Program Background &Objectives
- Employees usually convey their feelings and attitudes during phone conversations or email correspondence with customers. In other words, the things they say and the way and manner they say them or the way they communicate in writing, create either a positive or negative impression.
- Typically, impressions are lasting and they either win customers to a business or damage its reputation. Etiquette therefore teaches us that treating customers with courtesy, kindness and respect is vital if one is to succeed in today’s competitive world.
- This program will help participants understand the way to use good manners to address customers via the telephone and also teach them to understand best practices of writing email to minimize errors which can have a negative impact on the reader.