Further Details
Course Syllabus:
Study Guide,
Module One: Customer Services
* Objective
* Face to Face Contact
* Dealing with Awkward Customers
* Where are You?
* Dealing with Complaints
* Complaints Policy
* Do's and Don'ts of Complaint Handling
* Is the Customer Always Right?
* Dangerous Contact
* Person to Person Contact.
Module Two: Personnel Administration
* Objectives
* Work Cycle
* Recruitment
* Interviewing
* Contract of Employment
* Personnel File
* Data Protection
* Job Description
* Health and Safety
* Staff Security.
Module Three: Project Management
* Objectives
* Defining a Project
* Work Breakdown Structure
* Choosing your Team
* Recording the Information
* Who Does What?
* Gantt Chart.
Module Four: Communications
* Objectives
* Body Language
* Appearance
* Language
* Listening Skills
* Letter Writing
* Using the Telephone
* Getting the Message.
Module Five: Training Administration
* Objectives
* The Training Cycle
* Who Benefits from Training?
* Planning Training
* Preparing Course Materials
* Training Methods
* Training Environment
* Equipment
* Visual Aids
* Evaluation.
Payment plans are available on request.
Guide price
£185.00; inc ASET registration and tutorial support |
