Docstoc

Soft Skills & Customer Service

Document Sample
Soft Skills & Customer Service Powered By Docstoc
					                             Consulting & Recruiting


  Soft Skills & Customer Service


On line pre-work survey

Customised 2 day course...

 Cultural awareness

 Emotional Intelligence

 Communication                  Everyone understands the
 Motivation                     benefits of customer
 Empathy                        loyalty… or do they?
 Teamwork

 Ownership
                                    When was the last time the
 Company advocacy
                                     people in your call centre were
                                     trained to cope with “difficult”
                                     customers?
                                    If you have people in the field,
                                     other than the sales team, in
 Your Success = Our Reputation       front of the customer… what
                                     are they saying about your
                                     company, your product and
                                     services… are they an
                                     extension of your marketing
Mobile
Mobile
         0403 969 345
         +614 0396 9345
                                     team, or working against you?
E-mail   Gavin@etcr.com.au
Web      www.etcr.com.au
                             Consulting & Recruiting


  Soft Skills & Customer Service


On line pre-work survey

Customised 2 day course...

 Cultural awareness

 Emotional Intelligence

 Communication

 Motivation

 Empathy

 Teamwork
                                 How effective are customer facing people
 Ownership
                                 at communication?
 Company advocacy
                                 Do they have empathy for the customer?
                                    To be competitive with service delivery, everyone
                                     needs to be responsive, take ownership and be
                                     aligned in their communication with the customer.
 Your Success = Our Reputation      Everyone needs to understand that e-mail is
                                     probably the worst form of communication.
                                     In today’s world, it is not enough to show a new
                                     hire their desk, their laptop, give them a phone, a
Mobile   0403 969 345
                                     business card, and tell them they are now
Mobile
E-mail
         +614 0396 9345
         Gavin@etcr.com.au
                                     responsible for fixing customer issues, and to be
Web      www.etcr.com.au
                                     advocates of the company.
                             Consulting & Recruiting


  Soft Skills & Customer Service


On line pre-work survey

Customised 2 day course...

 Cultural awareness

 Emotional Intelligence

 Communication

 Motivation

 Empathy

 Teamwork
                                 All staff need to be on the same page
 Ownership
                                 today!
 Company advocacy
                                    Customer Service skills and soft skills need to be
                                     ingrained into anyone that interfaces with a
                                     customer directly...
                                         from Accounts Receivable, to the Sales team

 Your Success = Our Reputation           from Call Centre to Field Engineers
                                         from Managers to Personal Administration
                                         from Project Managers to Receptionists

Mobile   0403 969 345
Mobile   +614 0396 9345
E-mail   Gavin@etcr.com.au          Training your staff can be the competitive edge you
Web      www.etcr.com.au
                                     are looking for !

				
DOCUMENT INFO
Shared By:
Categories:
Stats:
views:132
posted:4/21/2010
language:English
pages:3
Description: Soft Skills & Customer Service