Received: from n5.theshop.co.za ([196.212.99.174]:39090 helo=n3.theshop.co.za) by stodi.digitalkingdom.org with esmtp (Exim 4.80.1) (envelope-from ) id 1VCM2x-0001AU-NZ for lojban@lojban.org; Wed, 21 Aug 2013 20:59:23 -0700 Received: from localhost (unknown [127.0.0.1]) by n3.theshop.co.za (Postfix) with ESMTP id 8781A62163 for ; Thu, 22 Aug 2013 03:58:41 +0000 (UTC) X-Virus-Scanned: amavisd-new at n3.theshop.co.za Received: from n3.theshop.co.za ([127.0.0.1]) by localhost (n3.theshop.co.za [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id nYmWZ04zUUEq for ; Thu, 22 Aug 2013 05:58:26 +0200 (SAST) Received: from OFFICE-PC.local (ti-224-167-250.telkomadsl.co.za [105.224.167.250]) (Authenticated sender: info@frauendorf-trading.co.za) by n3.theshop.co.za (Postfix) with ESMTPA id A3C4366580 for ; Thu, 22 Aug 2013 03:37:13 +0200 (SAST) From: "Info Frauendorf" To: lojban@lojban.org Subject: Effective Telephone Skills, Excellent Customer Service and Difficult Clients Date: Thu, 22 Aug 2013 03:38:33 +0200 MIME-Version: 1.0 Message-ID: <1377122581c2c7e55fbfda4353ca10c7b6e541eeed@frauendorf-trading.co.za> Reply-To: admin@frauendorf-trading.co.za Content-Type: multipart/related; boundary="--=_NextPart_037DCFA1_7D45945A_20090212.D84EF1C0" X-Spam-Score: 0.0 (/) X-Spam_score: 0.0 X-Spam_score_int: 0 X-Spam_bar: / This is a multi-part message in MIME format. ----=_NextPart_037DCFA1_7D45945A_20090212.D84EF1C0 Content-Type: multipart/alternative; boundary="--=_NextPart_037DCFB0_5B11AC5D_20090212.D84EF1C0" ----=_NextPart_037DCFB0_5B11AC5D_20090212.D84EF1C0 Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: 7bit Effective Telephone Skills, Excellent Customer Service and Difficult Clients This workshop is not just for the front line people who deal directly with customers. All of this information is applicable to everyone, form a call centre to a receptionist to a secretary or any admin staff. Having good telephone skills helps build stronger relationships with everyone! Whether the call is incoming or outbound, the following can be applied to virtually every call. Course overview: Use effective call greetings as a caller and receiver Image in a positive manner Practice good telephone techniques and telephone manner Tips and preparing mentally Use appropriate language during telephone conversations Speak with an effective telephone voice Use an effective approach to handle special telephone tasks Manage difficult Calls Learn to manage stress levels during calls Top ten telephone basics Effective telephone techniques The art of putting customers first The pareto principle and customers Knowing your customers Losing customers Obstacles to customer service The customer service culture Excellent customer service The cycle of service The Angry customer Benefits of customer service Frauendorf Tradings offer all their courses in 5 different ways: E-Training In-House Training Public Workshop Purchasing Electronic Course Material Purchasing Printed Manuals for Delegates as well as Facilitator Public Workshop When and Where? Durban:27 August 2013 Sandton:27 August 2013 Freestate: only as an In-House with minimum 8 delegates Cape Province:only as an In-House with minimum 8 delegates Course and Booking Details? Time: 9h00 - 16h00 Cost: R 1 100 per delegate (Discounts from 5+ delegates) R.S.V.P. Vicky: Tel: 033 326 1972 Mobile: 072 964 2814 Email: admin@frauendorf-trading.co.za Fax: 086 694 5300 TRAINING CALENDAR FOR UPCOMING COURSES: Name of CourseDateAreaPrice Essential Supervisory Skills23 August 2013Durban NorthR1 100 Essential Supervisory Skills23 August 2013SandtonR1 100 Telephone Skills, Customer Service and Difficult Clients27 August 2013Durban NorthR1 100 Telephone Skills, Customer Service and Difficult Clients27 August 2013SandtonR1 100 Time Management & Productivity3 Sept 2013Durban NorthR1 100 Time Management & Productivity3 Sept 2013SandtonR1 100 Marketing with Social Media5 + 6 Sept 2013Durban NorthR1 900 Marketing with Social Media5 + 6 Sept 2013SandtonR1 900 Selling Smarter13 September 2013Durban NorthR1 100 Selling Smarter13 September 2013SandtonR1 100 |PLEASE CLICK ON THE FOLLOWING LINK TO UNSUBSCRIBE, SHOULD THE EMAIL BE UNWANTED | UNSUBSCRIBE@FRAUENDORF-TRADING.CO.ZA ----=_NextPart_037DCFB0_5B11AC5D_20090212.D84EF1C0 Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: 7bit
Effective Telephone Skills,
 Excellent Customer Service and
Difficult Clients
This workshop is not just for the front line people who deal directly with customers.  
All of this information is applicable to everyone, form a call centre to a receptionist to a secretary or any admin staff. Having good telephone skills helps build stronger relationships with everyone! Whether the call is incoming or outbound, the following
can be applied to virtually every call.  

 

 

 Course overview: 

  

 

  • Use effective call greetings as a caller and receiver
  • Image in a positive manner
  • Practice good telephone techniques and telephone manner
  • Tips and preparing mentally
  • Use appropriate language during telephone conversations
  •  Speak with an effective telephone voice
  • Use an effective approach to handle special telephone tasks
  • Manage difficult Calls
  • Learn to manage stress levels during calls
  • Top ten telephone basics
  • Effective telephone techniques
  • The art of putting customers first 
  • The pareto principle and customers
  • Knowing your customers
  • Losing customers
  • Obstacles to customer service
  • The customer service culture
  • Excellent customer service
  • The cycle of service
  • The Angry customer
  • Benefits of customer service
Frauendorf Tradings offer all their courses in 5 different ways:
  • E-Training
  • In-House Training
  • Public Workshop
  •  Purchasing Electronic Course Material
  • Purchasing Printed Manuals for Delegates as well as Facilitator
 
Public Workshop When and Where?
 
Durban:
27 August 2013
Sandton:
27 August 2013
Freestate: 
only as an In-House with minimum 8 delegates
Cape Province:
only as an In-House with minimum 8 delegates
 
 
  Course and Booking Details?
 
Time: 
 9h00 - 16h00
Cost:  R 1 100 per delegate (Discounts from 5+ delegates)
R.S.V.P.
 Vicky:
Tel:  033 326 1972
Mobile: 072 964 2814
Fax: 
 086  694 5300
 
 
TRAINING CALENDAR FOR UPCOMING COURSES: 
 
Name of Course Date Area Price
Essential Supervisory Skills
23 August 2013
Durban North
R1 100
Essential Supervisory Skills
23 August 2013
Sandton
R1 100
Telephone Skills, Customer Service and Difficult Clients
27 August 2013
Durban North
R1 100
Telephone Skills, Customer Service and Difficult Clients
27 August 2013
Sandton
R1 100
Time Management & Productivity
3 Sept 2013
Durban North
R1 100
Time Management & Productivity
3 Sept 2013
Sandton
R1 100
Marketing with Social Media
5 + 6 Sept 2013
Durban North
R1 900
Marketing with Social Media
5 + 6 Sept 2013
Sandton
R1 900
Selling Smarter
13 September 2013
Durban North
R1 100
Selling Smarter
13 September 2013
Sandton
R1 100
 
 
|PLEASE CLICK ON THE FOLLOWING LINK TO UNSUBSCRIBE, SHOULD THE EMAIL BE UNWANTED | UNSUBSCRIBE@FRAUENDORF-TRADING.CO.ZA
 
  
 
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