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  Business Etiquette
  Business Writing
  Coaching & Mentoring
  Communication Skills
  Customer Service
 
Enhancing Client/Customer Experience
Managing difficult Customers
Service Across Cultures
Saying It Right
Telephone Techniques
Writing for Customer Service
  Dressing to Influence
  Interpersonal Communications
  Leadership Skills
  Presentation Skills
  Consultative Selling Skills
  Team Building
  Think on Your Feet
   

 
   
  Objective

 
 
“The telephone is the life-line of any business. Often, the first contact a customer has with a business is through the telephone”
 
Raise the level of telephone techniques & establish a consistent procedure of handling the telephone to provide a service focused telephone culture
 
     
  Programme Contents

 
  Corporate Image  
  How do You Rate?  
  Telephone Role-Play  
  Parts of a Telephone Call  
  Telephone Role-Play Review  
  Handling Difficult Callers  
  Managing Callers in Difficult Times  
  Telephone Courtesy & Handy Hints
 
 
  Format

 
  1 day or 2 day workshop  
     
  Benefits:

 
  Representing your company professionally  
  Manage time with customers, yet not compromise on service  
  Master articulation skills to cater to an international audience  
  Handle difficult callers with confidence and diplomacy  
  Increase customer loyalty by applying customer delight elements