2. Topics to be covered
1. Greetings, Welcoming
2. Dealing with Complaint, Giving
Instructions or Directions
3. Giving Information about various
Facilities, distances, Area, local
Specialities.
4. Consultation and solution of
Problems.
5. Accepting praises and criticism
apologizing.
3. Front desk Management
The front desk is a crucial connective
link between the company and its
clients.
It’s a place where you can make a
good impression on your clients
and it provides on opportunity for you
to stand out as the best among other
competitors.
4. The front desk acts as the epicentre of
the company.
The front desk oversees all desk
operations like greeting, welcoming
guests, manage calls, booking
schedules, appointments,
addressing clients queries and
providing exceptional customer
service.
5. In the hotel industry, the front office
specifically refers to the area where
customers first arrive at the hotel.
This area is also called the reception
area. A receptionist is typically
employed to work in the front office;
the role of a receptionist is to get in
touch with the customers, confirm
their reservation, and answer
customer's questions.
6. In investment banking, front office
usually describes a revenue-
generating role.
7. Greeting:
It is one of the basic functions of
communication and helps people to
connect at a more personal level.
Greeting people with warmth and
confidence is an important skill.
8. Tips to be followed when
greeting someone:
Stand up and greet the person which allows
you to engage that person on an equal
level and helps to maintain eye contact.
Facial expression says it all so put a smile
on your face: A sincere smile will send the
right message and put the customers at
ease.
Make eye contact and stay focused on
what the customer says.
Take the initiative when greeting or meeting
people. Introduce yourself it will help in
getting off to a great start.
Offer a firm handshake as you greet
9. Make the customers feel important and
focus your attention on them.
Remembering and using names of
clients is assuredly a quick way to build
good relationships
Be respectful, it helps in smooth
conducting of business.
10.
Formal expressions:
Good morning /afternoon /evening How
do you do, how are you?
Pleased to meet you How are you doing
? Nice to see you again.
Informal expressions:
Hi, how are you?
Hello, how’s everything?
11. Formal way of greeting
Manager: Good morning, how do you do
Mr Taylor?
Mr Taylor: Good morning, Sir. I am
good.
How about you Sir?
Manager: I’m good too, thank you
12. Informal Way of greeting:
Sandeep: Hello It’s been a long time
Rakshith: Hi, yes, it’s been quite a while
Sandeep: How have you been? Good to
see you again.
Rakshith: Great how’s everything in your
life?
13.
14. Welcome:
How to welcome the customers-
Greet - as soon as a guest enters the
office approach them and greet them
with a warm “Hello and a friendly how
may i help you?
A smile handshake and eye contact
are all payoff to a good first impression.
Offer them a seat to make them feel
comfortable.
Dispel their anxiety and stress. Show
that you care for the customer’s
wellbeing.
15. Offer coffee, tea to the guests A few
questions well help to connect with the
client quickly.
The clients would feel at home right
away and it’s an easy way to find out
what your clients want.
16. Examples:
Welcoming a new employee-
Congratulations on being part of our team.
The entire office welcomes you.
Welcoming a guest- A very warm
welcome to you sir/madam. It is a pleasure
to have you with us.
Welcoming your new boss-
Congratulations, we are delighted to
welcome you as a new member of our
company.
17. Exercises:
How do you welcome people in these
situations?
1) When welcoming a new employee to
the company.
2) When your team gets a new team
leader.
3) When the team gets a new client.
4) When a colleague gets transferred
from a different branch to your branch?
18. Dealing with Complaints:
Customer is the king in today’s business
world.
If the customers have a positive
experience, they may share their
experiences to family and friends which
may lead to new business relationships
but if you do not satisfy their
expectations, fail to give a positive
experience then you will have to deal
with their complaints.
Customer complaints are nothing but
feedback that point out problems with the
services or products.
19. Some of the common complaints
could be –
when a product goes out of stock for
long, they may become impatient.
How to resolve this complaint ----
customer service representatives
should report this issue to the
managers who can notify the product
management teams and. they have to
tell them that they will reach out to
them when the new shipment arrives.
20. If the product doesn’t last long they
may blame the company---how to
resolve this issue ---You can provide
for an immediate replacement of the
product
If it was the clients fault ,gently tell
them how they can avoid this outcome
in future .
21. So how to deal with customer
complaints:
The basic principle is to listen to your
customers it is important to understand
the reason for complaining.
Apologizing for a mistake may solve their
problems, unhappy customers are simply
looking for an apology and are more than
willing to forgive a company which offers an
apology. Take extra interest and resolve the
complaint
Find out the root cause of the complaint
and solve it. The customer service team can
be given authority to handle the complaints.
22. ◦ Keep a track of the complaints and
make sure they are happy with the
solution.
◦ Take feedback on how the
complaint was solved which shows
that you care about them and value
the relationship
◦ Your interaction with customers
after their problem is resolved also
matters the most and sets the stage
for future endeavors.
23. Exercises:
1) How would you react if your client
comes to you with a complaint of not
receiving any updates about their
complaint?
2) What would you do if a client came to
you with a complaint of less than quality
service?
3) What would you do if your supervisor
complaints about your teammates not
performing well?
4) How would you deal with a complaint
about non- availability of stock which they
24.
25. Giving Instructions or
Directions
Instructions and directions are used
by people in everyday situations.
People exchange information
through instruction and
directions.
Instructions and directions can be
oral or written.
Both act as providing guidelines to
enable the person to perform the
task.
26. Directions are usually associated
with geographical location (north,
south, east, west) It helps a person
to move from one specified place to
another.
Directions can also be considered
as orders. Both provide guidance for
guidance seekers.
They act as guidelines indicating
that it needs to be followed.
27. Instructions, on the other hand are
commands or steps needed to
complete a particular task.
They are more detailed and
specific as compared to directions.
They hold a tone of authority.
Clear instructions enable people
to follow without getting confused.
28. There are two parts to giving instructions
1) Sequencers 2) actions
Sequencers (adverbs) help order your
instructions the Common sequencers
are:
Firstly, initially, first of all ........
Then, next, secondly.
Thirdly, after that, consequently..........
Finally, eventually, lastly ..........
These expressions indicate the various
stages in giving instructions.
29. Actions
Tell people what is necessary
What is wrong
What is to be done
What to follow.
30. How to withdraw money from ATM:
Firstly, insert ATM card into the slot
(Usually, green coloured slot or any kind of slot)
Next select the language among the options
given on screen
Then, enter 4-digit ATM pin (Not to be shared
with anyone)
After that select your transaction out of the
option on display
Then select your Account type, which maybe
savings or current
Further enter your withdrawal amount and press
enter
Lastly collect the cash from the lower slot of the
machine and also your ATM card
End your session by pressing the cancel button.
31. Exercises:
Read the situations and write
instructions to do the following:
a) How to book an air ticket.
b) How to apply for a passport.
c) How to prepare a presentation.
32. Giving /Asking for information
When asking for information one
needs to use appropriate form
depending on the situation whether
as simple as asking someone for time
or
asking for details about a complicated
process.
33. Example: asking for information –
Informal form:
How much did you pay for the mobile?
Where did you buy this expensive laptop?
Example:
Formal form:
Excuse me, can you tell me how much the
Yoga mats cost?
Excuse me, could you explain the health
insurance benefits.
It would be of great help, if you could
provide the details of your new venture.
34. If you don’t know the answer to a
request for info, you can use one of the
phrases –
Informal:
Sorry, I can’t help you out
Sorry, I have no idea
Maybe, you should ask someone at the
front desk.
Formal:
I would like to help, but don’t have the
info
Sorry, I haven’t the faintest idea.
35. Exercises:
How would you answer a client’s
question about what kind of services the
company offers?
What information would you provide to a
client who is interested to know the
popular destination of the cities?
A client wants to know the about the
local food specialities. What would you
tell him?
36. Accepting Praises and
Criticism:
In a work environment strong
interpersonal skill will help you to
manage complex issues challenges and
day-to-day tasks.
They are considered soft skills and
some examples of soft skills are-
active listening,
teamwork,
patience,
empathy, leadership etc.
In workplaces (sometimes) one has to
deal with compliments and criticism.
37. Accepting compliments:
Examples:
Boss: Mr Krishna, the presentation was
good
Krishna: thank you sir.
Manager: the launching of the new
product was a great success
Rahul: Thanks Sir, what did you like
about the event?
38. Accepting criticism:
Learn not to take it personally.
Find out if there’s truth in what they have
said and improve yourself on those
aspects.
If someone criticises their work, some
people may react violently, some may
feel miserable.
By following a few simple rules, one can
learn to accept criticism
39. Manager: The project submitted isn’t up
to the mark.
Manish: Sir, can you clearly state your
expectations?
Boss: Your leadership qualities are
lacking.
Team Leader: I agree sir and I request
you to give time to better them.
40. Apologizing:
An apology is to say sorry, for the hurt
/ pain caused to someone intentionally
or unintentionally.
Apologies help in building good
relationships and friendships.
Saying sorry is more than mere words.
You are saying that you respect the
other person, and you are concerned
about his / her feelings.
41. Different phrases can be used to
apologize:
Examples:
I’m sorry, I forgot to call you back.
I’m sorry, I couldn’t attend the
wedding.
We apologize, for creating a mess
in your cabin.
42. An apology rendered at the right time
and right place, can make a
difference. You can render an apology,
When you hurt someone
unintentionally
You lose something that belonged to
someone else
Telling a lie
You break a promise or a rule
43. Exercises:
How do you apologise after having
made a mistake with your supervisor?
How do you apologise for a
misunderstanding caused between you
and your colleague?
How do you render an apology for
losing a client due to mistreatment?
How do you apologise after offending a
staff member?
44. Consultation and solution of
problems:
What is consultation?
Consultation is nothing but meeting an
expert or professional to seek the
advice. The word ‘consultation’ is
derived from the word ‘Consult’ or ‘to
consult’, meaning consulting sessions
45. Problem Solving
Problem Solving is an essential part of
any business consultation.
We all have problems, and it is difficult
to tackle them.
In the workplace, if the habit of
problem solving is not nurtured in the
company’s culture, eventually the
business will crumble.
46. Following are the few steps to
achieve problem solving behaviour.
Identifying the problem-
Gathering Data
Brainstorming on
Possible Solutions-
Narrow down the
solutions
Go with optimal solution
47. The Problem Solving skills one must
develop are:
Analytical
skills
Adaptability,
Quick thinking
ability
Logical
reasoning
Communication
skills
Perseverance,
Motivation
skills
Collaboration
49. Advantages of Problem-Solving
behaviour.:
◦ Better risk handling- Problem-solving skills
help in being confident of your capability to
turn risks into opportunities by going beyond
the expected.
◦ Better communication-Problem-solving
skills equip you with solving issues in a way
that minimizes accusations and brings about
a resolution regarding the problem. It helps to
build intra-team communication.
50. ◦ Improved productivity- Problem-solving
skills help in implementing solutions in an
effective and timely manner without any
hindrance.
◦ Proactive mindset- A proactive
mindset enables identifying and
executing the solution to a specific
problem. Defining, generating, evaluating,
and selecting the best solution is possible
only when one has mastered the problem-
solving skill.
