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Business Etiquette Passage for
Customer Loyalty
Introduction
This program is
important for professionals at the work place, dealing with
customer either; face to face or via-telephone.
It helps
participants to succeed in delivering quality service, and
to be counted as, quality manpower, as well. This will help
organization to compete not only in delivering quality
products but also to compete with their quality manpower.
At the
completion of this training participants will be certified
and qualified to train the training program on their own,
and this will save time and money to any organization.
Training Outline
Module One
Positive
Attitude Vs Negative
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Your Attitude Reflects your Behavior
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Your attitude counts not your behavior
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Negative thinking vs positive thinking
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How do you function your aggression
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Is aggression out of business work
stress
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Are you aggressive, submissive or
assertive
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Are you wearing loser mask or winner
mask
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What is stress
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Difference between positive stress and
negative stress
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Detect your stressors
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How to over come work stress
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Business awards actions not intentions
Module Two
Business
Etiquette for Uniformity of Performance
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Who is your customer today
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Define customer care concept
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Major eight problems with your customer
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Major basic skills for professional
customer interaction
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Cardinal sins at the work place
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Actions that set you apart off the
professional stage
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Nine common faux pas which spoil the
team spirit
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Business etiquette global rules to
build a positive first impression (13, 30, 5)
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Body language signals/body talks and
body reveals
Module Three
Business
Etiquette Passage for Loyalty
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Difference between loyalty and
satisfaction
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Customer loyalty ladder of success
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How to handle sticky situations at the
work place professionally
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Customer care assessment sheet exercise
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21 ways to loyalty
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Why loyalty not satisfaction
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Unforgettable moments passage for
loyalty
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How to exceed the mile
Module Four
Business
Etiquette to be a Professional Conversationalist
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Art of business professional
conversation
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Dos and taboos of business professional
conversation
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4Ps and how to speak in confidence to
get the job done right from the first time
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The art of giving and receiving
criticism
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Seven questions for a professional
conversationalist
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Clues to people to know to proceed
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Waves to know how to convince
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Types of talk
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How to change the subject tactfully
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How to end a meeting and off point
business chat
Module Five
How to be
Phonogenic on Phone & Telephone Etiquette
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How to answer your company’s phone to
reflect professionalism
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How to be prepared for a business call
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How to send and receive a business call
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Taking a professional message
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Recording a professional message
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Etiquette of a land phone and of a
mobile phone
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Speaker phone savvy
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Fine tune your voice tone, pitches and
volume
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Body talks and body reveals
via-telephone
Duration
Methodology
Target
Audience
Training
Dates
Training
Premises
Training
Investment Fees
Training
Package Includes
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Certificate of Completion-as attendees
would be able to use the material then
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Training Material in both English and
Arabic
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Power Point Presentation on a CD
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Providing attendees with the training
skills to train the training then
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Two coffee breaks
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One lunch break
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Training room is highly equipped
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