TELEPHONE ETIQUETTE AND CUSTOMER SERVICE WORKSHOP

The proposed training plan is as follows:

Training Duration: 2 full days (8hrs each)
Date: 2nd & 3rd April, 2015
The training venue proposed is: Holiday Inn Dar Es Salaam City Center

Overview
Poor telephone handling and customer service can be very expensive for your company, both in lost image and lost money.
This course will provide participants with the telephone techniques and skills to confidently answer telephone calls; constructively respond to customer telephone enquiries and handle customer objections or complaints and also helping participants maintaining customer loyalty, striving to offer exceptional customer service, which in return will result in more business.
This course is essential for all staff because everyone in the company has the chance to make a positive 'First Impression'.

Target Audience
This training program is ideal for those who are the first point of contact for their customers and suppliers and who are responsible for answering the telephone and making calls on behalf of their organization i.e. frontline coordinators, bank customer service representatives, call center representatives, receptionist, Personal Assistant(PA)…etc Anyone in a customer related role who wishes to learn new skills and understand the concepts of customer service and Telephone etiquettes that will enable them to perform more effectively in their role.
Course Objectives

By the end of this workshop, participants will be able:
To understand how each individual using the telephone contributes to the company's overall image
To identify the skills and techniques required for excellent telephone etiquette
To learn the best language and voice tone to use when speaking to different types of callers
To learn how to handle the 'upset / angry' caller
To learn the best ways to communicate effectively with customers
To learn how to create a positive impression
To identify, develop and maintain customer service standards
To Plan good customer service

Training Cost:
Cost per Individual Participant is a total of: ………= USD 230-Team Discounts Apply

Includes cost of:
Arrival tea/coffee
Mid-morning tea/coffee with snacks
Stationery
Buffet Lunch with Soft drink
Afternoon tea/coffee with snacks
water
Note Book
Certificates

Should you wish to apply or nominate a candidate, kindly contact Ms Rehema -Event Manager at training@patscg.com Mobile:+255717170295 Landline: +255 22 2664247.