Social Skills Academy of South Africa

The Social Skills Academy of South Africa


Riverclub
Sandton

Postnet Suite 331
Private Bag X9
Benmore
Johannesburg  Gauteng
2010

Tel: +27 (11) 783 6574
Cell: 082 468 4029

email info@socialskills.co.za


I will pay more for the ability to get on with people than for any other skill under the sun - John D Rockefeller
Social Skills Academy 2007 - All rights reserved
website designed and created by spencer rowley - www.spencerrowley.com
Customer Service Ambassadors
(2.5 day workshop)
This course incorporates all of the Corporate Interaction Mastery course (above), plus:
  • Advanced Customer Care
  • Telephone Finesse

Who should attend?
  • All Front Line Personnel and Supervisors wishing to project superior insight and confidence when interacting professionally with consumers.




Corporate Interaction Mastery
  • Self-esteem
Respecting ourselves enables us to respect colleagues and customers
  • The positive attitude
Positive attitude is attractive and contagious and results in success
  • Ethical choices
The choice between doing the easy thing or the right thing
  • Emotional Intelligence
The intelligent management of our own emotions in order to reach out to the emotions of others
  • Appropriate corporate dress
Personnel - the organisation's biggest image asset!
  • Dining etiquette
Lack of table etiquette discredits any academic- or technical achievements
  • Body language  and deportment
You may be saying the right words but is your body language sabotaging the message?
  • Respecting and working with various personality types
How different personality types 'tick' and how the differences benefit us all.
  • Assertive behaviour
Results in win-win situations reflecting respect for all concerned
  • Compliments and criticism
Giving and receiving compliments or criticism appropriately and with dignity
  • Conflict management and negotiation
Addressed in time and correctly conflict can have positive results for all
  • Professional etiquette - workplace / social occasions
Confident conduct resulting in being a positive influence in the workplace as well as at social functions
  • Colleagues and customers living with a disability
People are people first and disabled or non-disabled second
  • The art of truly listening
The key to make people feel heard, valued and understood
  • Basic Telephone etiquette
Using this wonderful instrument with sensitive listening and speaking skills
  • Commitment to responsibility
Making choices which you are proud to own and seeing the responsibility as an opportunity to excel




Customer Care Ambassadors
  • Exceeding The Customer's expectations.
  • The most important person.
  • It is all about The Customer.
  • Understanding "The extra mile".
  • Showing off professionalism.
  • Make The Customer feel heard.
  • Integrity in dealing with The Customer.
  • Mastering the art:
        ~Inability to comply with the customer's need
        ~ Calming an irate customer
        ~ Dealing with the physically challenged customer



Telephone Finesse
  • The first impression
  • The psychology of phone use
  • Are you ready to receive- or make a call?
  • An instrument of amplification
  • Interacting without visual impact
  • Avoiding frustrating pitfalls and bad habits
  • Communicating clearly
  • Making the caller feel heard and understood
  • Calming the irate caller