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Customer Service and Frontline

Effective Reception Skills and Email Etiquette

This course is designed to build confidence and develop the skills necessary to promote a professional image on the telephone and at the front desk.

It covers the following:

Reception and telephony

• Telephone answering skills
• Voice control for greater clarity
• Recording messages accurately
• Developing listening skills
• Dealing with difficult customers
• Conflict resolution over the telephone
• Presenting a professional image
• Client services: speaking to customers

Email etiquette

Telephone Skills

COURSE OVERVIEW

The telephone contributes to quick and cost-effective business communication, but this dynamic instrument can only be a tool to enhance business opportunities once we know how to use it effectively. In most cases, the telephone is the first contact customers have with your organisation and the way in which you apply your telephone skills can make or break the corporate image.

Assertiveness and Conflict Resolution

Course Category: Personal Development

Time: 8:30AM
Duration: 1 Day

Aim

Grow and enhance communication techniques and interpersonal skills which will develop a personal mind-set that is geared towards understanding oneself and others. Harnessing these skills will enable the individual to manage conflict in a professional and empathetic manner while maintaining a level of assertiveness that will encourage positive resolutions.

Objectives

Office Administration

This highly practical programme will help you gain the skills and techniques needed to excel as an Administrator, by developing the knowledge, skills and behaviours required to successfully work in a business environment.

Cost and Time effective E and M-Learning option available: www.mpowrme.co.za / download the Mobile App on Google Play

Customer Service Excellence for Managers ISO aligned

Unit Standards : 10052

Level 5

Credits 6

Module 1 – Quality Management – Customer Service

Outcomes:

At the completion of this module you will be able to:

 Discuss and relate to the concepts

 Customer needs and expectations

 Supplier management

 The customer experience

 Customer service strategy

 Customer satisfaction and Customer loyalty drive profitability

 The 9 key principles of customer service

ISO Customer Service Standards

• The Customer Service Policy

Customer Service Excellence

The goal of a successful company is to have customer service that is not just the best, but legendary.

This programme will equip learners with the necessary tools, techniques and skills to effectively deliver consistent, memorable, quality Customer experiences that fulfil your Company’s Brand.

Cost and Time effective E and M-Learning option available: www.mpowrme.co.za / download the Mobile App on Google Play

***CUSTOMER SERVICE EXCELLENCE***

The perfect course for all client facing staff and employees dealing with people needing to have a professional business approach and etiquette.

• Understanding Customer Service

• Focusing on the Customer

• Handling Complaints

• Delivering Excellent Customer Service on the Telephone

• Coping with Stress

• Going the Extra Mile!

The course is adaptable to all levels of staff - Different dates and venues available - On-site training optional.

Course presented nationwide!

US Aligned: 7789 NQF: 4 CREDITS: 8

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