The Secrets to Being a Front Desk Superstar - SkillPath | Seminars

SKILLPATH ON•SITE TRAINING
The Secrets to Being
a Front Desk Superstar
Practical techniques on how to master the many critical
responsibilities of the front desk!
Who Will Benefit From
This Seminar …
Administrative
assistants, executive
secretaries, office
managers, senior
administrative support
staff, staff assistants—
anyone who is asked
to handle the front
desk and all
its responsibilities
At any given moment, you might be handling one caller’s question while two other lines are ringing …
dealing with pushy salespeople who won’t take “No” for an answer … and handling visitors, callers and
vendors who can be demanding, angry or just plain rude. Not to mention juggling the demands of multiple
bosses, nonstop paperwork, incoming mail and deliveries and everyone seeming to think their urgent
request should be your No. 1 priority!
That’s a lot to ask of any one person. Yet as the individual in charge of the front desk, you’re one of the most
important people in your organization. Because you’re the first person most outsiders come into contact with,
the impression you make has a huge impact on your organization’s bottom line.
Here’s your chance to learn how to make your life in this challenging role much simpler—a new seminar
we’ve put together especially for you: The Secrets to Being a Front Desk Superstar. In just one day,
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. You’ll learn great new strategies for coping with cranky
callers … how to keep several bosses happy without losing your mind … sure-fire ways to stay calm in the
midst of chaos … what to do in case of emergency … how to get the respect you
deserve … and how to make your challenging job satisfying and fulfilling day after day. And that’s only a
fraction of what we’ll cover in this information-packed seminar!
On-Site Seminar Objectives
You’ll learn dozens of practical, powerful new skills you can put to work your first day back at your highdemand
job. For example, you’ll learn …
• How to handle every call with finesse and polish … even when two other lines are ringing
• How to project an “in-charge” image that’ll make your dealings with difficult individuals
much simpler
• How to handle the pressure of juggling people, paper and priorities
• How to organize your time and your environment for maximum efficiency
• How to use simple, practical techniques to keep your stress down and your productivity high
Let SkillPath’s on-site trainers show you how to master the multiple responsibilities of working the front
desk. Call 1-800-767-7545 today to schedule this unique workshop.

SKILLPATH Seminars
Course Overview
The Secrets to Being
a Front Desk Superstar
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 “incharge”
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