Being the Best – a workshop for front of house staff
First impressions count. A positive experience for your clients and customers at the first point of contact with your firm can work wonders in the quest for a powerful organisational brand and reputation. With so much at stake, can you be sure your front of house staff is receiving the necessary support and guidance to provide excellence in service delivery? Day-to-day activity can bring challenges that rely on individuals’ strengths in communication, resilience and assertiveness. Through intensive, participative training sessions, JSB can provide your front of house employees with the tools and techniques to Be the Best.
Individual benefits:
- Overcome barriers that currently hinder your performance at work, job satisfaction or career progression
- Be better equipped to deal with a range of challenges that may arise in your day-to-day work
- Recognise the value of your contribution to the overall brand and reputation of the firm
Organisational benefits:
- Build a motivated, confident and impressive front of house workforce
- Ensure clients’ impressions of your firm reflect your organisational values
- Set your firm apart from your competitors through service excellence
- Reduce the risk of client dissatisfaction as a result of challenging front of house situations
What the training covers:
- A celebration of success – what your firm has achieved and your part in it
- The quest for excellence in service delivery – making a conscious decision to be the best
- Working across different cultures
- Personal presence, impact and authority – taking control of how we come across
- Giving and receiving feedback with colleagues– the vital importance of getting this right
- Handling feedback from clients – both negative and positive
- Managing expectations
- Telephone communication – perils and pitfalls in using the phone
- Dealing with pressure – how to prioritise when the heat is on
- Dealing with challenging people and difficult behaviour – such as rudeness and impatience
- Empathy – and remaining empathetic in difficult situations
- Managing conflict
- Bringing it all together – addressing a range of commonly experienced challenges
- Resilience – bouncing back after a challenging event or difficult day
- Action planning, feedback and evaluation