Business Etiquette Passage for Professional Customer Care

Course details

Training Outline

Module One

Office Etiquette & Protocol

• Customer Care is an attitude not behavior
• Positive attitude Vs Negative Attitude
• Do you have a customer care perception
• Customer care assessment sheet, and where are you?
• Customer Care is a concept
• Customer care market awards actions not intention
• Are you counted a customer care winner staff or loser staff
• No problem In customers, staff is the problem creator
• YOU OWN the PROBLEM
• Do the Right Thing not Do Things Right
• Actions that set you off apart the professional stage
• Cardinal sins at the work place
• Business professional attire for men and women at the workplace
• Common faux pas at the professional attire for men and women
• Business etiquette global rules (13-30-12-5)

Module Two

Customer Care Etiquette

• Who is your customer today
• Difference between customer service and customer care
• Difference between customer interaction and customer communication
• Why customer loyalty and not customer satisfaction
• How to achieve loyalty
• Eight major problems created by customer care staff
• Eight basic skills for a professional customer care performance
• Nine common faux pas to sabotage team spirit which affects negatively the performance
• How to handle sticky situations with your customer and deal professionally
• Customer care is a stress and how to handle
• Customer care is the Image and how to build it up

Module Three

How to be Phonogenic on Phone & Art of Business Conversation

• Dos and taboos of business conversation
• Rule of 9. for a professional conversationalist
• Be an active listener to be a professional conversationalist
• Telephone etiquette tips and bits
• Etiquette of sending and receiving a call
• How to handle sticky conversations tactfully
• Function your 4Ps to speak m confidence and get the job done right
• The art of giving criticism
• Receiving criticism is a game
• How to change the subject smartly
• Speaker phone savvy
• How to take a professional message
• Leaving a professional message
• Tips and bits for cellular phones

Methodology

• Trailing games
• Group exercises
• Role play
• Group discussion
• Handouts In Arabic as per each participant

Target Audience

• Customer contact staff
• Trailing group is not to exceed fifteen participant