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Customer Service and Frontline

Communication Excellence

Aim: To supply the learners with the necessary knowledge and confidence, enabling them to conduct advanced business conversations and ensure high standards of communication within an organisation. Content: ,Listening Tonality, Positive Speech, Forming a commonality, Personality Types - Understanding People, Body Language Analysis, Setting boundaries / Assertiveness, Understanding and working with criticism, Understanding your own prejudices, De Bono 6 hat thinking technique, Communicating with your superiors, Cellular/Holistic vision, Authority Levels.

Developing Your Management Potential I

Aim: To educate supervisors, junior and middle management on the basic requirements of good management Content: What Are the Qualities of a Good Manager? Understanding People, Making the Transition From Worker to Manager, Understanding Your Own Role and Responsibilities, Understanding Your Management Style, Is Your Approach Holistic or Cellular? Setting Clear Goals and Expectations, Going for the Quick Fix over the Lasting Solution, Setting Clear Standards, Delegating and Empowering, Making Time for Employees, Recognising Achievement, Failing to Learn, Training Your Staff.

How to Deal with Difficult Clients and Discussions

Course Content: The important role that customers play, Why are clients normally difficult? What do clients want when they speak of service and client care? What is considered courteous behaviour/good telephone etiquette and why is it important? What communication skills are necessary to make for a good client interaction? What is the KISS principle in customer care and why is it important? How do you calm a client down (4 techniques)? How do we overcome language barriers?

Frontline Reception II (Advanced)

Aim: To assist receptionists and office administrators in reaching goals and setting high standards in the smooth operation of the front office. Content: Skills, Qualities and Attributes, Identifying and Classifying Your Customers, Developing Your Role and Contribution, Identifying Urgent Versus Important, Assertive Communication, The Key to Effective Written Communication, Effective Minute Taking, Keeping an Effective Diary, Maintaining Professionalism and Etiquette, Additional Material for Leisure Reading, Useful Info on Setting up Agendas.

Customer Care Training 2 Day

To motivate and empower the learner to communicate clearly and concisely. Emphasis on client care and relationship building. This Services SETA Accredited workshop is aligned with Unit Standard 10354: Contribute to a diverse working environment in a Contact Centre

Frontline Reception I

Aim: To advise and guide the learner in a practical and fun way in the finer points of reception and communication excellence. Content: Attitude and Aptitude, Understanding People, First Impressions Last, Colours, Body Language, Communication Starts With the Ability to Listen, The Etiquette of Meeting and Greeting, The Etiquette of Telephonic Liaison, Effective Communication Skills, Exceeding Expectations, Solidifying My Role as- Director of First Impressions - , A Comprehensive List of Information for Receptionists, What Procedures Should You Have?

Business Etiquette and Professionalism

Aim: To assist all business people with observing business protocol and etiquette ensuring successful relationships with colleagues and clients. Content: Etiquette- What is it? Manners and Etiquette, Personality, Daily Etiquette, Procedures and Protocol, How to Introduce People, How to be the Perfect Guest, How to Leave a Party Graciously, More How To's, Time and Personal Space, The Etiquette of Communication, Electronic Communication, Business Meetings, Business Entertaining, Business Travel, Etiquette and Finesse, Networking and Collaboration

Business Etiquette and Diversity

Aim: To explain and demonstrate the need for- appropriate - behaviour. Assisting the delegate with deciding what is appropriate and informing the delegates as to the dos and don - ts of other cultures. Course Content: Etiquette- What is it? Personality, where culture, etiquette and personal preferences overlap, The Etiquette of Cross Cultural Communication, Time and Personal Space, Gender and Etiquette, Grooming, Generational Differences

Frontline for Medical Practices

This course is designed to upskill medical receptionists and frontline personnel to be highly professional. All frontline staff such as receptionists, relief receptionists and telephony personnel will benefit from the practical information and approach to this all important position. Outdo your competitors and upskill today.

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