Seminars

BOOK YOUR PLACE ON ANY OF THESE EXCITING SEMINARS NOW! Phone our consultants on (021) 914 0850

Please Note: Group Bookings Only
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)

  • 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
  • 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
  • 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 – 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
  • What stress is and is not
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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

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