Reception Service Skills
Tanggal
20 March 2013
23 September 2013
Pukul
09.00 – 16.00
Tempat
Hotel to be confirmed
Jakarta
Investasi
IDR 2,250,000 per person
Incl. material handout, certificate, and 2x refreshment during coffee breaks
INTRODUCTION
The receptionist is the first point of contact with our customers. Receptionist needs to create a long lasting good impression within moments. Customers need to experience how good it feels walking into our company, so they stay loyal and committed.
This interactive workshop will enable receptionists to develop their customer service skills and communication skills within a supportive and encouraging environment. The program will reinforce the importance of their public relations role, raise awareness of the key interpersonal skills essential for their success, and help them cope with reception duties as well as administrative tasks that might come their way.
WHO SHOULD ATTEND
Suitable for receptionists, front-line staff and administrators who are required to be confident and professional in their approach to visitors and callers, whilst keeping an organized and well maintained reception area.
OBJECTIVES
Upon completion of this program participants will be able to:
• Build good public relations and project your organization in a professional manner
• Communicate well with all people at all levels
• Develop effective listening skills in order to get it right first time
• Deal with complaints and difficult situations positively
• Juggle administration tasks and reception duties effectively
PARTICIPANTS WILL LEARN
1. Providing Excellent Customer Service
• Your role in representing your company
• Defining your responsibilities to your customers
• Making first impressions count
2. Projecting a professional image
• Maintaining a positive attitude
• Professional Communication Skills
• Being prepared at all times
• Building rapport with your customers
• Successful questioning techniques to enable you to get the right information
• Effective listening skills to get it right first time
• Powerful use of your voice and language
• Dealing effectively with all types of callers
3. Turning Difficult Situations into Great Opportunities
• Handling cold calls effectively
• Dealing with difficult callers -remaining calm and professional
• Handling complaints in a structured manner
4. Juggling Tasks in a Busy Reception Area
• Tips on how to fit your admin tasks in, without neglecting your customers
• Dealing effectively with your customers when everything happens at once
• The phone ringing
• Customers wanting your attention
• Deadlines to meet
METHODOLOGY
The program will be conducted using a combination of lecture, sharing experiences and some hands on experiences to give participants practical skills in creating personal image.
LEARNING PARTNER
Carlina Agnes Patuwo
Lina is the principal consultant and founder of her own human resource application service provider and consulting business. She coaches human resource practitioners in human resource processes, secretaries and other individuals. She has 32 years’ management, human resources, secretarial, administration, consultancy and training experience and has undertaken various projects and performed a range of services, including training delivery, needs analysis and research, and consulting. Lina graduated from Tarakanita Academy in Jakarta with a major in Secretarial Science degree, which then accomplished and gained her knowledge and experience as a Secretary to Managing Director from a pipe manufacturing company in Jakarta in 1982. Her management experience has led her to believe that all personnel within any organization can excel through developing their mental resources, consequently benefiting not only themselves but also the institutions they represent. Among her list of clients are Pfizer Indonesia, Bank CIMB Niaga, Bank Maybank Syariah, Bank BNI, United Tractors, Alstom Grid, Kapal Api Global, Rajawali Corpora, Express Transindo Utama (Express Taxi), KPK, Kementerian Perhubungan, LPSE Kementerian Keuangan, Samsung Electronics Indonesia, Chevron Pacific Indonesia, Travira Air, and any more.
