Business Etiquette Passage for Professional Customer Care Protocol & Etiquette Academic Centre of Excellency

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

It is the sole and pioneer Protocol and Etiquette Academic Centre of Excellency in the Middle Eastern market. It is newly implemented in the training domain to provide training, recruitment. and business development and consultations to any organization in the Middle East.

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