CS – Page 2 – Nadine Daher

The Front Desk Course

The Front Desk Course The front desk, as mentioned before, is the most important part of your business. Customers will create a lasting impression on their first encounter with the front desk. This course will give receptionists and front desk employees an etiquette guide on how to be professional for customers Read More Etiquette in Customer Service by ND The Front Desk Course What you’ll get from this course The etiquette skills on creating a professional and respectable image for customers The art of helping customers with knowledge and productivity The proper way to communicate with an etiquette mindset The rules and practices that front desks and receptionist need to adopt The basics of this course Being a receptionist is, most likely, one of the hardest jobs in a business. From answer phone calls to organizing the entire office, the front desk is the first place customers or clients will see. Etiquette for the front desk will help the receptionist understand the importance of conducting themselves as the front face of the business. The objectives of this course Understand the importance of the front desk and the receptionist Learn how a receptionist is the face of a business and should be done properly Discover the proper etiquette for a front desk employee How to conduct yourself over the phone with customers and clients Use etiquette in your language to create positive customer experiences How to plan to improve the front desk with etiquette and communication skills How to put strategies in place to adopt politeness, success, and deal with difficult customers The NDE Course Outline The professional face of the organization The front desk, as mentioned before, is the most important part of your business. Customers will create a lasting impression on their first encounter with the front desk. This course will give receptionists and front desk employees an etiquette guide on how to be professional for customers. The etiquette of making difficult decisions Professionalism and civility must be taught to front desk employees for various reasons. In this course, participants will learn how to use their etiquette skills to become a problem-solver. With strategies and knowledge at their disposal, becoming a professional face of the company can really help them deal with difficult situations and create positive customer experiences. The language of etiquette for a receptionist Being diplomatic, neutral, and respectable is the core values of a receptionist. Etiquette at the front desk can help the receptionist use the right body language, verbal communication, and problem-solving skills that will make or a break a relationship with the customer. https://www.youtube.com/watch?v=4P5vJgE_L-8

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The Refresher Course

CS, Hospitality

The Refresher Course Some organizations tend to neglect the power of customer service in improving their business. When it comes to etiquette, these courses can improve customer service to the highest level of respect and professionalism so that customers will always come back to your business. Read More Etiquette in Customer Service by ND The Refresher Course What you’ll get from this course The reminder about the power of customer service An overview of etiquette guidelines in customer service A refresher on the best practices for dealing with difficult customers How to communicate over the phone Reusing the power of “no” The basics of this course Your employees will need a refresher course every once in a while to make sure that etiquette is still at the forefront of the organization. This course will help participants practice their etiquette skills in customer service and motivate them to improve themselves even more. The objectives of this course Understand the role of customer service in building the organization’s reputation Learn who your customers are and what their expectations may be Practice your etiquette skills to adopt a personality of professionalism Explore the problem-solving skills that can turn the tables on difficult situations How to use the power of “no” when things seem impossible The NDE Course Outline What customer service really is Some organizations tend to neglect the power of customer service in improving their business. When it comes to etiquette, these courses can improve customer service to the highest level of respect and professionalism so that customers will always come back to your business. Become an influencer in your field Customers tend to spread the word of their experiences with brands, businesses, and organizations. This is an opportunity for your organization to change the game, spread a positive word, and uplift your customer service. The customer service routines and practices From problem-solving to dealing with difficult customers, etiquette will teach participants how to conduct themselves the right way. From communication skills in-person and over the phone to using the power of “no”, this course will alleviate your entire organization’s customer service and create a positive environment for present and future customers. https://www.youtube.com/watch?v=4P5vJgE_L-8

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The Call Center Course

CS, Hospitality

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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The Online Chat Course

Online Chat With the online world growing by the day, customers are turning towards live chats and social media to interact with organizations. This is an opportunity for your employees to learn the general etiquette of dealing with customers online. Read More Etiquette in Customer Service by ND The Online Chat Course What you’ll get from this course Etiquette in how to properly communicate with customers in the online sphere Create a professional reputation for your organization online The means for your employees to communicate effectively with each other The basics of this course With the entire world moving into the online sphere when it comes to doing business, employees need proper etiquette when chatting with customers. Your organization’s reputation can survive forever online if proper professionalism and etiquette is adopted when representing yourself on social media, websites, and other online platforms. The objectives of this course Learn exactly what kind of customers are in the online world How to set a professional tone for your organization Learn the do’s and don’ts of etiquette when it comes to communicating online Understand the importance of professionalism in chats How to measure your success with customers with live chats The NDE Course Outline Creating a memorable chat with a customer With the online world growing by the day, customers are turning towards live chats and social media to interact with organizations. This is an opportunity for your employees to learn the general etiquette of dealing with customers online. The do’s and don’ts of online chat Similar to real-life communication, online chat with customers has rules in the etiquette world. With this course, participants will understand the ins and outs of being professional with customers and colleagues in an online chat. Enter the world of online etiquette Participants will understand the importance of practice, the vital role etiquette has in customer service, and how to alleviate the reputation of your organization. This course will highlight the ethics of etiquette and how it can be used to bring the organization to its highpoint. Measure and adapt With this course, you will learn exactly how to measure your success and adapt your etiquette strategy to make sure that customers are always happy and satisfied with your online platforms. https://www.youtube.com/watch?v=5n2sCyL4AZg

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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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Public Sector

Public Sector Course This program will give participants the basics of communication. From the tone of voice to the importance of body language, etiquette in customer service can pave the way towards better performance. Read More What you’ll get from this course Understand the issues and hardships in providing customer service in the name of the government Learn how to communicate with your customers over any medium How to help your customers understand the ins and out of bureaucracy How to turn unhappy customers into happier ones The basics of this course This course is perfect for those who are part of the public sector and have direct contact with customers of all kinds. With engaging activities, employees in government sectors will be able to communicate, release the tension from difficult situations, and create a better experience for customers. The objectives of this course Learn the differences between customer service in the public and private sectors Find the link between customer service and etiquette How to write emails that stick to the etiquette of customer service Help customers through the rules of the public sector How to communicate well with officials The NDE Course Outline The Ins and Outs of Etiquette in Government Service Being different than the private sector, employees need to learn the etiquette of their fields. This course will teach the opportunities on how to shift your organization’s mindset towards customer service etiquette. The Power of Communication in Etiquette This program will give participants the basics of communication. From the tone of voice to the importance of body language, etiquette in customer service can pave the way towards better performance. The Etiquette of Serving Employees in the public sector will gain the ability to professionally serving their superiors and elected officials. Creating better relationships between leaders and employees is one of the main rules of etiquette in the public sector. Etiquette with Helping Customers Participants will learn how to do simple tasks with the utmost of respect towards customers from filling out forms to upholding the rules and regulations of the government. With etiquette embroidered into their work, the organization will run more efficiently. Etiquette with Difficult Customers Governmental organizations are, usually, offices where citizens come to finish difficult processes. It is expected to have frustrated or unhappy customers and participants will learn the etiquette of diffusing the situation as best as possible. https://www.youtube.com/watch?v=RPa5dvGWMMU

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The Retail Course

The Retail Course Working in the retail industry can lead to some stressful experiences that could cause turnover in staff, outbursts at work, or even a lack of confidence Read More What you’ll get from this course A platform that helps you pinpoint which actions will create a better customer experience How to effectively communicate with people Key words and phrases that makes the customer feel important Ideas on how to properly evaluate customer satisfaction The basics of this course Working in the retail industry can lead to some stressful experiences that could cause turnover in staff, outbursts at work, or even a lack of confidence. Customer service employees need to portray a certain level of etiquette, motivation, and confidence when it comes to handling customers. With the importance of customer service, participants will understand how to handle the stress, techniques on how to relieve the tension in difficult situations, and give customers the best retail experience out there. The Objectives of the Course Understand what great customer service is Know exactly what actions can reduce customer satisfaction Learn how to communicate with respect and professionalism Learn how to evaluate the satisfaction levels of your customers How to improve your customers’ experiences Develop the skills and techniques on how to deal with difficult customers How to de-stress the situation so you can conduct yourself in a appropriate manner Create a plan of self-improvement The NDE Course Outline From poor service to excellency Poor customer service can be the end of a business if things aren’t conducted well within the organization. With this course, participants will have a better overview on what etiquette really is in retail and how to grab the customers’ attention and give them a wonderful experience with your business. The power of communication in all shapes and sizes Customers interact with retail businesses in various ways. From the online sphere to in-person shopping, learning the etiquette of communication is the best step towards giving your customers a positive experience. With the right communication, you can build incredible rapports with your customers and bring your business over the competition. De-escalate tough situations Being a part of the customer sphere, businesses are facing difficult customers by the day. With etiquette under your belt, you can use the power of good manners and proper behavior to ease the situation, solve the problem, and create a better experience for both employees and customers. https://www.youtube.com/watch?v=b_C2ET8mHc0

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