Post on 23-Dec-2015
transcript
Our Employees
15-20 Employees
Hands-on Type Workers
Needs• Effective Communication Skills• Customer Service Skills
Training Itinerary
Training WorkshopDay 18:00 am8:15 am8:45- 9:15 am9:15- 9:30 am9:30- 9:45 am9:45- 10:00 am10:00- 10:45 am10:45- 11:00 am
Welcome Greet and Ice Breaker Activity View “Telephone Etiquette” and discussion Role-playing Activity Short Break Order Breakfast Listening Workshop Closing Comments
Training Itinerary
Training WorkshopDay 28:00am8:15- 8:458:45- 9:159:15- 9:309:30- 9:459:45- 10:4510:45- 11:00
Welcome Greet and Ice Breaker Breakfast Activity Continue Listening Workshop Short Break Breakfast Activity Recognizing and Dealing with Customer
Turnoffs Closing Comments
Phone Etiquette First Impressions
Putting Callers on Hold
Transferring a Caller
Taking Phone Messages
Lasting Impressions
Phone Etiquette Video http://www.youtube.com/watch?v=Q
NmdUKiPE_c
Listening Workshop 16 Listening Tips
• Let others tell their own stories first
• Listen Attentively• Listen more and talk
less• Relax • Ask Questions• Create a positive
listening environment.
Customer Turnoffs 5 Ideas To Deal
With Difficult Customers
Customer Complaints• Believe• Listen• Apologize• Satisfy• Thank