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Customer Care: The objective of this workshop
is to impart the skills and attitudes required
for achieving extraordinary customer service.
Service orientation, management of change and
cardinal rules of customer care are the focus
areas. Some of the crucial skills provided are
- active listening, understanding customer needs,
questioning, handling irate and upset customers,
voice and body language.
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Communication Skills: The workshop aims
to equip participants with skills such as listening,
coaching and mentoring, giving and receiving feedback
and recognition. These skills are then utilized
to obtain a deeper understanding of personal communication
styles using inventories such as MBTI and FIRO-B.
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Selling Skills: The workshop equips participants
with all the skills required for being extraordinary
sales people including listening, variety of questioning
techniques, suggestive selling, cross selling
and up-selling, opening and closing calls, presenting
features and benefits.
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Assertive Leadership: The workshop helps
participants examine their leadership styles and
identify ineffective behaviors. The skills of
assertive communication, delegation, leadership
and mentoring are imparted whereby leaders learn
new and better ways of functioning.
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Accent Neutralization and Cultural Sensitivity:
Designed especially for call centers, this workshop
aims to impart knowledge and skills needed for
handling international clients. The areas include
culture, recognizing accents, idiomatic expressions
and slang, English the world over, speech and
vowel sounds, intonations and expressions, pronunciations,
etiquette.
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Customized Workshops: Workshops can be
customized to suit the client's needs using the
following modules:
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