May 31, 2022

Questioning structure; the structure of a question, the role and value of questions in difficult situations, how to avoid the pitfall of a poor question aggravating a situation, Questioning style. Earning Customer Loyalty It is said in business that customer acquisition is an investment but profitability is built on customer retention. In other words, it […]

Customers are becoming more demanding and in some cases–rude. Complaints are an opportunity to improve existing service and begin delivering quality service. Identifies basic problem solving skills, complex problem and irate customer handling skills. Introduces the concepts of self-talk and class acts. Key Points Covered: Learn why complaints should be considered “opportunities.” Learn why the

Transactional Analysis (or TA as it is often called) is a model of people and relationships that was developed during the 1960s by Dr. Eric Berne. It is based on two notions: first that we have three parts or ‘ego-states’ to our ‘personality. The other assumption is that these converse with one another in ‘transactions‘

For communication to occur effectively, the ability and skills are required: must be able to communicate effectively with all levels of managements . Must have substantial experiences, training in oral and written communication and demonstrate good writing skills. Be able to prepare special analysis, research reports, and proposals. Must have ability to communicate and sell

Handling difficult people and situations is one of the most stressful aspects of the modern working environment. This handling difficult people and situations training course provides a practical guide on how to handle difficult people and situations effectively and ensure successful outcomes. Delegates will examine aspects of human behaviour and review their options when faced

However good your product or service is, the simple truth is that no-one will buy it if they don’t want it or believe they don’t need it. And you won’t persuade anyone that they want or need to buy what you’re offering unless you clearly understand what it is your customers really want. Knowing and

WHAT IS CUSTOMER CARE? Customer care involves putting systems in place to maximize your customers’ satisfaction with your business. It should be a prime consideration for every business – your sales and profitability depends on keeping your customers happy. Customer care is more directly important in some roles than others. For receptionists, sales staff and