Workshop Overview


Workshop Overview

Contact info

A hands-on, comprehensive telephone workshop covering Telephone and Customer Care Techniques.

Training objectives

The training would aim at assisting participants to:
• Appreciate the importance of understanding the organisational requirements in the context of Customer Care Standards
• Develop Business Etiquette
• Understand Difficult Customers
• Master Telephone Answering
• Avoid taking complaints personally
• Develop methods to delight customers
• Develop Communication Strategies
• Improve Voice Techniques
• Become better at understanding the process of Company Image, and Customer Behaviour
• Develop a maintenance and monitoring strategy

Format

An inter-active one day workshop with strong emphasis on telephone etiquette, customer care principles and professionalism in the workplace.

Workshop information and costs

Duration: 1 Day
Times: 08h30 – 16h00
Presented By: Various DNA Facilitators
Cost: R1800.00 Per person excluding VAT. (Discounts available for groups and Early Bookings)

Price includes:

• Training and Facilitation as specified
• Personalised Training Objectives
• Detailed Course and Training Material
• Individual Assessment and Feedback Documentation
• Delegate Certificates

• Meals and Refreshments

Date: Tuesday, 24th November 2009
Venue: Isisango Convention Centre, Midrand

Accreditation details:
• Accrediting Body: Services Seta
• Decision Number: SETQAA 2007
• Workshop is Unit Standard Aligned

What our clients say about DNA Telephone Skills Workshops:

“I loved it – what great information, and always captivating” – Sarah Atkinson

“What an excellent workshop, I would like to send my entire call centre on this course” – Bernadette Pretorius, Parmalat

For further information follow the links alongside.

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