Developing Exceptional Receptionists & Front-Liners

28-29 Mar, 2019, Furama Hotel Kuala Lumpur

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Ms. K. Yasotha, a corporate trainer for various multinational organizations, has more than 15 years of experience in the training industry and has lectured with various leading institutes in Malaysia and Singapore. Her participants comprise officers, support staff, secretaries, executives and managers from numerous corporate sectors.

 

As the Customer Relations Manager for an international organization, Yasotha worked closely with all departments to ensure the highest quality of service to customers while maintaining professional business etiquette and customer service skills which she now imparts to her participants.

 

Having a personal mission to educate and empower individuals with the required knowledge in order to achieve personal and organizational excellence, she is an enthusiastic and dynamic trainer who achieves her mission through lively and challenging interactive sessions.

 

She specializes in business communication, personal development, leadership, customer service, motivation as well as writing skills and has conducted in-house training for Hyatt Regency, Western Digital, Puteri Nursing College, EON Bhd, Sony Video, ACCA, Mayban Assurance, Johor-Tenggara Oil-Palm Estates, Guthrie Oil Palm Estates, Yamaha Music Academy, AE Technology, Bank Pertanian, KLMF, SP Setia Berhad, BDO Binder, GEP Associates, Great Eastern, MCIS, Bax Global, Zaid Ibrahim & Co., Measat Broadcast Network Systems, Kobe Precision Technology, Malaysian National Reinsurance Bhd, BASF Petronas Chemicals, Penang Port Authority, Multimedia University, Soritsu Sdn Bhd, Mattel Sdn Bhd and Telekom Research & Development. Yasotha holds a Masters in Corporate Communication, a B.A. Honours from Universiti Sains Malaysia and is a certified trainer in TESL.

Venue Details

Furama Hotel Kuala Lumpur
136 Jalan Changkat Thambi Dollah, 55100 Kuala Lumpur, - 55100
Phone : (603) 2788 8888

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Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

COURSE HIGHLIGHTS
  • Your Role as a Front-Liner
  • Enhancing Work Quality
  • Developing Interpersonal Skills
  • Quality Customer Service for Customer Retention
  • Practicing Excellent Telephone Courtesy and Etiquette
  • The Front-Liner’s Professional Image
METHODOLOGY
  • Lectures
  • Case Studies
  • Group discussions
  • Role-plays
WHO SHOULD ATTEND
  • Front-line Staff
  • Call Centre Staff
  • Receptionist
  • Customer Service Staff
AFTER ATTENDING THIS COURSE,
YOU WILL RETURN TO YOUR JOB…
  1. Understanding your role in your organization and delivering excellent customer service
  2. Developing a positive attitude towards job, colleagues and customers
  3. Learning the finer points of excellent telephone etiquette
  4. Handling customer complaints and difficult situations with ease
  5. Communicating effectively with both internal and external customers
  6. Presenting a poised and confident professional image and behavior
 
DAY ONE
9:00 YOUR ROLE AS A FRONT-LINER
  • Understanding the importance of front-line service
  • Why organizations consider excellent front-liners as organization assets
  • Roles and responsibilities of a front-liner
  • How a front-liner can make it or break it for an organization
  • The role of attitude for the front-liner’s success
10:45 ENHANCING WORK QUALITY
  • How work quality can be enhanced?
  • Assessing strengths and weaknesses of the front-liner
  • Turning to intrinsic motivation when the going gets tough
  • Maintaining excellent work quality in challenging situations
1:00 Lunch

2:00

DEVELOPING INTERPERSONAL SKILLS

  • The role of words, intonation and body language in communication
  • Understanding and overcoming the barriers of communication
  • Practicing effective listening skills for enhanced communication
  • Passive, aggressive and assertive styles of communication
  • Turning negative language into winning language
5:00

End of Day 1

 
DAY TWO
9:00

QUALITY CUSTOMER SERVICE FOR CUSTOMER RETENTION

  • Responding positively to moments of truth
  • The front-liner’s role in the cycle of service
  • Understanding the laws of customer service
  • Under-promising but over-delivering for the delighted customer
  • Responding positively to complaints
1:00 Lunch

2:00 PRACTISING EXCELLENT TELEPHONE COURTESY AND ETIQUETTE
  • The importance of good telephone techniques
  • First impressions over the telephone
  • Handling the incoming and outgoing calls
  • Taking and leaving messages
  • Pronouncing words accurately
3:45 THE FRONT-LINER’S PROFESSIONAL IMAGE
  • The importance of professional image for the front-liner
  • The effects of looking good on self-confidence
  • Appropriate posture and gestures that reflect professionalism
  • Manners and etiquette that enhance the image of the front-liner
5:00

End of Course