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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 best way to find yourself is to lose yourself in the service of others” - Mahatma Gandhi

To build skills so that customer facing personnel will be equipped to communicate effectively face-to-face, over the telephone and through emails		  
     
  Programme Contents

  
  Project a Professional Image  
  Dressing to Influence  
  Deportment & Body Language  
  Customer Interface  
  Positive Image on Telephone  
  Parts of a Telephone Call  
  Service Focus Language  
  Improve Voice Quality  
  Handling Angry Callers  
 
Business Writing 
 
  Email Writing Style & Etiquette  
  Format

  
  1½  day or 2 day workshop  
     
  Benefits:

  
  Exerting roles in the service process  
  Speaking the service language  
  Listening actively to drive results  
  Knowing customer types  
  Managing conflict