Marwood Design

Miriam Davis

Lenora Glass

Marc Glover

Workshop Proposal

Purpose

Our Employees

Training

Purpose

Happy Customers

High level of Customer Service

Profitable Business

Our Employees

15-20 Employees

Hands-on Type Workers

Needs• Effective Communication Skills• Customer Service Skills

Training

Phone Etiquette

Listening Workshop

Dealing with Customer Turnoffs

Training Itinerary

Training WorkshopDay 18:00 am8:15 am8:45- 9:15 am9:15- 9:30 am9:30- 9:45 am9:45- 10:00 am10:00- 10:45 am10:45- 11:00 am

Welcome Greet and Ice Breaker Activity View “Telephone Etiquette” and discussion Role-playing Activity Short Break Order Breakfast Listening Workshop Closing Comments

Training Itinerary

Training WorkshopDay 28:00am8:15- 8:458:45- 9:159:15- 9:309:30- 9:459:45- 10:4510:45- 11:00

Welcome Greet and Ice Breaker Breakfast Activity Continue Listening Workshop Short Break Breakfast Activity Recognizing and Dealing with Customer

Turnoffs Closing Comments

Phone Etiquette First Impressions

Putting Callers on Hold

Transferring a Caller

Taking Phone Messages

Lasting Impressions

Phone Etiquette Video http://www.youtube.com/watch?v=Q

NmdUKiPE_c

Listening Workshop 16 Listening Tips

• Let others tell their own stories first

• Listen Attentively• Listen more and talk

less• Relax • Ask Questions• Create a positive

listening environment.

Customer Turnoffs 5 Ideas To Deal

With Difficult Customers

Customer Complaints• Believe• Listen• Apologize• Satisfy• Thank

Pride in Perfection