4 hours
- The importance of the atmosphere for success
– How to start a day?
– Disciplined office environment – a productive workplace
– What are the secrets to succeed at work?
– What is 5W 1H technique?
- When we receive a call
– Business etiquette (culture of phone calls)
– As if every caller is our guest of honor (there is an “OPPORTUNITY”!!)
– To make the caller feel important for us
– Active and effective listening methods
– Tofeel the need of the caller
– To put the caller in touch with someone else, put on standby position or send a message
– To explain away: – who called should I say? Let me check whether s/he is in his/her place, now s/he is not in his/her desk/room, would you want to leave a message?
- When we call
– We should plan our speech before calling
– Business etiquette and cheerfulness
– To find the right person, to communicate
– To make sure of the right person, to verify it to the companion
– To tell the calling reason in a clear and short way
– To prepare alternatives related to our proposals and wishes beforehand
- To be definitely impressive in every phone call
– To be determined to make contact in a cheerful and gentle way
– To have diction, volume control, and energy
– To take measures for negative environmental conditions
– To apply our plan
– To adjust our speech toward inverse relationships
– Unsatisfied customer management methods
– Means to pocket personal tiredness and stress
– To form our conversation ending style
– Every telephone conversation with positive ending is a gained “OPPORTUNITY”!
- Customer types, speech transmission and methods for communicating with them
– Key rules and methods for speakers with no discipline and plan
– Key rules and methods for speakers applying pressure
– Key rules and methods for angry and aggressive speakers
- What should be written?
- Why to call?
- What to say on the phone
- What not to say on the phone
- “JOB PLAN”, “BUSINESS ETHICS” and “LABOR DISCIPLINE”