Learn the essential skills of writing so that you communicate in a professional and competent manner with customers.
The essence of professional communications in business today
Non-verbal communication – the essential communication tools for customer relations
Know your audience and understand their needs – choose the right option to communicate
The importance of first impressions for influencing a customer
Define your objective, apply the right approach, style and structure to your writing
Apply essential business English – the correct use of language grammar, punctuation etc
Write clearly and persuasively to attract customers and maintain interest Instil confidence with customers – write a professional and personalised letter
Generate slick and successful sales letters to win customers
Create proposals, estimates and quotations to meet customers needs and expectations
Email communications today – apply the appropriate behaviour for interacting with customers Apply the right style, content and language to email communication
Keep emails relevant and easy to follow subjects, notifications and contact details
Maintain confidentiality when forwarding or copying emails, or sending attachments
The legal implications for email behaviour – libel, copyright, viruses and spam emails
Manage customer complaints and difficult situations successfully
Keep in touch with customers and build personalised on-going written communications
The training will take the form of a one-day workshop, with group discussions, feedback and exercises based on individual/group needs. Each participant will receive a workshop manual.
The course is designed for staff, who communicate with customers daily using written communications and electronic email – includes general staff in customer service, administration, reception, sales, accounts, order processing amongst others.
DATES and VENUES
24th March 2017. 9.30am-5.30pm. ISME,Dublin
9th June 2017. 9.30am-5.30pm. ISME,Dublin
ISME Skillnet Members: €230
Non Members: €315
FOR FURTHER INFORMATION OR TO BOOK CONTACT:
Liz Carroll, Training and Development Manager, 01 6622755, firstname.lastname@example.org
The ISME Skillnet is funded by member companies and the Training Networks Programme, an initiative of Skillnets Ltd. funded from the National Training Fund through the Department of Education and Skills.