In The Secrets to Being a Front Desk Superstar, 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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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 getting 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
