Training Toolkits: Professional Business Skills

New employees.
(This course can be integrated into an existing induction programme)
Call centre teams.
Teams aiming for a consistent approach to business communication.

To encourage new and existing employees to take pride in the quality of service they provide to all customers and colleagues.
To create a culture of business professionalism and respect when communicating in writing, on the telephone or face-to-face with internal and external customers.

Demonstrate business professionalism to customers and colleagues.
Identify punctuation and grammatical errors in text.
Avoid using ‘casual language’ in written business communication.
Identify when it is appropriate and inappropriate to e-mail, write, telephone or communicate face-to-face with internal/external customers.
Recognise and interpret voice patterns (pitch, volume, pace and tone).
Analyse their telephone voice.
Demonstrate how to actively listen to others and build rapport.
Overcome barriers to active listening.
Demonstrate how to use questioning techniques effectively.
Identify and manage concealed behaviour.
Demonstrate assertive behaviour during a discussion.
Demonstrate how to communicate with people who demonstrate non-assertive behaviour.
Identify the differences between poor and exceptional customer service.
Explain the consequences of providing poor customer service to internal and external customers.
Create a set of service standards to help provide exceptional levels of customer service on the telephone and during face-to-face conversations and discussions.

£199.00 + VAT

Buy E-Toolkit

	£99.00 + VAT per delegate, per training day	Book a course
	Minimum 6/maximum 9 delegates per course