Book your place on any of these exciting seminars now!

Please Note: Group Bookings Only

Phone our consultants on (021) 914 0850

Venue: Our Offices

Number of Delegates Required: 10

Venue: On Site

Number of Delegates Required: 10

Duration

08h30 – 12h00 or 12h00 – 15h30

Location

PST Rosenpark, Bellville or On Site.

Dates

On Request

Includes

• Seminar handouts
• Training Folder and Pen
• Refreshments
• Attendance Certificate (PDF)

Writing Effective E-mails / E-Mail Etiquette

• What is E-mail Etiquette
• Keeping on Top of E-mail
• Writing great E-mails
• Using E-mail Responsibly
• Guidelines on Netiquette
• E-mail Do’s and Don’ts
• E-mail Mistakes you must avoid
• Basic English Grammar in E-mails
• E-mail Punctuation
• Tips for Perfecting You E-mail Etiquette

Effective Teamwork (Working in Teams)

• What is a Team?
• Understand the value of working in a Team
• Know your Team Members
• Building Trust
• Insist on Accountability
• Communication in a Team
• Resolving Conflict
• Motivating Teams

Call Centre Etiquette

• What is a Call Centre
• Inbound/Outbound
• What makes Good Call Centre?
• Good Telephone Etiquette
• Managing First Impressions
• Speaking with Confidence
• Listening on the Phone
• Positive Attitude Counts
• Links between the Telephone and Customers
• Customer Needs
• Call-Handling Skills and Techniques
• Answer & End a Call
• Dealing with Difficult Situations
• Staying Motivated to Succeed

Positive Attitude = High Performance

• Positive Attitude – Your Choice
• Choose to be Happy
• Knowing Yourself
• Goal Setting
• Effective Communication
• Being Assertive
• Optimism & Kindness
• Managing Difficult Relationships
• Importance of Teamwork
• Managing Stress
• Strive to be the best

Deal With & Manage Stress

• What stress is and isn’t
• Signs of Stress
• Control your Physical Response to Stress
• Control your Environment
• Control your Time
• Control your Attitude
• Control your Mental Response to Stress
• Manage Stress at Work
• Manage Stress caused by Change
• Manage Stress caused by Conflict

Setting Goals & Productive Planning

• Responsibility & Commitment
• Develop your Self Awareness
• Deal with Problems
• Deal with Criticism
• Understand Setting Goals (SMART)
• Make your Goals Happen
• Learn from your Mistakes
• Eight Basic Steps of Planning
• The Benefits & Dangers of Planning
• How to Plan
• Determine your Strengths & Weaknesses
• Assign Priorities
• Make a Commitment
• Stay Flexible

Telesales – The Winning Recipe

• The Four Steps of the Telephone Sales Process
• Define Prospects Accurately
• Count the “No” Answers
• The Ups and Downs of Selling
• Developing your Attention Statement
• Developing the Reason for the Call
• “Not Interested”
• The Art of Leaving Messages
• The Art of Calling Back
• The Recipe for a Great Conversation
• When to Stop Calling
• Ten Traits of World-Class Salespeople

The Essence of Customer Service

• Self-Image & Self Esteem
• Your Attitude
• Dress Code & Grooming
• What does Customer Service mean
• Service Success Loop
• The Keys to Customer Service
• Customer Wants & Needs
• Time and Customers
• Departments and Customers
• Importance of Teamwork
• Meeting & Exceeding the Customer Expectations
• The Importance of Body Language
• Deal with Irate Customers
• Staying Motivated

Managing Conflict & Emotional Intelligence

• What is Conflict?
• What is Emotional Intelligence?
• Importance of Emotions
• Importance of Positive Attitude
• Importance of Communication
• Empathy
• Significance of Body Language
• Responding to Conflict
• Resolve Conflict Effectively
• Benefits of Developing Your Emotional Intelligence
• Use Emotional Intelligence in the Workplace
• Decide, Commit and Succeed

Powerful Debt Collecting Skills

• Debt Collection – The Links
• Speak well (Voice)
• The Greeting
• Listening
• Outbound Calls
• Forbidden Phrases
• Tips on handling Difficult Debtors
• Your Attitude
• Make Collection Calls
• Deal with Excuses
• Arm yourself with facts
• Irate Customers
• Debt Collection – Negotiation Tips
• Benefits of paying debt

Stock Control

• The aim of Stock Control
• Managing Stock
• Insufficient stock & too much stock
• Stock Records
• Stock Record Systems
• Stock Levels
• Improve Stock Control
• Risks
• Stocktaking
• Types of Stocktaking
• Stock Taking Stationery
• Discrepancies
• Economic ordering quantity
• Purchasing

Employment Equity (EE)

• What is Diversity?
• What is EEO? (Equal Employment Opportunities)
• What is AA? (Affirmative Action)
• What is the purpose of the Employment Equity Act?
• How will it help workers and managers?
• Communication in a Diverse Workforce
• Who will be affected by the law?
• How can the law prevent discrimination at work?
• Examples of unfair discrimination which the law prevents
• Is there such a thing as fair discrimination?
• What about sexual harassment in the workplace?
• What happens if you are unfairly discriminated against in the workplace?
• What will the CCMA do?
• Overcoming barriers to Diversity
• People with Disabilities

Chairing a Disciplinary Hearing

• Introduction: Stating case; Plea
• When a Shop steward is present
• Procedure:
  • First Presentation
  • Question Technique
  • Answering Presentation
  • Questioning
  • Witnesses
  • Questioning
• Shop Steward Comment
• Questioning
• Factors (Mitigating / Aggravating)
• Possible Postponement
• Determination of Verdict and Sanction
• Pronouncement and Delivery
• Concluding Paperwork and Filing
• Appeals / CCMA
• Role Play