Hospitality – Page 2 – Nadine Daher

The Call Center Course

Call Center Course When it comes to customer service at a call center, there are a lot of processes you need to keep in mind. Read More Etiquette in Customer Service by ND The Call Center Course What you’ll get from this course The ins and outs of etiquette at the call center Strategies and action plans on using proper etiquette to create happy phone conversations General phone call etiquette to interact with customers Understanding the customer and using the power of your voice Tools and tricks on dealing with difficult phone calls with customers The etiquette language of the “NO” word The basics of this course With more and more call centers being the center of customer service, your organization has an opportunity to rise above the competition by adopting a certain style of etiquette. This course will help your employees understand the importance of customer service etiquette and how to create a positive experience with customers. The objectives of this course Learn the important behaviors of conducting yourself over the phone Understand the true importance of etiquette in the call center How to pinpoint angry and happy customers through their voices Etiquette of a phone call from holding to transferring calls How to use the “NO” word How to handle difficult customers over the phone using the power of your voice The NDE Course Outline Etiquette in telephone communication With this course, customer service employees will adopt a more professional mindset when it comes to etiquette. They will gain the skills to conduct themselves properly over the phone and give customers a brighter and happier experience with your organization. The factors that bring out positive communication Using the power of the voice, participants will learn how to identify the good and bad of the conversation. Using etiquette to steer the conversation, customer service employees can guide the customer to a another level of satisfaction. Conducting yourself over the phone When it comes to customer service at a call center, there are a lot of processes you need to keep in mind. There are rules on how to put the call on hold, when to put the call on hold, and how to appropriately transfer the call. With etiquette at the forefront of your call center, verbal communication and connecting with callers will be easier. The power of the “NO” word Customer service representatives need to have the confidence to say no to customers who ask for the impossible. It’s okay to say no. Etiquette teaches the art of standing your ground in a professional and respectable manner. https://www.youtube.com/watch?v=eS8exNLH-ug

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The Help Desk Course

CS, Hospitality

The Help Desk Course The help desk is one of the most important parts of your organization because is it he center of what you offer. Customers will turn to the help desk first to get information, aid, or to complain Read More Etiquette in Customer Service by ND The Help Desk Course What you’ll get from this course The tools to properly guide customers’ expectations The etiquette in interacting with customers and answering their questions professionally Active and passive listening skills that will alleviate the customers’ experiences The overview of etiquette in business emails The different communication methods that participants can use to serve customers The basics of this course The help desk is one of the most important parts of your organization because is it he center of what you offer. Customers will turn to the help desk first to get information, aid, or to complain. Using the power of etiquette to create a better experience for your customers through your help desk is one of the best ways to increase the level of your professionalism and customer satisfaction. The objectives of this course Learn how to create a positive and helpful environment for customers Apply etiquette rules to the help desk How to use active listening and positive language with customers The art of dealing with difficult customers at the help desk How to alleviate the organization’s reputation by incorporating etiquette and professionalism into the help desk Create positive relationships with your customers that will turn into loyalty The NDE Course Outline Know the targets of help Customers will turn to the help desk in times of need. This is an opportunity for participants to improve their skills in etiquette to make sure customers are always satisfied and become regular and loyal customers. Build positive relationships through etiquette The etiquette methods participants will learn in this course will help develop active and passive listening to create life-long relationships with customers. From learning the art of communication to etiquette in customer service, this is an opportunity to bring professionalism into the game. An email can go a long way Communication in-person is not the only form of media that customers will use to get help from you. This course expands the communication skills of participants to cover in-person interactions and relationships over emails. Keeping a level head during customer altercations Etiquette teaches the art of staying calm and professional. At times, employees will deal with difficult customers and need to learn how to properly manage the situation through customer service skills, communication skills, and problem-solving skills. The help desk with a plan Being the center of your organization, building rapport with customers through your help desk can mean long-term, positive relationships. By using etiquette, participants will learn how to be a plan that will improve the help desk of the organization.

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Workplace Professionalism

CS, Executive Presence, Hospitality

Workplace Professionalism This course will give participants a guide on how to behave appropriately, professionally, and acceptably in the workplace to create better relationships with other colleagues and upper management. Read More Etiquette in Customer Service by ND The Workplace Professionalism Course What you’ll get from this course What employees need to expect from a workplace and the etiquette of professional behaviors What to do and what to avoid when dealing with customers or coworkers Etiquette in workplace attire and how to dress for the job The importance of time management and professionalism in the workplace The basics of this course When it comes to the workplace, a certain etiquette needs to be adopted to ensure professionalism and efficiency. This course covers various topics from appropriate behaviors to communication that will elevate your employees’ work ethic and productivity. The objectives of this course Learn the rights and wrong of etiquette in the workplace Understand the dress code of the workplace How to be a true professional in all forms of communication How to deal with difficult customers with an etiquette mindset How to handle tough situations with colleagues professionally Increase productivity and efficiency between your employees The NDE Course Outline The right behavior according to etiquette This course will give participants a guide on how to behave appropriately, professionally, and acceptably in the workplace to create better relationships with other colleagues and upper management. Bringing professionalism to the center From understanding how to communicate in a civil manner with customers, superiors, and colleague to learning the art of etiquette in the workplace, this course will outline exactly what your employees need to bring the organization to a level of etiquette. The importance of time management Time is fleeting and managing your schedule can be more difficult than it looks. In this course, participants will gain the key factors that they need to set schedules, goals, and deadlines while bringing the procrastination to a minimum. Dressing for the job you want When it comes to etiquette, the dress code is a vital factor that makes or breaks a professional relationship. In this course, participants will learn the rules of dressing for the workplace and the morals of showing up to work with an etiquette-approved outfit.

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The Problem-Solving Course

CS, Hospitality

The Problem-Solving Course Problem solving is one of the most important skills an employee should have when dealing with a customer. It is a life skill that is used on a daily basis and can pave the way towards a better rapport between you and your customers. This course will help you understanding critical thinking and problem solving. Read More Etiquette in Customer Service by ND The Problem-Solving Course What you’ll get from this course A better understanding of critical thinking and problem-solving. Tools to perfectly define the issues at hand How to use deliberate thinking in customer service Creative thinking and tools used for ideation in etiquette The basics of this course Customer service comes with a happy attitude and proper etiquette. This course will transform the participants into well-rounded employees who can use creative, deliberate, and critical thinking in problem-solving to give customers a professional and smooth experience with your organization. The objectives of this course Using critical thinking to evolve the organizations customer service Identifying the root of the problem and tackle it from within Using proper systems to categorize customers, products, services Invent a problem statement that works well with your employees How to apply various techniques to solving problems in customer service The NDE Course Outline Creating a new way forward Problem solving is one of the most important skills an employee should have when dealing with a customer. It is a life skill that is used on a daily basis and can pave the way towards a better rapport between you and your customers. This course will help you understanding critical thinking and problem solving. Pinpointing the problems Some participants have trouble understanding what went wrong and why it happened. This course will tackle these problems by helping participants analyze their own actions and pinpoint what makes this an issue. This will help your employees learn who the concerned party should be and whether more intervention is needed from their side. Etiquette towards a solution This course will bring etiquette towards the forefront of your business. In this part, participants will understand the etiquette of how to work towards a unified purpose when it comes to problem-solving.

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Handling Difficult Customers

CS, Hospitality

Handling Difficult Customers It is a rule in businesses that not every customer will be as easy to serve as others. This course will give participants the preparations towards dealing with difficult customers. It includes the basics, reasoning, and causes of unhappy customers and how to properly understand them. Read More Etiquette in Customer Service by ND Handling Difficult Customers What you’ll get from this course Building a rapport with the customers An understanding of what frustrates your customers Tools on how to engage and calm frustrated customers An improvement of listening and problem-solving skills Techniques on how to de-stress tough situations The basics of this course This course is designed to give your customers a better and more professional experience. By training your employees to handle difficult situations and unhappy customers, your organization can rise in the ranks of customer service by created a professional and respectable team. The objectives of this course Understand the unhappy customer Develop a professional language that eases tensions Learn how to listen and act Meet customer expectations Apply tips to communicate with angry customers The NDE Course Outline The difficult moments of demanding customers It is a rule in businesses that not every customer will be as easy to serve as others. This course will give participants the preparations towards dealing with difficult customers. It includes the basics, reasoning, and causes of unhappy customers and how to properly understand them. The skills of listening and responding Difficult customers want one thing, to be listened to. This course will develop the etiquette of active listening, how to respond to a difficult customer and build a successful rapport between each other. The techniques on dealing with frustrated customers Understanding the difficult customers is the first step in gaining the etiquette of dealing with tough situations. It’s important to know that not everyone will be happy and using this to properly address the frustrations of a difficult customer. De-stress situations and lighten the tension Difficult customers will lead to difficult situations which could affect the reputation of the organization. This course will create a brighter and happier relationship between your organization and the customers. https://www.youtube.com/watch?v=vhzWZ2_A0N8

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