Course content:
The course will help create a positive impression in the minds of your customers and will help improve your staff's capacity to service customer/client needs in a professional and caring manner by using successful methods covering:

Responsibilities for receptionists, Telephone Techniques and skills, Customer Care skills, Front Office Skills, Managing difficult people/sensitive situations, Body Language, Enhancing personal qualities by Creating and presenting a professional Image, Importance of attitude & Coping with Stress.

Recommended For:
'First Point of Contact' people who may be full-time Receptionist like Customer Service Personnel, secretaries etc. A Must for Receptionists, Front Counter Personnel, Telephone Operators and other who communicate with customers/clients by phone.

Ideal for freshers wanting to make a career in Front Office/Reception Skills or for existing working personnel wanting to fine tune or sharpen their existing skills.

Training Methods:
Discussion, Problem analysis, Action learning, emphasis on individual key tasks, role-plays and use of films / video, using a practical workshop approach.

Benefits:
Your staff will gain an increased confidence in themselves and a new enthusiasm for their role while also helping them gain the confidence to deal with any situation in a professional and personal way, thereby promoting the right image of the company by conveying a desire to help and adding that little extra to service - QUALITY.

The above program is conducted regularly as a public program every month in leading cities. It can also be conducted as an in-house one exclusively for your staff at a venue & time of your convenience, thus making it very cost effective too!!

1-Day Program on:

‘Empowering Secretaries-The Effective Secretary!’

As the saying goes…’Behind every successful Manager is an efficient Secretary!’ Secretaries can make or mar a Manager. The Secretary’s role has now expanded to include a more managerial approach of getting their jobs done, meaning that the secretary organizes the work flow, manages the office, deals with situations & problems, prioritises work, manages time, listens & communicates effectively. Today, positive-minded, result-oriented, totally committed & trust-worthy Secretaries are great assets to an organization, and like an Effective Manager, Effective Secretaries are difficult to find. However, Effective Secretaries can be developed…and this will be the main focus of this One-day session

Course Outline:
• The Role of Secretaries in today’s fast changing world
• Dimensions of Secretarial Attitude
• Understanding Management functions & applying them to your job
• Finding your motivation on the job?
• Managing yourself, others (planning & prioritizing your work-Time Management)
• Setting Goals-long, medium & short
• Understanding yourself & others-Learning to understand the behaviour pattern of others & how to fine-tune yours to get what you want.
• Business Etiquette-Tele-Answering Skills, Confident Introductions & Personal Grooming
• Importance of Listening & Communication Skills & their Barriers
• Handling Complaints, Conflicts & Emotions
• What next? Growing in your job!
• Action plan for improving effectiveness

Target Audience:
A must for all Executive Secretaries, Confidential & Personal Secretaries, Administrative Assistants, Personal Assistants & other Support Staff who are keen on improving theirs & their bosses’ effectiveness in their current positions

See our Calendar for the date of program in your city!