Received: from nobody by stodi.digitalkingdom.org with local (Exim 4.76) (envelope-from ) id 1SrppN-0005cx-D6 for lojban-newreal@lojban.org; Thu, 19 Jul 2012 05:27:33 -0700 Received: from www47.cpt3.host-h.net ([197.221.14.47]:38788) by stodi.digitalkingdom.org with esmtps (TLSv1:AES256-SHA:256) (Exim 4.76) (envelope-from ) id 1SrppI-0005cH-Rp for lojban@lojban.org; Thu, 19 Jul 2012 05:27:32 -0700 Received: from dsl-146-176-113.telkomadsl.co.za ([41.146.176.113] helo=OFFICE-PC.local) by www47.cpt3.host-h.net with esmtpa (Exim 4.72) (envelope-from ) id 1Srpp8-00076E-Ky for lojban@lojban.org; Thu, 19 Jul 2012 14:27:20 +0200 From: "Frauendorf Info" To: lojban@lojban.org Subject: Frontline Excellence Date: Thu, 19 Jul 2012 14:27:12 +0200 MIME-Version: 1.0 Message-ID: <1342701897c2c7e55fbfda4353ca10c7b6e541eeed@frauendorf.co.za> Reply-To: admin@frauendorf.co.za Content-Type: multipart/related; boundary="--=_NextPart_1034F8DE_7ABCD8E1_20090212.D84EF1C0" X-Authenticated-Sender: info@frauendorf.co.za X-Virus-Scanned: Clear (ClamAV 0.97.3/15152/Thu Jul 19 04:05:24 2012) X-Spam-Score: 0.0 (/) X-Spam_score: 0.0 X-Spam_score_int: 0 X-Spam_bar: / Sender: Nobody This is a multi-part message in MIME format. ----=_NextPart_1034F8DE_7ABCD8E1_20090212.D84EF1C0 Content-Type: multipart/alternative; boundary="--=_NextPart_1034F8EE_4A733A65_20090212.D84EF1C0" ----=_NextPart_1034F8EE_4A733A65_20090212.D84EF1C0 Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: 7bit FRONTLINE EXCELLENCE First impressions last, and staff who work in any reception area are vital members of the corporate team. Their level of performance is invaluable to the overall success of an organisation. Covering all aspects of the role, from answering the telephone to dealing with visitors, this Frontline Excellence Training Course is suitable for anyone who works in a "front office" situation COURSE OVERVIEW 1. Telephone Techniques 2. Dealing with incoming calls. 3. How to sound confident, interested and helpful. 4. Outgoing calls. 5. How to deal with telephone calls and visitors simultaneously. 6. Complaint Handling 7. Establishing source of complaint. 8. Remaining polite and helpful. 9. Developing a Personal Commitment to Quality Service 10. Helping customers to make the right choice. 11. Discretion and tactfulness 12. Communication Skills and How to Use Them 13. Examining the importance of body language and telephone behaviour. 14. The Importance of First Impressions 15. Projecting a professional image. 16. Using your voice. 17. How to remain calm and composed under pressure. 18. Customer Relations 19. What influences customer choice. 20. Understanding customer needs and attitudes. 21. Dealing with awkward customers on the telephone and face-to-face When and Where? Durban: 10 August Johannesburg: 10 August Bloemfontein: Only as an In House at your premises with minimum 8 delegates Cape Town: Only as an In House at your premises with minimum 8 delegates Course and Booking Details? Time: 9h00 - 16h00 Cost: R 1 200.00 per delegate R.S.V.P: 0760813390 or admin@frauendorf.co.za Email: Only as an In House at your premises with minimum 8 delegates If you wish to be removed from this database please click on reply and type remove in the subject line and return from the exact email address you received this email with all your email addresses and email to: admin@frauendorf.co.za ----=_NextPart_1034F8EE_4A733A65_20090212.D84EF1C0 Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: 7bit

FRONTLINE EXCELLENCE

First impressions last, and staff who work in any reception area are vital members of the corporate team.

Their level of performance is invaluable to the overall success of an organisation. Covering all aspects of the role, from answering the telephone to dealing with visitors, this Frontline Excellence Training Course is suitable for anyone who works in a "front office" situation

COURSE OVERVIEW

1. Telephone Techniques
2. Dealing with incoming calls.
3. How to sound confident, interested and helpful.
4. Outgoing calls.
5. How to deal with telephone calls and visitors simultaneously.
6. Complaint Handling
7. Establishing source of complaint.
8. Remaining polite and helpful.
9. Developing a Personal Commitment to Quality Service
10. Helping customers to make the right choice.
11. Discretion and tactfulness

12. Communication Skills and How to Use Them
13. Examining the importance of body language and telephone behaviour.
14. The Importance of First Impressions
15. Projecting a professional image.
16. Using your voice.
17. How to remain calm and composed under pressure.
18. Customer Relations
19. What influences customer choice.
20. Understanding customer needs and attitudes.
21. Dealing with awkward customers on the telephone and face-to-face

When and Where?

Durban:	10 August
Johannesburg:	10 August
Bloemfontein:	Only as an In House at your premises with minimum 8 delegates
Cape Town:	Only as an In House at your premises with minimum 8 delegates

Course and Booking Details?

Time:	9h00 - 16h00
Cost:	R 1 200.00 per delegate
R.S.V.P:	0760813390 or admin@frauendorf.co.za
Email:	Only as an In House at your premises with minimum 8 delegates

If you wish to be removed from this database please click on reply and type remove in the subject

line and return from the exact email address you received this email with all your email

addresses and email to: admin@frauendorf.co.za

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