THE ADVANCED FRONT DESK SUPERSTAR SEMINAR 5-6 OCTOBER, 2017 AT SAROVA WHITESANDS MOMBASA, KENYA

Sun Sep 17 07:57:17 UTC 2017

Greetings!

This 
is a two-day seminar that takes an in-depth look into the vital role of the 
front office staff and the important contribution they make to the successful 
and effective running of an organization.

Venue: 
Sarova Whitesands Beach Resort & Spa, Mombasa County, Kenya.
Date: 
5th-6th October 2017
Course 
Fee: 
Ksh.36,200/- inclusive of 2 days attendance, 5-course meals, seminar kit & 
taxes.
Pay 
Scheme: 
Package of 4 Delegates get 1 Free Slot
Audience: 
Executive Secretaries, Front Office Managers, Customer Service staff, 
Receptionists & Administrative assistants

Overview
Most 
frontdesk professionals wear lots of hats! They’re handling callers’ questions, 
dealing with visitors who can be demanding or rude, juggling the demands of 
multiple bosses, handling paperwork and mail … the list goes on and on.
We 
know the job of a frontdesk professional is anything but easy and that’s why we 
designed The Advanced Front Desk Superstar Training. This training course 
provides hundreds of practical tips, techniques and secrets, each designed to 
give them the cool confidence and professional skills to make it look easy and 
really shine.

Seminar 
Outline
Techniques 
for handling difficult callers, visitors and tasks with ease
How 
to make the most of the 6 seconds that can make or break a relationship with a 
customer
How 
to immediately put visitors at ease … even when they have to wait
Helpful 
tips for keeping track of visitors
How 
to get a point across—even when 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
How 
to say “No” without feeling guilty or causing resentment
Smart 
ways to build your telephone image fast
Rapport 
builders that make every visitor feel important and welcome 
Greetings 
that communicate warmth and professionalism

Phone 
techniques to ease stress and maintain control
How 
to handle the all-important role as gatekeeper with poise and polish
How 
to establish authority and still be gracious … even with the vendor who won’t 
take “No” for an answer!
The 
7 sentences to never say to a caller … and what to say instead
Phone 
finesse: Simple things to make sure callers feel taken care of
Screening 
techniques that don’t annoy or offend callers

External 
& Internal Customer Service
Understanding 
how and why it’s important to treat colleagues as internal customers
Working 
closely with colleagues as internal customers to build the value you add to 
them
How 
to handle co-workers who overact
Updating 
and issuing information to appropriate internal customers to ensure that they 
have current and accurate information 

Down-to-earth 
ways to project an image that commands respect
How 
to ensure words and actions reflect a professional image
Body 
language: How to use it and read it to
How 
to maintain high energy and enthusiasm all day long

How 
to remain calm under pressure … even when others are angry or 
upset
Communication 
skills 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 to 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 
“thinking styles” affect responses 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 to get the job done right the first time
A 
diplomatic way to address the problem of escalating expectations
What 
to say when bosses have conflicting priorities
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

A 
take-away workbook is yours to keep!
Like 
this program, a delegate workbook has been soundly researched by a team of 
specialized curriculum developers. The information is timely, relevant and 
designed for long-term results. After the program, it will be a valuable desktop 
reference to help implement the new skills back at the office.

A 
message for managers: How you’ll benefit from sending your delegates to this 
seminar
Most 
front office staff spend their days reacting to everyone else’s demands, the 
telephone, visitors, other employees and stress.
To handle it all, they need 
specific skills. They need to know how to manage their time, deal with all types 
of people, handle conflict with composure and project a first-rate image for 
your organization.
Just think: how much would your receptionists benefit by 
gaining these skills? And even more important, how much would your organization 
benefit?
Help all of your receptionists to develop a “no limit” attitude. 
Send them to this seminar, and you will see results immediately. We guarantee 
it.

Sponsor 
Background
Delight 
Africa is one of East Africa’s most respected providers of professional seminars 
with a reputation for high-quality, convenient and practical business-skills 
training in every industry and sector. 
As 
we continue to grow, expand, and change to meet client and market needs, we 
always remember that every individual customer matters and that collectively, 
they are our most valuable assets. That’s why our goal is the same today as it 
was 7 years ago – to provide the best choice in business skills training with 
maximum convenience to help you – our customer – achieve success! 

Upon 
completion of the program
Participants 
will know improvements they can make in their appearance, written, verbal and 
listening skills, and physical work space to best enhance their own and their 
company's image. They will also understand strategies for handling a variety of 
problematic situations ranging from mild interruptions to serious 
emergencies.
With instruction in stress-reduction techniques and development 
of personal action plans, they will be able to implement changes that should 
enable them to be exceptional representatives of their organization.

Your 
Investment 
will cater for; Presentation, Facilitators fees, A Take Away Workbook, All 
Training Materials (videos & manuals), Certificate of participation, 
Sumptuous Meals, Photography & Refreshments.

Participants 
love Delight Africa seminars
“The 
experience was most enlightening. Given in a very special format which was very 
clear. Thank you.”– 
Charles Omwenga
“I 
now feel confident to compile a plan of action to enhance my day-to-day work 
performance and further my career ambitions.”– 
Ann Mwihaki
“This 
is a very good seminar. The speaker was lively, and everyone engaged in the 
interactive discussions.”- 
Edith Babu
Limited 
slots are available for this Event.
For 
more information on participation, contact Catherine.
Profound 
Respects,
Catherine 
Wanja,
DelightAfrica 
Ltd,
DevTowers 
- 4th Floor, Suite 4A
Biashara 
Street, CBD Nairobi
P.O. 
Box 12269 - 00100, Nairobi Kenya
Land 
line: +254 722 533 771 Mobile : +254 700 221 221
Fax 
: 020 222 54 39
WhatsApp : +254 729 236 920
*‘**PromotingProfessionalism 
in Corporate Training**’*
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