Answer your phone!

"Tele skills training" <[email protected]> Fri, 25 Jan 2013 13:29:05 +0200
Newsgroups gmane.os.netbsd.ports.cobalt
Message-ID <[email protected]> 
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<table style=3D"width: 798px;" bgcolor=3D"#e6e6e6" border=3D"0">
<tbody>
<tr>
<td>&nbsp;</td>
<td valign=3D"top"><br />
<table style=3D"width: 100%;" bgcolor=3D"#d43f24" border=3D"0">
<tbody>
<tr>
<td>
<table style=3D"width: 100%;" border=3D"0">
<tbody>
<tr>
<td style=3D"background-color: #ffffff;" class=3D"title" colspan=3D"2">
<p><span style=3D"color: #800000; font-family: arial,helvetica,sans-serif=
;
font-size: large;">EFFECTIVE USE OF THE TELEPHONE</span></p>
</td>
</tr>
<tr>
<td class=3D"title2">&nbsp;<span style=3D"color: #000000; font-family:
arial,helvetica,sans-serif; font-size: x-small;">South African Training f=
or
South Africans</span></td>
<td style=3D"text-align: right;" class=3D"title2"><span style=3D"color: #=
000000;
font-family: arial,helvetica,sans-serif; font-size: x-small;">Presented b=
y
SA's Leading Speakers and Trainers&nbsp;</span></td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
<table style=3D"border: thin solid #ee3121; width: 100%; text-align: cent=
er;
color: #ee3121; font-family: Arial,Helvetica,sans-serif; font-weight: bol=
d;
margin-top: 5px; background-color: #f9f9f9;" border=3D"0">
<tbody>
<tr>
<td>
<p><span style=3D"font-size: medium;"><strong><span style=3D"color: #8000=
00;
font-family: arial,helvetica,sans-serif;">D r &nbsp; B r i a n &nbsp; J u=
 d
e &nbsp; and&nbsp; Associates&nbsp; present....</span></strong></span></p=
>
<p class=3D"title3"><span style=3D"color: #0000ff; font-size:
large;"><strong><span style=3D"font-family:
arial,helvetica,sans-serif;">EFFECTIVE USE OF THE
TELEPHONE</span></strong></span></p>
<p><span style=3D"color: #800000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">A Dynamic Morning Seminar</span></p>
<p class=3D"text"><span style=3D"font-family: arial,helvetica,sans-serif;
font-size: medium;">The telephone is neither good nor bad. Properly used,
it can be an enormously powerful tool. Badly used, it can lose us custome=
rs
in less time than it takes to say "please hold."</span></p>
<p class=3D"text2"><span style=3D"color: #0000ff; font-family:
arial,helvetica,sans-serif; font-size: medium;">Over 94,000 delegates
trained to date - Best value - Best training</span></p>
<p class=3D"text2"><span style=3D"color: #800000; font-family:
arial,helvetica,sans-serif; font-size: large; font-weight: bold;">Present=
ed
by&nbsp; D r &nbsp; B r i a n&nbsp;&nbsp; J u d e</span></p>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;"><span style=3D"color: #000000;">People who use the ph=
one
as their primary means of communicating, are often perceived as rude and
uncaring. They often show little or no empathy with their clients. This
programme shows how to correct this, to make "Telephone Super
Stars."</span></span></p>
</td>
</tr>
</tbody>
</table>
<table style=3D"width: 100%; margin-top: 5px;" bgcolor=3D"#000000" border=
=3D"0">
<tbody>
<tr>
<td style=3D"background-color: #000000;">
<table style=3D"width: 100%;" border=3D"0">
<tbody>
<tr>
<td style=3D"background-color: #ffffff;">
<p style=3D"color: #efbc00; font-weight: bold;" align=3D"center"><span
style=3D"color: #800000; font-family: arial,helvetica,sans-serif; font-si=
ze:
large;">Cost: Only R745-00 per delegate (inclusive of VAT).</span></p>
<p style=3D"margin: 0cm 0cm 0pt; text-align: center; line-height: normal;=
"
class=3D"MsoNormal" align=3D"center"><span style=3D"color: #000000; font-=
family:
arial,helvetica,sans-serif; font-size: large;"><b>Location: Johannesburg
</b></span></p>
<p style=3D"margin: 0cm 0cm 0pt; text-align: center; line-height: normal;=
"
class=3D"MsoNormal" align=3D"center"><span style=3D"color: #0000ff; font-=
family:
arial,helvetica,sans-serif; font-size: large;"><b>Date: Wednesday 6th
February 2013<br /></b></span></p>
<p style=3D"margin: 0cm 0cm 0pt; text-align: center; line-height: normal;=
"
class=3D"MsoNormal" align=3D"center">&nbsp;</p>
<p style=3D"margin: 0cm 0cm 7.5pt; text-align: center; line-height: norma=
l;"
class=3D"MsoNormal" align=3D"center"><span style=3D"font-size:
medium;"><strong><span style=3D"color: #000000; font-family:
arial,helvetica,sans-serif;">Where: Jeppe Quondom Conference Centre, 79
Boeing Rd East Bedfordview </span></strong></span></p>
<p style=3D"margin: 0cm 0cm 7.5pt; text-align: center; line-height: norma=
l;"
class=3D"MsoNormal" align=3D"center"><span style=3D"font-size:
medium;"><strong><span style=3D"color: #000000; font-family:
arial,helvetica,sans-serif;">Registration:08:00 Start: 08:30 Conclude:
12:00</span></strong></span><span style=3D"color: red; font-family: 'Time=
s
New Roman','serif'; font-size: 9pt;"><o:p></o:p></span></p>
</td>
</tr>
</tbody>
</table>
</td>
</tr>
</tbody>
</table>
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font-family: Arial,Helvetica,sans-serif; font-weight: bold; margin-top:
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<tbody>
<tr>
<td>
<p class=3D"maintexttitle"><span style=3D"color: #800000; font-family:
arial,helvetica,sans-serif; font-size: medium;">TARGET GROUP</span></p>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">All staff who rely on the phone as their primary sour=
ce
of</span><br /><span style=3D"color: #000000; font-family:
arial,helvetica,sans-serif; font-size: medium;">contact with
clients.</span></p>
<p class=3D"maintext"><span style=3D"color: #800000; font-family:
arial,helvetica,sans-serif; font-size: medium;">OBECTIVES</span></p>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">To improve attitude to both clients and the workplace=
.
To develop</span><br /><span style=3D"color: #000000; font-family:
arial,helvetica,sans-serif; font-size: medium;">practical telephone skill=
s
and improve inter-personal skills.</span></p>
<p class=3D"maintexttitle"><span style=3D"color: #800000; font-family:
arial,helvetica,sans-serif; font-size: medium;">METHODOLOGY</span></p>
<p class=3D"maintext"><span style=3D"color: #000000; font-family:
arial,helvetica,sans-serif; font-size: medium;">All training is designed =
to
achieve maximum group attention. Fast paced and entertaining, it allows t=
he
delegates to take away real practical skills, rather than just theoretica=
l
knowledge.</span></p>
<p class=3D"maintexttitle"><span style=3D"color: #800000; font-family:
arial,helvetica,sans-serif; font-size: medium;">TIMING</span></p>
<p class=3D"maintext"><span style=3D"font-family: arial,helvetica,sans-se=
rif;
font-size: medium;">One morning. 8:30 am to 12:00 pm</span></p>
<p><span style=3D"color: #800000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">COURSE CONTENT</span></p>
<ul style=3D"font-size: 12px;">
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Improve self esteem.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Basic understanding of the three emotions.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">An understanding of assertive behaviour.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Dedication to professionalism.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Personal image.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">What is a client?</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Whose responsibility is it? .... "It's not
mine..."&nbsp;Work group&nbsp;building..</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">What is a telephone?</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">First impressions.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Analysis of the different types of calls.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Having the right tools available at all
times.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Tele-scripting.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">How to address people.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Are you talking to the right person?</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Using negative or multi-meaning words and
jargon.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Non verbal usage and problems.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Voice control.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Tele-manners. Time on hold. Who's calling?</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Do not transfer until needs are
established.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">Promise to call back - and do it.</span></p>
</li>
<li>
<p><span style=3D"color: #000000; font-family: arial,helvetica,sans-serif=
;
font-size: medium;">End.<br /> </span></p>
</li>
</ul>
<p style=3D"font-size: 12px;"><span style=3D"color: #800000; font-family:
arial,helvetica,sans-serif; font-size: medium;">The telephone is often th=
e
first and most significant "window" that customers are presented with. By
making a great impression on the phone, we have a far better oppurtunity =
of
converting queries into business. This programme shows how.</span></p>
</td>
</tr>
</tbody>
</table>
<table style=3D"width: 100%;" border=3D"0">
<tbody>
<tr>
<td style=3D"background-color: #ffffff;" class=3D"footer">
<p><span style=3D"color: #000000;"><span style=3D"font-family:
arial,helvetica,sans-serif;">Email: </span></span><span style=3D"font-fam=
ily:
arial,helvetica,sans-serif;"><a href=3D"mailto:[email protected]"><s=
pan
style=3D"color: #000000;">[email protected]</span></a></span><span
style=3D"color: #000000;"><span style=3D"font-family:
arial,helvetica,sans-serif;"> Book NOW, space is limited</span></span></p=
>
<p><span style=3D"color: #000000;"><span style=3D"font-family:
arial,helvetica,sans-serif;">Tel: 011 485 2150 Fax: 011 640 4916, P O Box
29176, Sandringham Johannesburg, 2131</span></span></p>
<p class=3D"footer2"><span style=3D"color: #000000;"><span style=3D"font-=
family:
arial,helvetica,sans-serif;">The information we will need is: Company nam=
e,
your name, postal address, fax and phone numbers and number of delegates
attending.</span></span></p>
</td>
</tr>
</tbody>
</table>
<p>&nbsp;</p>
</td>
<td>&nbsp;</td>
</tr>
</tbody>
</table>
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