility quotient? Gain and maintain respect with these strategies
How to maintain high energy and enthusiasm all day long
Key things you can do to gain recognition and expand your role within your organization
How to keep your cool under pressure ... even when others are angry or upset
Communication skills you can use to minimize conflict and reduce friction
8 great ways to handle difficult people and situations ... without getting upset or hurt
The 2 rules of stress-free living you can use on the job
The 3-step solution for changing a customer´s mood from irate to great
The secret to remaining calm ... even in the midst of craziness!
How your "thinking style" affects your response to challenging circumstances
How to juggle multiple responsibilities and the priorities of more than one boss
Sure-fire—and simple—ways to have a great relationship with any and every boss
How to ask clarifying questions so you can get the job done right the first time
A diplomatic way to address the problem of escalating expectations
What to say when your bosses have conflicting priorities
Easy tactics to ensure your day isn´t dominated by others
How to keep from being sidetracked—or totally derailed—by interruptions
How to create a work environment that supports you and represents your company well
10 terrific tips for streamlining paperwork so it doesn´t keep piling up
What to do when the person you´re working for seems to be overreacting
Too many details to manage? Here´s an easy system for making sure none of your many "to-do" items slip through the cracks
Safety update: What you must know to handle security threats and dangerous situations
Do you know exactly what steps to take in case of fire, natural disaster or violence? Here´s a checklist you´ll keep handy
Sexual harassment: The latest on what constitutes harassment and what to do about it
Important guidelines for responding correctly to emergencies and security threats
Alert: Don´t go another day without this list of phone numbers at your fingertips
Could this situation get out of hand? Warning signs to watch for
HELP! How to know when it´s inappropriate to handle emergencies alone ... and what to do in the 4 most common emergency situations
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1 800 145 233
1 800 145 233
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