Introduction
In today’s work environment, it is vitally important to be aware of protocol, corporate courtesy, good work etiquette, and customer care whilst keeping the need to understand and appreciate cultural differences in mind. A lack of awareness of or appreciation for social protocols and etiquette can undermine effective working relationships, as it may be construed as rudeness, disrespect or an intolerance of people of different cultures, positions and persuasions. Further, to remain successful and competitive organizations must take care of its customers and deliver excellent service. This interactive and dynamic course introduces participants to the features of protocols, etiquette and customer care in the workplace, giving them an advantage in every work and life encounter.
One very important aspect of being an effective frontline staff is how you carry and present yourself as an individual. First impressions are often made within a few seconds by these staff as they interact with customers. These impressions can build or destroy a good image of the organization. This programme helps participants leave a great first impression; and addresses how to deal with others in a business setting taking into account differences in cultural background.
Duration
5 Days
Who Should Attend
Frontline and other staff whose work involve dealing with customer on regular basis. These include secretaries, office administrators, receptionists, staff involved in protocol and handling VIPs.
Course Objectives
At the end of the course, participants will be able to:
• Enhance their professionalism and effectiveness in discharging their duties;
• Explain how to behave correctly in both business and social situations;
• Interact and communicate effectively with different types of people;
• Apply proper protocol and etiquette in their day to day work places;
• Relate well with superiors and peers in their organizations;
• Portray a positive professional image;
• Handle customers with care as well as managing complaints and difficult customers.
Course Outline
• Professionalism and work ethics;
• Protocol and proper order of precedence;
• Business etiquette;
• Telephone and email etiquette;
• Dress and grooming;
• Customer care – concepts and practice;
• Managing customer complaints and dealing with difficult customers;
• Role of service providers in customer care;
• Personal effectiveness;
• Interpersonal and communication skills;
• Cross-cultural communications.
We are proud to offer this course in a variety of training formats to suit your needs.
Our courses are carefully curated to keep you abreast of latest industry trends, technological advancements, and best practices. We employ a variety of teaching methodologies, including hands-on workshops, case studies, and interactive sessions, all aimed at fostering an engaging and effective learning environment. Our expert instructors bring a wealth of knowledge and real-world experience, providing our clients with insights that can be immediately applied in their professional lives.
Our courses serve as a vibrant platform for professionals to connect and engage with a diverse community of peers, industry leaders, and experts. By participating in our programs, you gain access to an invaluable network that spans across various sectors and geographical boundaries. This networking aspect is not just about forming professional relationships; it's about creating a supportive ecosystem where ideas, opportunities, and collaborations can flourish.
Our courses are designed to challenge and inspire professionals to step out of their comfort zones and explore new horizons. Through a combination of theoretical knowledge and practical application, our programs help professionals refine their existing skills and acquire new ones, making them more versatile and competitive.