Customer service training

• Telephone skills – answering phone/telephone manner/taking messages etc
• Personal contact skills – face to face (body language)
• Dealing with difficult customers
• Useful phrases and terminology
• Role-plays of typical customer service enquiries/problems

Time: Suggest split into 2 sessions
(telephone skills/useful phrases terminology/with some role play and dealing with difficult customers/role plays). Each session would last approx 3 hours
(3 x 60 minutes)

Counselling skills

for employees who manage staff

• Basic skills of counselling
• Practise using role plays

Time: Approx 2 x 2 hours

Company communication

• Skills for successful meetings - chairing a meeting, brainstorming, taking notes, discussing, agreeing, negotiating
• Writing e-mails
• Writing notices to staff
• Taking messages
• Business writing

Time: Suggest 3 sessions of approx 3 hours each – meetings
on its own, e-mails and messages and then business letter writing

Negotiating skills/ making deals

• Making proposals
• Bargaining
• Closing a deal

Time: 3 hours

Team building

• Working together
• Team building exercise

Time: 3 hours

Presentation skills

• Aims and objectives of presentations
• Structuring your presentation
• How to start a presentation - connecting with your audience
• Building the presentation
• How to finish presentation
• Use of visuals and other resources
• Skills of presenting (body language, using anecdotes, rhetorical questions etc)

Time: Difficult to say but to be done properly it needs several sessions (or one whole day) – if sessions
3 x 3 hours approximately

Other company basics

• Planning for visitors to your company
• Showing customers around your company
• Business dinner protocol

Time: 3 hours

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