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Reflections |
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"...CRM isn't about technology any more than hospitality is about
throwing a welcome mat on your front porch..."
-
David Sims |
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AVT -
Accent and Voice Training |
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Using Phonetic script to understand
sound and pronunciation |
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Mastering Sounds in English;
Differences in sounds |
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Neutralizing accents |
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Voice modulation- speech flow,
phrasing ,word focus, syllable stress and contrastive stress |
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Correct Intonations for effective
communication |
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Speed and ‘color’ in speech-
moderating speed and de-coloring speech |
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Guided Self Learning Tapes – for
Neutral, US, British, Australian, Irish, Welsh accents etc. |
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Articles and pronunciation for a
scripted call |
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Conversation for an unscripted
outbound sales call |
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Tele-Expert: Telephone Etiquette for Customer Care/ Selling/
Collections |
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Importance of
the telephone; understanding the customer (Customer Perception) |
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Understand the
process of communication and the errors arising in communication
on the telephone |
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Prerequisites to
quality customer service |
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Understand the
importance of the company product & image projection |
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Overcoming call
reluctance |
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Effective/Active
Listening |
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Telephone
handling that facilitates effective communication |
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Effective
phrases; Customization region wise |
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Intelligent
questioning to elicit relevant information |
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Handling &
Overcoming objections |
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Voice
Modulation, Speech clarity, speed control |
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Dealing with
difficult customers |
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Effective
closing |
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CCM - Cross Culture
Management |
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Adaptation v/s
Adoption |
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Customer
perceptions in US/ Europe/ Japan |
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The Political
structure, demography, history, government, Business and Economy |
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Understanding
life in the cultural context - major holidays, festivals, sport,
religion and cultural practices |
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Geographical
parameters- region wise differences |
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Legal
implications and its implications for Customer service |
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Customer Relationship
Management |
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Importance of
the Customer- Internal & External |
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Profile of a
Modern Customer , Types of Customers |
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Factors
Affecting Customer Behavior |
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Customer
Perception, Customer Attitude |
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Communication
Barriers, Active Listening |
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Questioning-
Barriers/Forms/Techniques |
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Attributes of
Good Customer Service |
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Customer
Handling Attitude |
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Customer
Satisfaction & Loyalty |
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Selling - Corporate,
Channel and Direct |
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Customer handling and selling skills |
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The importance
of the customer in any marketing or business effort
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Principles of
salesmanship: pre-approach, approach; customer focus; moving ahead
through problem solving; persuasion through customer involvement
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Basic selling:
establishing rapport; encouraging; asking; confirming, informing
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Prospecting for
customers, Customer Perception |
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Overcoming call
reluctance |
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Steps in making
a sales call |
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Effective
listening for more effective sales |
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Intelligent
questioning to elicit information |
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Handling and
overcoming objections |
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Dealing with
difficult customers |
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Effective
closing |
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Simple but
effective e-mailing |
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Effective
personal management - managing stress |
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Effective
personal management - managing time |
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Grammar, E-mail and Chat
Training |
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E-Mail
relationships: Importance of E-Mail; its attributes; E-Mail Vs
Snail-Mail; E-Mail addressing |
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Preparation –
Effective emailing: the do’s and don’ts to be kept in mind |
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Elaborate
understanding: 5 C’s Correct; Clear; Concise; Complete; Courteous |
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Grammar &
Vocabulary for content writing |
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American
Spellings: Phrases most commonly used; slang and lingo |
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Sentence
construction |
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Comprehension |
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Précis Writing |
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Letter Writing:
White mail – the format; mastering the procedure of formal letter
writing |
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Checklist: Final
review before pressing the “Send” key, Case Studies |
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Effective
Business Communication |
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Importance of
effective communication and presentation skills
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Understand the
process of communication and the errors arising in communication
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Active
Listening |
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Non-verbal
communication & Importance of Body Language |
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Effective
Written Business communication—Emails, Letters. Memos, Reports |
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Basic
Telephone Etiquette |
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Effective
Interpersonal Skills, Voicing differences without becoming
disagreeable. |
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Common
problems in Communication & Effective Solutions for overcoming
them |
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Structuring
the information- use of time, space, classification, contrast
and comparison |
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Answering
questions, Handling criticism, Developing rapport. |
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Overcoming
speech apprehension and stage fright. |
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Analysis of
performance, identification of strengths and areas of
improvement |
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