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SENIOR SUPPORT & ADMIN STAFF

For training to be effective, it must provide what is needed by the individual receiving it and by the firm paying for it ~ and it should be enjoyable.

Seminars customised to meet the specific objectives of both firm and individual, will be effective and successful.



By the end of this seminar, you will be able to:

* Be aware of clients' expectations
* Manage their expectations from the first contact to the last
* Recognise the five ways in which people may respond when annoyed
* Know how to react to each
* Resolve the issue and increase co-operation where possible.


By the end of this seminar, you will be able to

* Understand the vital importance of your role
* Be an ambassador for the firm ~ professional presentation & behaviour
* Know what phrases to use to give people confidence in the firm
* Improve an often overlooked ingredient of telephone calls ~ tone of voice
* Greet, transfer calls, put callers on hold and list the essential ingredients of message taking
* Welcome clients face-to-face and know how to put them at ease.


By the end of this seminar, you will be able to:

* Understand the importance of your flexible role in the smooth running of the office
* Know how to prioritise tasks when several appear equally important and urgent
* Gain co-operation from colleagues
* Give a good impression of the firm from the first contact onwards
* Apply sound customer service techniques to handle calls in a sensitive and approachable manner


By the end of this seminar, you will be able to:

* Understand clients' expectations and know how to manage and exceed them
* Incorporate the right attitude, skills and knowledge to delight clients
* Use the power of the telephone to build relationships with clients and referrers
* Practice positive phraseology to present a professional image
* Recognise and act on early signs that a client may be dissatisfied

                                                                CONTACT US

                                                                 01666 505051

                                                          stephanie.dale@cpd-uk.co.uk