Why you should take this training?

This training is designed to provide practical knowledge of customer service culture and standards, in particular covering issues related to:

1. Image,
2. Seniority,
3. Interpersonal communication,
4. Correspondence

The training involves presenting the rules for proper communication and conveying information, the art of argumentation, controlling emotions and a variety of other issues.

Who is it for?

The training is intended for all those who want to learn the rules of etiquette, and in particular to those whose work places a great emphasis on behavioural standards and rules of savoir-vivre.

Agenda of the training:

I. Traditional rules of savoir-vivre:

1. Greetings and goodbyes
2. Presentation and conversation
3. Social precedence
4. Forms of address
5. Wishes, congratulations, condolences
6. Gaffes

II. Professional image:

1. Secrets of professional dress and appearance
2. Tips for men
3. Tips for women
4. Basic information on body language
5. Pay attention to what you say
6. Pay attention to how you say it

III. Using modern communication techniques:

1. Rules on the use of e-mail
2. Greetings and goodbyes – fixed phrases
3. Rules for the use of fixed and mobile telephones
4. Conference calls
5. Rules on the use of voice mail

IV. Basic rules of handling business correspondence:

1. Before you start writing
2. When you write
3. Running a spell check
4. Returned to sender
5. Goodbye phrases
6. Neat document layout
7. Rules for writing thank you notes

V. Coping with difficult situations:

1. What to do when someone's behaviour annoys you or is a nuisance
2. How to avoid generating conflicts
3. How to give feedback
4. Communicating unwanted news