Fully Customised & Private Training Workshops

You choose the content, venue, duration and the budget!

All aspects of our Customised Training Workshops (content, duration, venue, group size etc.) are totally flexible and can be altered according to your company’s training requirements, time constraints, budget etc

CUSTOMISED WORKSHOPS CAN INCLUDE ANY COMBINATION OF THE FOLLOWING TOPICS:

Customer Service Training

• Creating a positive first impression with your clients
• Developing a rapport with your clients
• Empathy and reading your clients
• Identifying the client’s needs and expectations
• Dealing with difficult/demanding/emotional cliental
• How to be ‘nicely’ assertive
• Meeting/greeting clients and VIPs
• Active listening – developing your listening skills
• Self-awareness – how do you think other people view you? (Perception vs reality)
• Importance of delivering high quality customer service (every time)
• Complaints and negotiations
• Importance of consistently providing excellent customer service
• Understanding that neutral or indifferent service creates dissatisfaction and loss of customers
• Importance of making your customer feel important and valued
• Identifying and actively looking for ways to exceed customer expectations (going the extra mile)

Telephone Skills Training

• Telephone voice personality
• Standard phrases
• Telephone etiquette
• Listening skills
• Complaint calls

Speech Enhancement

• Voice production, projection, modulation, diction, rate of speech etc.
• Developing “the smile within the voice” for the telephone

Communication Skills

• Body language and active posture – how to embody a positive attitude
• How to project confidence
• Maintaining calm under ‘pressure’ and controlling nervous tension
• How to be ‘nicely’ assertive

Business Etiquette

• Introductions
• Client contact
• Office etiquette

Corporate Grooming & Image Development

• Creating a positive first impression
• Deportment, posture and body language
• Wardrobe (i.e.: appropriate choices for the role)
• Make up application (natural day make up)
• General grooming (includes skin care, nail care, deodorant, hygiene etc.)

Administration & PA Skills Training

• Time management
• Diary management
• Organising business travel
• Meeting procedures and minutes of meetings
• Effective business letter writing
• Touch typing / speed and accuracy testing
• Microsoft Excel 2010 (introductory – advanced)
• Microsoft Word 2010 (introductory – advanced)
• Microsoft PowerPoint 2010 (introductory – advanced)