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Business Etiquette in the Art of Giving Good ServiceWorkshop
- Code no: E - 7
Workshop Objectives:
- Giving more than just lip service
- Attitude is everything
- The customer chain
- Service is more than just saying yes
- Balancing the functions with the essence of your job
- Moments of truth
Workshop Contents:
Look before you leap
- Giving more than just lip service
- Attitude is everything
- The customer chain
- Service is more than just saying yes
- Balancing the functions with the essence of your job
A wink, A nod: Body language
- Attending skills
- How to use your hands
- The personal zone
Sticky situations with the customer
- A deadline is missed
- An order is incorrectly dilled
- The customer is treated rudely or unprofessionally
- The customer is unhappy with the product or service
How to win over a difficult customer
- Six steps to beat the heat
- Dealing with a customer's anger
- Negative filters
- How to express empathy
- The bridging and mirroring techniques
Wrinkled foreheads and clenched fists: Stress Management
- Are you stressed at work?
- Understanding your fight or flight response
- Moving from stress talk to smart talk
- How to manage your time
- Three lifetime stress reducers
Language and Handouts:
English language
Duration:
20 hours
Who should attend:
- Hotline staff
- Customer service and customer care staff
- CPS staff
- VIP customer care department
- Marketing and sales staff
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