COURSE CONTENT
Creating a winning Image
•Correct Etiquette and Protocols
•Communicating effectively
•How to dress appropriately
Building a Productive Subordinate - Supervisor Relationship
•Expectations
•Managing for Results
•Maximising Individual Relationships
•Matching Maturity Level to Leadership Styles
•Administration
Effective Telephone Techniques and Courtesies
•Making Positive Impression
•Knowing the Appropriate Ways of Responding to People
•Techniques of Probing
•Techniques of Informing
Time Management
•Telephone and their Interruptions
•Inadequate Planning
•Personal Organisation (and Disorganisation)
Effective Filing
•Organizing your files
•Proper labeling of files
•Organizing contents for easy retrievability
Effective Follow-ups
•31-day System; Six Folders System; and Normal Filing System
•Identification and Segregation
•Designating Retention Period
•Using Planners Effectively
Laying the Foundation for Customer Service
Defining the Role of Customer Service
Fostering Customer Service Attitude & Image
Setting Customer’s Expectations
•Product knowledge- the need for it
•Who are your customers?
•Understanding their expectations and needs
•What every customer wants to hear
•Rights of customers
Steps in Handling Complaints
Techniques to Handle Customers
•Handling customers with an “Attitude”
•Handling Irate Customers