.: Stafford & Chan: Corporate Training, Consulting & Coaching:.

	Telephone Techniques
	Managing difficult Customers
	Writing for Customer Service
	Service Across Cultures


	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