Employees, you are dealing with customer needs and demands and want to increase your professionalism and your efficiency? Managers, you want to reach a better customers relationship’s brand and increase your sales?



|Program

How to spot personality styles? – Monday 28th January - 9 am to 12 pm

• Understanding the four common personality styles
• How to communicate with each style
• Sales techniques / complaint resolutions based on personality styles

Effective first impression – Monday 28th January - 1 pm to 4 pm

• Create an unforgettable first impression
• Process for meeting and greeting customers
• Body language and mirroring techniques

Effective business writing skills – Monday 4th February - 9 am to 12 pm

• Emails etiquette
• Business letter and memorandum structure
• Tips on effective proofreading

Complaint resolution – Monday 4th February - 1 pm to 4 pm

• Handling demanding customers
• Facing difficult situation professionally
• Complain resolution process put in practice (role play)

Telephone skills – Monday 18th February - 9 am to 12 pm

• Telephone manners
• Active listening techniques
• Techniques to create favorable customer attention in outbound calls
• Facing difficult situation professionally

|Dates

Mondays 28th January 2019 and 4th and 18th February 2019

Hours: 3 hours/Class

|Fees

Members: 35 USD/unit - 140 USD/package (5 classes)

Non members: 50 USD/unit - 200 USD/package (5 classes)