Identifying Client Requests and Queries

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Recognition: Certificate of Completion
Course Category: Level 02
Ideal Target Audience: This short course is intended for all persons who need to resolve client requests and queries.  This course aims to build high quality business enquiry services by ensuring that information provided is of a high quality and customer queries and problems are handled efficiently and quickly.
Course Duration: 2 Hours
Language: English
Course Value/ Price: R450.00 VAT Incl


SHORT COURSE DESCRIPTION:
The way your customers feel towards your business is important. The more you show you care about them, the more likely they’ll want to continue buying from you. With that in mind, providing good customer service to your customers should be a major priority in your business, and one of the cornerstones of good customer service is your ability to follow up and provide after care.


What you will learn:

Lesson 1: Understand the context of resolving client requests and queries
Lesson 2: Determine the root of the problem

Note: For the best learning experience we recommend using the additional reading in conjunction with the interactive online training modules.

Reception Basics: The Office Area

Recognition: Certificate of Completion
Course Category: Level 02
Ideal Target Audience: Persons who want to become receptionists. People wanting to learn how to keep the reception area clean and safe. Receptionists who want to learn about housekeeping procedures in order to keep the reception area functional and to rectify problems.
Course Duration: 3 to 4 Hours
Language: English
Course Value/ Price: R875.00 VAT Incl
   

SHORT COURSE DESCRIPTION:
Just as a face represents a person, the reception area represents an office or a business. Most visitors will form an opinion about your business and judge the quality of your service by looking at the condition of your reception. 


What you will learn:

Lesson 1: Monitor the Maintenance of the Reception Area
Lesson 2: Housekeeping and Inspections
Lesson 3: Monitor the Presentation of the Reception Area
Lesson 4: Monitor the Implementation of Security Procedures in the Reception Area
 

Note: For the best learning experience we recommend using the additional reading in conjunction with the interactive online training modules.

High Contact Staff 1

Recognition: Certificate of Completion
Course Category: Level 02
Ideal Target Audience: Young professionals, new employees, people starting a career, entrants to the corporate environment. Persons seeking to improve their communication skills in the workplace.
Course Duration: 6 to 8 Hours
Language: English
Course Value/ Price: R1750.00 VAT Incl
   


SHORT COURSE DESCRIPTION:


Each business has three different kinds of staff, based on the amount of contact they have with clients. They are high, medium and low contact staff. This short course is specifically developed for high contact staff, irrespective of seniority level, who regularly come in contact with clients. A voice on the telephone is often the first impression a future customer or potential client of a company or organisation. The tone, pleasantness and politeness of the individuals in their telephone communications are responsible for the image the company projects to the public. No company wants the reputation of being arrogant, yet many do because of the way employees handle telephone calls.


What you will learn:

Lesson 1: Professionalism: Overview
Lesson 2: Assertiveness and Self-Confidence
Lesson 3: Business Etiquette
Lesson 4: Dressing Professionally
Lesson 5: Managing Workplace Relationships
Lesson 6: Telephone & Cell phone Etiquette
Lesson 7: Netiquette
Lesson 8: Handling Difficult Situations
 

Note: For the best learning experience we recommend using the additional reading in conjunction with the interactive online training modules.

High Contact Staff 2

Recognition: Certificate of Completion
Course Category: Level 02
Ideal Target Audience: Young professionals, new employees, people starting a career, entrants to the corporate environment. Persons seeking to improve their communication skills in the workplace.
Course Duration: 6 to 8 Hours
Language: English
Course Value/ Price: R1750.00 VAT Incl
   

SHORT COURSE DESCRIPTION:
Each business has three different kinds of staff, based on the amount of contact they have with clients. They are high, medium and low contact staff. This short course is specifically developed for high contact staff, irrespective of seniority level, who regularly come in contact with clients. Communication is defined as, “the imparting or interchange of thoughts, opinions, or information by speech, writing, or signs.” The purpose of communication is to get your message across to others clearly and unambiguously. Doing this involves effort from both the sender of the message and the receiver. In addition, communication is a process that can be fraught with error, with messages often misinterpreted by the recipient.


What you will learn:

Lesson 1: Understanding others better
Lesson 2: Communication Basics
Lesson 3: Communication in Person
Lesson 4: Communication in Writing
Lesson 5: Difficult Communication Situations
Lesson 6: Negotiation, Persuasion and Influence
Lesson 7: Interpersonal Skills
Lesson 8: Building Rapport
 

Note: For the best learning experience we recommend using the additional reading in conjunction with the interactive online training modules.