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The importance of Manaing Change

Five Tips For Successful Change Management

Written by webplanners on . Posted in Lead & Manage.

Five Tips for Successful Change Management

Brought to you by Rosy King @ Corporate Training Options

In today’s environment of rapidly changing technology, constant disruption, globalisation, connectivity and of course Covid-19, organisations are altering dramatically.  New businesses and new industries are emerging, and success relies on being able to adapt quickly. This places demands on leaders across all industry sectors.

Change in the midst of a crisis is never easy—especially one like Coronavirus, which hits as hard at global markets as it does at life around our kitchen tables.

You can use the strategies covered in the CTO Change Management Course to respond effectively and to continue to deliver against your business goals.

So what are the steps that lead to Successful Change Management?

Teams working together to achieve changeSuccessful Change Management for your organisation is based on open communication, management and team collaboration, and commitment from everyone to the change process.

If you’ve ever led your team or company through an organisational change, you know change management is not easy.  It’s not easy for existing managers, existing team members or for any new people who may have joined the organisation as part of the change.

You need to focus your efforts

Leading your team through an organisational transition successfully means knowing where to focus your efforts and resources. There can be a lot of guesswork, lost time, lost productivity and frustration for everyone involved.

One of the challenges is understanding that approximately 50% – 70% of organisational change projects fail to achieve their objectives.

Why?  For any number of reasons.  In some cases, mid-level managers and employees are excluded from the planning process. So they do not understand why the changes within the organisation are happening and therefore have no idea of how the process will take place.

Then they are told how it is and are expected to make several transitions at once, usually in a short time.  This can bring resentment from those staff excluded from the planning and implementation process.

With any organisational change, there will be loss, denial and resistance.

Organisational change for your teamResistance to change can come from employees, managers and supervisors, senior management, even suppliers, for any number of reasons.

It’s not necessarily a case of people not liking change in their workplace.  It’s more a matter of how the organisational change is planned, communicated, delivered and executed.

Most of us understand that effective leadership and the ability to adapt is crucial to ongoing employment, increased market-share and business success.

However, having a new employer or supervisor, or changing the way specific processes are done, will engender resistance.  And telling your team to undertake a task in a totally new way, without asking for their input, may well breed resentment within your organisation.

That said, here are …

Five Tips To Successful Change Management

  1. Managing change – It all begins at the top

Yes, it’s crucial to involve your team members at every stage of your organisational change. However, before that can happen, you need to ensure your management team are in sync and committed to a successful outcome. Doing this will set the stage for engaging and leading the change in your organisation from the top down.

  1. Resistance to Change & Preparing for change fatigue

With organisational change comes uncertainty, which means your team’s cosy comfort zone is about to become uncomfortable.  Part of organisational change means we’ll also be changing our employee’s lives.

You cannot introduce change without including your people in the process.  The best way to instil change is to do it with them.  Tasks and issues such as proposing new systems, introducing new supervisors or managers, and scheduling additional training, usually accompany an organisational change.  And that’s a lot for your existing team to take on board.

For successful change management, you need to take into account:

  • How the changes will affect your team
  • Where to focus your efforts
  • The pace at which the change will happen
  • Understand the five phases of planning for organisational change

  1. Understanding Change – Collaboration, Communication and Commitment

Communicate changes with your teamMany of the leaders who have completed our Leading Change Management course have believed that  meeting with their team once, to share why change is happening, will make everything clear.  Then it’s full steam ahead!

It’s a common mistake and a BIG part of why many change management programs fail.

To experience successful organisational change, you need to encourage collaboration and commitment from the top of your organisation to the bottom.  And you need to communicate, communicate, communicate !

Organisational changes made within your ranks need to be consistent and regular (daily or weekly to start with), with input and updates from everyone involved.

  1. Leading Change – Lead from the front and create new behaviours

When an organisation and its people undergo organisational change, old habits have to make way for the new, and that’s not easy.

As a leader, you must lead from the front and create new behaviours that employees will see, model and follow.

Some ways you can achieve this include :

  • Meeting with your team before and throughout the change
  • Keeping them motivated and involved in your organisational changes
  • Listening, and creating a vision together, so as a group, you have a vested interest in a successful organisational transition

Only by leading change from the top will your team grasp that the organisational change is happening, and needs to be accepted, because they are seeing you driving it.

  1. Develop a Change Management Action Success Plan

Build Change Management Plans with CTO TrainingIt may seem obvious, but many organisational changes fail because they’re introduced and executed on an adhoc basis.

Let’s compare leading your management and team through an organisational change, to building a house.  You don’t start with the roof.  You start with the plan and design, then you build the foundations.  After that, you work your way systematically through the building plan, until the project is completed.

Creating a change management action plan for your organisation is essential if you want the transition to be executed successfully and profitably.  You need positive support and contributions from senior management filtered down all the way to your team on the ground.

In Summary – Successful Change Management can be achieved

You can achieve a successful change management project, with planning.  Failing to plan the structure of your organisational change could otherwise result in your change program being in the 50% – 70% that fail.

There are certain outcomes each individual in your team must achieve for change to be successful. A Change Management Plan, when followed successfully, allows leaders and change management teams to focus their activities on what will drive individual change, and therefore achieve organisational results.

You need a change management plan which provides clear goals and outcomes for change management activities.  It should also provide a simple, easy-to-use framework for everyone in the organisation to begin to implement change.  Teams, managers and senior leaders alike can then all describe, discuss and achieve the desired changes together.

Want to learn more about Planning for Successful Change Management ?  

We have a training course available for you, which will achieve a number of learning outcomes.  These outcomes include:

  • Exploring and understanding the changes taking place in organisations today
  • Being able to explain how organisations can prepare for change
  • Clarifying human reactions to change and how to deal with them
  • Explain team involvement and visionary leadership

You will learn about:

  • Facing Change
  • Understanding Change
  • Leading Change
  • Creating a Change Action Plan

If you’re ready to upgrade your skills to provide Successful Change Management for your team, contact CTO today for friendly, professional advice.

We’ll discuss your specific needs, and tailor your training program to suit your requirements.

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Telephone Etiquette Essentials for Customer Service Roles

Written by webplanners on . Posted in Customer Service.

Telephone Etiquette Essentials for Customer Service Roles

Brought to you by: Rosy King @ Corporate Training Options

Telephone Etiquette essentials for Customer Service roles include having a great attitude, being consistent in your delivery and understanding customer behavioural styles.  If you’re in a call centre team, or other roles within your organisation where you interact with your customers by phone, you need high level skills in these areas.

No matter how rehearsed, experienced or confident you are, providing amazing customer experiences over the phone can be a lot of pressure.

After all, you are the first impression a customer has of you, your organisation and your brand.  Therefore, communicating effectively, taking ownership of the call and letting your professionalism shine through is crucial.

So here’s our A-Game Telephone Etiquette Essentials for Customer Service Roles.   

Because, whether your organisation is big or small, anyone who answers your phones needs to have top level skills in telephone etiquette.

Attitude is everything

Image - Attitude is everything in a call centre

Let me be frank. Some days you may not be not feeling well, or you may not understand your customer’s question or issue.  These are just two variables you have to contend with every day and identify almost instantly.

So dust yourself off and pull up your socks because as a Telephone Customer Service Officer, your attitude is a huge key to your success.

When you do answer a call, make sure you’re enthusiastic and helpful without being insincere.

A great habit to develop is to practice smiling while you speak over the phone to bring out that warm, caring and professional personality of yours.

Identifying customer behaviour styles in 5 seconds or less

Being able to identify your caller’s behaviour style is critical, and you only have a few seconds to do it.  It’s not a one-size-fits-all solution either because we all have different personalities, questions and needs.

Some people who are calling may be upset. Telling them to calm down is the worst thing you can do. Others may be time-poor and in a hurry, or alternatively, talkative.  Still others may think they know more than you.

As a Telephone Customer Service officer, don’t take anything personally.

What you need to do is be able to identify this customer behaviour, acknowledge it and then provide your solution in a calm, pleasant and professional manner.   You see, the chances are the caller is not angry with you, they’re just having a bad day and taking it out on you.

The thing is, being able to identify a customer’s behaviour style and solve their problem isn’t as easy as it sounds. It’s a skill that requires special techniques and training, which you can learn in a course such as our Telephone Courtesy and Customer Service training.

Systems of consistency

image of call centre staff on computers and phones

When people call your business, they are goal orientated. They have a reason for calling.

Some may want more information.  Others may have a problem or want to speak with someone specific in your company.  Still others might just want to make an appointment.

Therefore, having a system for every phone call is essential.

Without a system in place for taking customers calls, you’ll come off as unprofessional and disorganised.  Ultimately this can affect your customer’s experience, your brand, your reputation and maybe even your sales.

However, with Telephone Courtesy and Customer Service training, you won’t have any of those problems.

You’ll learn how to put a system process in place, so each caller receives the same level of service and professionalism.

You’ll also reduce call times.

Answering the phone will also be a lot less confusing for your staff, and you’ll save time training new team members.  You’ll have systems in place to cover telephone etiquette in all customer service roles.

Get Organised

Answering the phone takes a lot of organisation. There are some great resources and tools at your disposal.  The problem is many staff members do not take the time to learn how to use these tools effectively. 

So even after attending training, without proper organisation, many call centre staff go back to doing the same old things, the same old way.

They can, however, change their ways, with tools such as:

  • Organised scripts which guide them on how to provide telephone etiquette as soon as they answer the phone.
  • A list of commonly asked questions, and the answers to them.
  • Guidelines on how to forward calls to other team members if required.
  • A clear desk and access to a pen and paper, or Microsoft Word on their screens, if they need to take notes.

All of these simple things, which can be very easily provided, are essential to your team being organised.

Provide Premium service

Image of three women in Call Centre providing customer service

Many businesses think that their excellent service is what separates their organisation from their competitors. I have to disagree.  You need to have more than that.

When you consider I can buy a book on Amazon and have it delivered to almost anywhere in the world within 24 hours, then you’ll understand that premium service is not necessarily a point of difference.  It’s just expected in any business these days.

However, one way you can differentiate your business is by having a better understanding of your customers.  This will enable your team to provide friendly, professional solutions over the phone, which can satisfy your customers’ requirements.

With professional training in Telephone Etiquette and Customer Service, your call centre team and any other team members who speak with customers on the phone, can take your customer service to entirely new levels.

Want to learn more about providing Telephone Etiquette in Customer Service roles?

We have a training course available for you, where  you’ll learn how to:

  • Define quality customer service
  • Employ nine necessary but important telephone skills
  • Professionally manage complex customer telephone calls
  • Manage various customer behaviour styles on the telephone
  • Interpret customer wants and deliver positive customer service actions
  • And learn some of the systems you can put in place, so people calling remember you, your company, your brand and your awesome customer service for all the right reasons.

If you’re ready to upgrade your skills to provide powerhouse Telephone Etiquette and Customer Service, or you wish to tackle some new challenges, contact CTO today for friendly, professional advice.

We’ll discuss your specific needs, and tailor a training course to suit your requirements.

Corporate Training Options

 

 

 

 

The Modern Workplace with Microsoft 365

The Modern Workplace – with Microsoft 365

Written by webplanners on . Posted in Tech & Tools.

 The Modern Workplace – with Microsoft 365

Brought to you by Rosy King @ Corporate Training Options 

How organisations are reducing complexity and breaking down the traditional boundaries of workplaces with Microsoft 365

WOW, what an interesting and evolving business world we live in.

Some of us have teams working with us on the other side of the world, serving clients without missing a beat.

Many are collaborating and video chatting using Microsoft Teams, while Microsoft SharePoint ensures teams on the go have access to the latest company information they need, on any device.

Yes, it’s exciting and innovative, but when creating the modern workplace with Microsoft 365, it’s more involved than just downloading the software and starting.

 

Points to Consider, to Create the Modern Workplace you Need

The Microsoft 365 Modern WorkplaceAs clients ask us consistently about how to create a modern workplace with Office 365, I thought it’s about time to explain how the modern workplace is evolving.

With the walls of the traditional business model coming down and being replaced with boundary-free work environments, a few key things remain the same.

One.

Most of us are in business to serve people, grow our businesses and evolve, so it’s important not to lose the personal touch and connection we have with our customers.

Two.

In order to serve those people and grow our businesses using Microsoft 365 and other tools, we need to be able to collaborate quickly, efficiently and cost-effectively using this technology.

Three.

We also need to heighten and increase productivity while creating a modern workplace.

Four.

If we are to create a successful modern workplace, we need to focus on the people in our teams. In business, our teams are the most valuable assets we have.

When you have team members working remotely, it’s important to engage and focus on your teams’ goals and ambitions, and their value within your organisation.  This will keep morale, professionalism and productivity high, and make your teams feel like they are contributing to and are a valued part of your organisation.

Okay, so what is a Modern Workplace exactly?

Work from home with Office 365A modern workplace is one that focuses on adapting and using innovative technology so all team members can collaborate, communicate and operate proactively and profitably, regardless of where they’re located in the world.

It’s not just about downloading software. It’s about knowing and understanding the tools in Office 365, so you and your team can boost productivity and collaboration, while continually evolving.

It’s also about creating a flexible and innovative workplace community, where your team feel valued and part of something, and can communicate and operate with or without supervision.

Another key tip to remember when you’re creating a Modern Workplace is that it’s also about evolving your organisation’s way of working.

Work anywhere with Modern Workplace technologyWith office premises being replaced with more innovative and flexible work from home environments, business practices, technology and workplace solutions need to be carefully considered.

For example, if your team used to work from your office and they are now working remotely from home, you’re going to have to spend time introducing them to your new business model.

You’re also going to have to encourage them that this is not a bad thing but a good thing.  You need to engage, support and train them in the new processes and systems that will evolve naturally with a modern workplace business model.

This is going to take patience and support from both sides of the fence, whether you’re the employer, team member or an outsourced worker or freelancer. 

What does a Modern Workplace look like?

There are a few key things that make up a modern workplace.

Modern organisations are using smarter data and collection processes 

In today’s business world, smart businesses are collecting more data about their customers than ever before, using Microsoft Office 365 and other technology. And it makes sense. We all have different types of clients who spend different amounts of money, have different needs, spending habits, lifestyles and education.  And we can all buy almost anything we want, from anywhere in the world.

Take Google, for example. Traditionally they were a search engine service. However, if you look closer, you have to agree that they’ve evolved into a tracking service, collecting vast amounts of data on every one of us, tracking everything we do online.

Learning, embracing and using the tools and technology available 

Modern Workplace with Microsoft 365

Cloud software such as Microsoft 365, and devices such as smartphones and tablets, are evolving every day at a feverish pace. Organisations that have a modern workplace environment and culture know that they and their people need to learn and embrace  the latest software and tools to remain relevant in a fast moving business world.

Another benefit of learning and using the latest tools, software and technology in the modern workplace is that your people are developing their skills, making them happier and more productive, which is great for the team and for your organisation.

Modern workplaces are mobile 

One of the most significant evolutions to happen in the business world is the ability to have your team mobile.

With Microsoft 365, teams can perform an array of tasks from any mobile device they have.  They can get updates instantly in their spare moments between meetings and conference calls with their team, and share files in real-time to keep the team and projects moving forward.

Collaborate in real-time 

Modern workplaces enable everyone to collaborate quickly and easily. In each department of your organisation, all operations can be completed smoothly, proactively and profitably, resulting in reduced costs and higher productivity in the long term.

Open communication 

Teamwork with Microsoft 365While email and traditional office meetings are great, both managers and teams understand that many of these functions are outdated and can waste time.

With tools such as Microsoft Teams and Yammer in Microsoft 365, you can add people to specific teams for specific projects, where everyone can contribute in real-time.  This allows  everyone to know what is going on, who is doing what and what the outcome is.

This also opens up the door for your team members to make positive contributions to projects, so their voices and ideas are heard, resulting in them feeling valued and appreciated in the project’s success.

What is the first step to creating a modern workplace?

Like everything, evolving your organisation into a modern workplace will take time to plan and execute. The best way to start is to develop a modern workplace strategy plan.  You need to consider:

  • How you work with people internally, to run effective meetings, projects and your organisation
  • How you connect with people externally, to inform and engage your customers, partners and suppliers
  • Ways to target your communications and manage your time

Begin by reviewing your workplace. Which members of your team complete which tasks, using what tools, and what are their skill levels.  Next, ascertain where you want to go and how you’re going to get your team there.

 

Office 365 Tools

 

Which Tools will I need for my Office 365 Modern Workplace?

Microsoft 365 can help you transform how you collaborate, both internally and across locations.  The aim of a modern workplace is to:

  • Centralise communications and co-ordiantion
  • Connect to the people and information you need from any device
  • Securely share and protect sensitive information

The tools available in Microsoft 365 to address collaboration, which are a part of the Modern Workplace solution, include:

  • Microsof Teams
  • Outlook
  • OneNote
  • Planner
  • SharePoint
  • Yammer
  • Stream
  • Delve
  • Flow
  • PowerApps

The Microsoft 365 solution provides a total Modern Workplace framework, and a secure, intelligent and complete toolset to empower your teams.

Once you’ve started the evolution process to create a modern workplace, you’ll be taking a big step towards improved productivity and rewards for your customers, your team and your organisation.

 

Want to know more about creating a modern workplace with 365?

Corporate Training Options provides a number of solutions for teams who are upgrading to the Modern Workplace.

These include 1-2 day courses for your end-users, such as:

We also have 30-90 Day Corporate Adoption Programs for corporate teams, including:

 

If you prefer your training over a longer period, we have 6-month Technology Update Programs.  These are available for both end users, and for technical teams.

 

If you’re ready to learn more about creating a modern workplace or to upgrade your Microsoft Office 365 skills, contact CTO today for friendly, professional advice.

We’ll discuss your specific needs and tailor your training program to suit your requirements.

 

 

Corporate Training Options

Why Choose Corporate Training Options?

Corporate Training Options is Australia’s leading professional development training company. Incorporated in 1992, we have facilitated & run over 100,000 training courses Australia wide.

  • Your Trainers are certified experts who are real-world practitioners
  • The courses are interactive, well organised and fun – making it easier for you to learn
  • Small group workshops mean each trainee will receive individual attention and can be confident about the skills they will gain
  • Our complimentary client discovery consultation, prior to your training, ensures your objectives and desired outcomes will be met
  • CTO is a Business Excellence Award winning company

CTO Professional Development and Technology Training courses are customised to meet your requirements, and your training is provided on-site, on dates, which suit you.

The subjects we specialise in include:

  • Leadership Development
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Customer Service & Relationship Management
  • Business Administration
  • Finance & Accounting
  • People & Culture
  • Computer Training
  • Personal Development

Each CTO trainer has specific areas of expertise. This enables them to provide invaluable assistance to corporations like yours, seeking to maximise your investment in your teams and your technology. 

So if you’re ready to upgrade your skills, or you wish to tackle some new challenges, contact Corporate Training Options today for friendly, professional advice. We’ll discuss your specific needs, and tailor a training course to suit your requirements.

 

Leadership Versatility

CTO Leadership Webinar – Leadership Versatility

Written by webplanners on . Posted in Webinar.

CTO Leadership Webinar – Leadership Versatility

Do you want to become an effective Leader?

In this Webinar we will explore the value of leaders reflecting on themselves and using Versatility to gain the support and respect of their colleagues and direct reports.

This enables a leader to achieve improved performance results from others.

You will also learn how to plan your meetings in relation to your audiences’ needs, and understand how reflection on your own leadership style can lead to positive outcomes for all.

Jacky Hanan is an experienced executive leader with over 25 years of experience in leading large teams through significant change and transformation.

Jacky has completed the Advanced Management Program with Harvard Business School in Boston, an MBA with RMIT and the Marketing & Global Business program with Brest Business School, FR.

Webinar Bonus:

Discover what kind of Leader you are, and how you can use it to strengthen your organisation.

CTO Leadership Webinar – Understanding Behavioural Styles

Written by webplanners on . Posted in Webinar.

Do you understand how your behavioural style can impact others, and your own performance as a leader?

In this weeks Webinar we will cover the value of observing others behaviours and using communication to create positive outcomes for your business.

Industry expert Jacky Hanan will help you understand:

  • how reflection on your own leadership style can enable you to achieve improved performance results from others
  • the value of observing others behaviours
  • how your own performance as a leader impacts others

Jacky is an experienced executive leader with over 25 years of experience in managing large teams and individuals through significant change and transformation.

Jacky has completed the Advanced Management Program with Harvard Business School, Boston, US, an MBA with RMIT and  the Marketing & Global Business program with Brest Business School, FR.

Webinar Bonus: Understand how adapting to behaviours can be a win-win for you and your colleagues. 

Join our Leadership Webinar on 19 May, to learn 3 essential behaviours that any great leader should have within their organisation!

Microsoft Teams Corporate Adoption

CTO Leadership Webinar – Shape your Leadership

Written by webplanners on . Posted in Webinar.

CTO Leadership Webinar – Shape your leadership with Leader SHIFT

In the current global crisis, do you remain a strong leader with powerful qualities that inspire your team?

Right now, this seems almost impossible. Our vision – the primary requirement of every leader – is blurred. We can hardly see the next few weeks, let alone the years ahead.

So to do the best we can with what we have, we need to accept every Shift as it comes, with a balance of Focus and Flexibility.

Webinar Presenter, Catherine Palin-Brinkworth, has led many teams, chaired several boards, and been the national and international president of two separate organisations. She has spoken on leadership and business development all over the world.

In this fast-paced presentation on how to shape your leadership, she will share

  • The 4 ways to truly define Outstanding Leadership
  • The 3 Unchanging Leadership Truths
  • How the LeaderSHIFT technique makes it easier

You’ve got this!  And we’ve got your back.

View our Webinar.

CTO Technology Webinar – Shape your Leadership, with LeaderSHIFT

Held: Thursday 30 April, 2020

Time: 1:00 pm AEST

Duration: 15 minutes

Webinar Link:

CTO Quality Customer Service Training

CTO Training Tip – Quality Customer Service

Written by webplanners on . Posted in Customer Service.

What does Quality Customer Service Mean?

In your organisation, what does quality customer service mean?

Does it mean …

  • Customers are 100% satisfied
  • There are few customer complaints going up the ladder to management
  • A consistent, professional effort is made throughout your organisation to satisfy customers

The last item sounds pretty good, doesn’t it?

If your group or organisation doesn’t have a stated customer service objective, perhaps it’s time to create one.

The objective should be quantified, whenever possible.

Examples of specific and quantified objectives, that could be set within your organisation, include:

  • Meet 100% of customer timeframes
  • Answer all customer inquiries within two days
  • Develop ten sales leads per day
  • Manage 80% of all customer requests from within our unit
  • Refer less than 10% of customer requests to tech support

Your customers can be called many things –  customers, clients, members, co-workers, associates.

However, regardless of who your customers are, remember that setting an objective to provide quality customer service to them, is a requirement.

If you require Customer Service training in your organisation, please don’t hesitate to contact us.

We can customise your training to suit your requirements and present your training on dates which suit you.

Corporate Training Options

 

 

 

 

Turn Customer Complaints into Business Opportunities

Turn Customer Complaints into Opportunities

Written by webplanners on . Posted in Customer Service.

Turn Customer Complaints into Opportunities

Brought to you by: Rosy King @ Corporate Training Options

Have you ever considered that you can turn customer complaints into opportunities?  When customer complaints are handled well, and you provide your customers with a seamless resolution and a positive experience, this can be the key to success.   These customers are more likely to come back to your business!

On the other hand, poorly managed customer experiences may significantly impact your organisations’ revenue and without doubt, any repeat business.

Here’s some interesting customer experience statistics for you.

  • Customers who have a positive experience with your organisation, will tell 4-6 people about it.
  • Dissatisfied customers will tell 9-15 people about their unhappy experience.
  • Worse still, around 13% of dissatisfied customers tell more than 20 people.
  • Up to 96% of unhappy customers don’t complain at all.  Instead, 86% of them simply leave and never come back.

Listen calmly, so you can understandThe “State of Customer Service in Australia Report” reveals significant gaps between customers’ expectations of excellence, ease and accessibility and the disappointing realities, with a lack of consistency and response.

That’s why it’s so important that each and every engagement you or your team have with your customers is consistently pleasant and solution-focused.

Of course, not all encounters start out being easy. All of us have had to deal with unhappy, rude or angry customers at some time or another.  These customers may be upset for a variety of reasons – sometimes their anger is justified, other times less so.

However, whatever the reason, several benefits come from creating a positive environment for customer satisfaction, with real advantages gained when you can calm upset customers.

Here are just four of the power-house benefits you can experience when your team has learned the right skills to turn customer complaints into opportunities.

1. Generate Repeat Business

If your entire staff actively practices behaviours that calm customers down, these customers are more likely to come back to your business! If they see that you’re willing to work with them to come to a satisfactory outcome, they may change their perspective.

You have nothing to lose here – an irate customer is not going to be coming back; a calmed one just might.

2. Enhance Business Reputation

Creating a calm environment for customer satisfaction enhances your business’ reputation.

Customers will see your business as a place where staff will take their concerns or complaints seriously and work to fix them. They’ll talk about their problem and how your staff solved it, and this word of mouth can create a loyal customer base while boosting your reputation.

3. Improve Employee Morale

Giving your employees tips to calm upset customers or enrolling them in customer service courses can improve their morale.

They’ll come to work with confidence and know that they can safely and effectively de-escalate situations and calm their customers down.

Practising behaviours that calm customers will become second nature, and your employees’ job satisfaction levels will skyrocket.

4. Provide a Competitive Advantage

What sets you apart from your competition? If you have an arsenal of tips for calming upset customers, this can put your business ahead of your competitors.

Customers and clients want a calm, warm and nurturing environment, and this can add an aura of uniqueness to your business that your competition simply can’t compete with.

Calming Upset Customers

Need Tips for Turning Customer Complaints into Opportunities?

Remain calm and don’t take the complaint personally

This gives you a great start to dealing with the situation on hand. It helps diffuse the excitement and allows you to gain back control of the situation, whilst reducing the chance of further escalation.

Demonstrate Active Listening

Hear the customer out and be open to observe both verbal and non-verbal cues. When they are done talking, summarise what you’ve heard and ask any questions to further clarify their complaint.

Take ownership and be solution-focused

Demonstrate to the customer that you are well equipped and truly committed to solving their problem.  Be their ‘champion’ in resolving their issue.  Think laterally.  You may want to propose alternative options for your customer to consider, so they feel empowered to make decisions and decide on a mutually agreeable solution.

Use Active Listening to Calm Upset Customers

Want More Advice on Dealing with Turning Customer Complaints into Opportunities?

Why not book our one-day  Calming Upset Customers  professional development course, and take your employees’ customer service skills to the next level?

This way, you and your team can learn to understand why customers get upset, as well as gaining the 10 steps needed to help and calm an upset customer.

You’ll learn the skills to empower your entire staff to foster the right environment for customer satisfaction.

Corporate Training Options

In the CTO course – Calming Upset Customers, you and your team will learn how to:

  • Understand the importance of upset customers to improving your business.
  • Identify common causes of customer’s upsets, and learn why listening is a critical skill in dealing with them.
  • Be proactive in preventing upset customers.
  • Use various techniques to calm upset customers.
  • Practice management behaviours that calm upset customers and employees.

Reach out and secure your training with Corporate Training Options today!

If you’re ready to upgrade your skills to calm upset customers, or you wish to tackle some new challenges, contact Corporate Training Options today for friendly, professional advice.

We’ll discuss your specific needs, and tailor a training course to suit your requirements.

 

Always be professional at work

How to improve Professionalism in the Office

Written by webplanners on . Posted in Workplace Skills.

By: Corporate Training Options, Australia

The need to improve professionalism in the office is extremely important in today’s competitive world.  

If you’re a Manager  you understand this better than anyone, because your staff’s professionalism can be the difference between your business struggling or thriving.

Whether it’s within the office or with customers, the attitude of your people and how they interact with others has great impact on:

  • your team’s morale
  • effective collaboration
  • sound decision-making
  • the quality of customer interactions
  • and ultimately your sales

Professionalism in the office is something all members of your team need to demonstrate.  These are skills that can be taught, learnt, and developed over time.  Yes, effort is involved, however the positive effects on you, as a manager, your team members, customers and company, will be life-long.

Here are some simple steps you can take to improve your team’s professionalism in the workplace.

Product Knowledge – this will only get you so far.

Having in-depth knowledge and understanding of your field, your products and your services, is a must.  However, it will only get your team so far.

You have to remember that people do business with people.  And your customers will remember your organisation when you have professional, courteous staff, who provide them with relevant, smart solutions.

By focusing on these basic skills, you and your team will set your company apart from your competition for all the right reasons.

Attitude – Why Are You & Your Team Here?

Your team’s attitude to work and how they see themselves are key performance indicators of how you and your team perform and progress. When you empower your team and help them develop their professionalism, you and your team will also evolve.

Having a shared understanding of the team’s goals and their motivations (your ‘why’) will help everyone shift from a passive mindset to an active mindset. An active mindset means taking charge and moving from just reacting to looking at the “bigger picture” and providing solutions.

Based on our experience, teaching your team professionalism in the office will allow them to:

  • Set goals individually and collectively
  • Embrace change and office challenges
  • Project a professional image
  • Resolve conflict in your office quickly and easily
  • And much more

When you change your team’s attitude from just going into work and wondering what the day will bring, to making decisions about goals, you will find much more enthusiasm for daily tasks, commitment to the shared vision and importantly, greater job satisfaction and more opportunities to grow.

Image – What Image do You & Your Team project to Customers & Others?

Image is importantWhen thinking about you and your team’s image, it is important to consider the entire package.

This involves your appearance, your verbal and non-verbal communication, your behaviour and skills.

It can be helpful to identify someone, or several people, in your workplace who you or your team members admire, and who project ‘professionalism’.

Look at the way these people dress, how they walk and hold themselves, and how they interact with, and treat others. Doing a stocktake on this will provide ideas and strategies that you as a manager can develop for yourself and the professional image for your team.

Organisation – Do You & Your Team ‘Get Things Done’?

Being organised at work is keyBusiness is driven by results. The more you can get done, the happier you as a manager will be, as will your team and senior management.

However, it’s never as easy as it seems.

With a ‘big picture’ mindset, you will be able to look forward and set goals – both short and long term – for yourself, your team individually and as a department.

The next step, once you have laid out these goals, is to prioritise them. Some will be more important than others, some will be urgent and need to be accomplished quickly, and some can be put off for later.

Time management skills and how to set priorities are vital here. While it may seem unimportant or irrelevant, good planning at the start leads to greatly increased productivity and outcomes.

Any training you can do in time management and project management, will be an extremely worthwhile investment.

Communication – Are You Making the Most of this Important Tool?

The first thing to know about communication is that it is a ‘two-way’ street. Good communication involves talking and listening.

All communication is about the effective exchange of information. Good listening skills will mean that you don’t miss out on vital information and what your team members are saying or are concerned about.

When you are the one conveying information, it is important that it is done professionally and clearly. Two methods of conveying information within a workplace are verbal and written.

Verbal communication may involve video conferencing, meetings, and presentations. If you have paid attention to your overall image, you will feel much more confident in these situations.

Almost all workplaces use email, and it is important to think carefully every time you send an email. Make sure the contents and the tone will be pleasant and acceptable to anyone. A clue is reading it out loud before pressing send, as at times we can unwillingly come across as ‘short’ in email exchanges.

The other form of written communication that you may need to use is writing letters. Again, think about the impression your words will create, and work towards ensuring a positive reaction.

Lastly, consider your body language, as it too can provide ‘messages’ to others. Are you crossing your arms as you speak? Are you leaning in? Are you checking your messages on your phone? Or are you openly paying attention and showing interest in others?

Personal Skills – Can You Influence Team Members for Positive Outcomes?

Communication is KeyAs a manager, it is vital to think about how you interact with not only your team members, but also others you come into contact with, inside and outside your office.

While some people are naturally charismatic and professional, there are many skills you can learn to improve the professionalism in the office and the outcomes of those interactions for your team.

A positive and sincere attitude will help you cultivate the relationships you have with those people you come into contact with in your workplace. And it is also important to strike a balance between politeness, professionalism and being over-friendly.

Maintaining good relationships will mean your team and operations will move smoothly – and people who think positively are likely to bring additional opportunities their way.

Conflict – Can you handle it?

Not every interaction is going to be a positive one. Conflict is an inevitable part of being human. In the workplace, it is important to minimise conflict, rather than inflame it.

Conflict is very disruptive, and as a manager it’s usually your role to contain and reduce any conflict professionally, with minimal disruption or tears in your office.

Additionally, as a manager, at some stage you will need to deliver bad news, or review a member of your team.  It is essential to always use tact, and to focus on the action or event that is the problem, rather than using language that resorts to personal criticism.

Choosing your words carefully, being supportive, solutions focused and professional will reduce the stress of the situation. It will also allow you and that particular team member to take any constructive criticism on-board professionally without impacting the attitudes and morale of other team members.

And while maintaining good relationships with your team may be obvious, it is just as important they have a good relationship with you as their manager.

Good manners and a positive attitude should ensure that you are all comfortable communicating with each other. If you have practiced the skill of delivering critical feedback in a tactful and professional manner, you will feel confident in dealing with your team’s feedback.

As you can see, teaching your team professionalism in the office involves them learning a range of skills.

It might seem like a daunting list. However, the good news is that all of these fields have been studied carefully, resulting in many books, articles and online material with excellent advice.

Improving these skills starts with identifying the areas that your feel need improvement. Break them down under each heading, and set a plan to develop your skills in that area. It is much easier, when faced with a flood of information, to work in stages.

Understandably, this can be a time (and energy) consuming process. You may wish to fast track your team’s professionalism skills and training in days – rather than in months or years.

In this case, it can be much easier to let the experts at Corporate Training Options conduct training for your team, to ensure they truly learn the skills of professionalism in the office.

Learn more about the course

In our Professionalism in the Office course, your team will learn all the essentials of professionalism, so they can:
• Expand their skills and role in your team
• Develop and maintain a professional attitude in all situations
• Discover proven time management tips and how to set priorities
• Undertake project management techniques and long range planning
• Make better decisions in six easy steps
• Learn how to communicate effectively for better results
• Write and present with confidence to other team members or management
• Develop effective presentation skills
• Plan for meetings and becoming an effective facilitator
• Build stronger relationships and networks
• Resolve conflict
• And gain an understanding of how they and you as their manager can have a unique relationship that will benefit everyone involved
Click below to find all the course details, skills and outcomes you and your team will receive from the training course – Professionalism in the Office.

Corporate Training Options

 

 

 

Why Choose Corporate Training Options?

We will address your pain points and facilitate customised, onsite training that provides you with a solution to your immediate problem, plus teaches your team valuable new skills.

About Corporate Training Options

Corporate Training Options (CTO) is a Business Training Company, which provides training in essential business skills, via onsite, customised courses.  The courses provide a cost-effective way of ensuring you and your team are presenting your best image to the world.

CTO onsite courses are presented around Australia and in many international locations.  Your training is tailored to meet your requirements and can assist you to develop your skills in a range of topics, including:

  • Customer Service
  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Business Administration
  • Finance & Accounting
  • People & Culture
  • Computer Software Training
  • Personal Development

For more information on the range of Business Training Courses available, please visit the CTO website – cto.com.au 

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

E: training@cto.com.au
W: cto.com.au

 

 

Effective Communication Training from CTO

5 Steps to Effective Communication

Written by webplanners on . Posted in Lead & Manage.

By: Corporate Training Options, Australia

 

Effective communication skills are a hallmark of a good leader and being able to communicate expertly is your golden ticket to succeeding in the workplace.

To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others.

Tony Robbins

Effective Communication is Critical

As you know, “It’s not what you say, but how you say it.”

 And this adage has never rung truer than in workplace settings. Without effective communication skills, misunderstandings can easily arise.  This is something you want to avoid, as they not only affect work relations but also impact productivity, job satisfaction, and morale.

Effective Communications training is available from Corporate Training Options and can be structured to meet the needs of your team.  See more details here.

To help cultivate improved communication skills in your workplace, here are five techniques you can practice from today.

Conduct Open Meetings1. Conduct open meetings

Open meetings are not about getting out into the great outdoors, although walking meetings are becoming more popular, and increase your fitness as part of the process.

Open meetings are where everyone can contribute, and are great for facilitating honest communication – whether it’s about a new project, a new policy, or a routine weekly team report.

The inclusive nature of an open meeting makes it ideal for expressing your passion and feelings about the meeting agenda.  It’s also a great vehicle for getting your team to express their feelings to you as well.  Make sure you allocate a specific number of minutes for each point on the agenda and let your team know the agenda in advance, so they can come prepared.

2. Send group emails

Emails are a convenient business communication tool.  Through email, you can send reminders to your team such as quotas, reports due, important team announcements, meeting information, etc.  You can send short notes of encouragement as well.  Your openness to your team expressed through email communication will also encourage them to be open, through the same medium.

3. Hold one-on-one meetings when necessary

If there are team members who seem unsure about certain policies or office protocol, you can always take them aside and help them to better understand procedures, through a one-on-one discussion. You can also do the same when you need the assistance of key members in your team for a project, to ensure you’re on the same page about everything.

4. Encourage your team to attend effective communication training

Make effective business communication part of your staff development agenda. Any investment you make in improving your employees’ communication skills will translate into a more professional and productive work environment.

5. Be sincere and honest, and keep it simple

There’s nothing like a tense work atmosphere to kill openness and understanding. Speaking to your team only when you’re on the brink of a major outburst will be fruitless.  The same can be said if you earn the reputation of not meaning what you say, or if you deliberately confuse the people you are addressing, to get them to agree with you.

Be sincere and honest in all your communications.  It will help to build trust with your team, plus you’ll sleep better at night.

If you’ve made a mistake, admit it, own it and work out how to fix the problem.  You will become a better person because of it, plus your team will feel much more comfortable to admit their own mistakes when they make them.

Keep all your communications simple.  State what you need, and check that the person or team you are working with have understood what you said, and what actions you need them to take.

Thank people.  As a simple act of courtesy, make it a point to always thank your team after each communication session, whether in person or via email.  You will be amazed at how much people appreciate this one simple kindness.

Team Communications should be Fun

In Summary

In order to thrive in the long term, you need clear and effective lines of open communication in your workplace.  Make sure you invest in learning effective communication skills and you will reap the benefits.

See how much easier it can be to work with your people and teams, and how much more comfortable, open and friendly your workplace can be for everyone.

Communication – the human connection – is the key to personal and career success.  

Paul J. Meyer

Learn more about the course

It’s important to get the right kind of training for you and your team, so you can really harness the power of effective communication.  You may think it takes weeks or months to complete. But what if you were able to enhance your skills in just one day?

Corporate Training Options has a one-day course covering everything you need to know about Effective Communication in the workplace.

The course focuses on developing your skills in:

  • face-to-face communication
  • the unspoken, non-verbals in communication
  • how to choose your words carefully
  • ways to enhance your listening ability

What will you learn in the Effective Communication Course?

You will:

  • Gain insight into your personality type and communication preferences
  • Learn to recognise other people’s personality types and communication preferences
  • Learn to adjust your own communications approach based on need and situation
  • Understand barriers to effective communication and how to overcome them
  • Learn how to effectively utilise tone
  • Master methods for speaking on the spot
  • Learn to listen actively and effectively
  • Gain insights into asking open questions
  • Become a more effective communicator through the use and application of practical tools
  • This course also helps you to adapt your face-to-face strengths, to other types of communications.

For more information on the skills you will learn in the course, visit the Effective Communication course page on the CTO website.

“The training was very well structured, and I enjoyed learning about the methods of communication and different styles of behaviours.  As a result of this training I will listen and engage more with my customers.”

Melinda, Lincoln Electric, Sydney, NSW

Corporate Training Options

 

 

 

 

About Corporate Training Options

Corporate Training Options (CTO) is a Business Training Company, which provides training in essential business skills, via onsite and online professional development courses. The courses provide a cost-effective way of ensuring you and your team are presenting your best image to the world.

CTO onsite courses are presented around Australia and in many international locations.  Your training is customised to meet your requirements and will assist you to develop strong skills in:

  • Customer Service
  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Business Administration
  • Finance & Accounting
  • People & Culture
  • Computer Software Training
  • Personal Development

 

For more information on the range of Business Training Courses available, please visit the CTO website – cto.com.au 

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

E: training@cto.com.au

W: cto.com.au

 

 

 

 

Why Selling over the Phone is Crucial for your Business

Written by webplanners on . Posted in Customer Service.

By: Corporate Training Options, Australia

When your team are selling over the phone, are they turning as many phone enquiries into sales as they should be?

Despite the advance of technology, and the numerous ways we can now reach our potential customers, selling over the phone remains an important strategy for almost any business.

Using the phone, we can proactively mine for leads or respond to customer enquiries.  Also, phone sales staff who have the right training, are more effective in driving home new and repeat sales.

To learn more about the Professional Selling over the Phone course from CTO, please click here.

What skills do your Salespeople need when selling over the phone?

Selling over the Phone

Organisations today find selecting and training phone sales staff more challenging than ever before. The generation now reaching adulthood grew up in a time when phone calls were no longer a primary way for people to reach out to each other. As a result, they lack the natural phone “soft skills” that previous generations learned organically.

Some of the skills needed for business phone sales include:

  • Opening a call with conversation
  • Writing telesales scripts
  • Generating telesales prospects
  • Using questions to engage a potential customer
  • Presenting solutions
  • Ability to focus the conversation on subjects related to the sale
  • Basic telephone etiquette
  • Handling confrontational or insulting individuals professionally
  • Cold call strategies

Organisations that rely on selling over the phone must have sales staff that grasp these basics of telephone communications and strategies.

On top of this, sales staff need to also learn advanced telephone sales techniques, such as:

  • Using proper language and approved terms when speaking with customers
  • Developing effective messaging and closing skills
  • Using phone outreach as part of an overall plan for customer service excellence
  • Developing skills to deliver negative responses in a positive way
  • Knowing how to effectively perform follow-ups
  • Integrating a personally positive attitude into a plan for phone sales success

Acquiring and using these skills benefits your sales staff, who will perform better and earn more.  In fact, teaching your team the skills for selling over the phone will allow your organisation to maximise sales across the board.

The Benefits of a Trained and Talented Phone Sales Team

Succeeding at sales isn’t about being pushy, or manipulating your customers.  It’s about following a process, and problem solving.  It’s learning about your customer’s pain points and then providing them with a solution, which is your product or service.

But here’s the thing. You may have the most fabulous product or service in the world, but your business isn’t growing if you’re not making sales.  And learning the skills for selling over the phone is one of the fastest ways you can increase your sales – this month, this week, tomorrow!

Developing a sales system, for selling over the phone, is vitally important.  Because it will make your sales team more successful.  And that provides you with a win-win.  A win for your business through increased sales, and a win for your customers who now own your amazing products or have access to your awesome services.

How your Sales Staff can acquire these Skills

In times past, organisations could train their phone sales teams by planning their curriculum around the assumption that almost everyone had basic telephone skills to begin with.  We can’tmake that assumption anymore with text, instant messaging, and email replacing phone use to a large extent.

It’s vital that your phone sales teams understand basic telephone etiquette, know how to write and use a great sales script, and can use questions that engage a customer’s emotions to the point where they really want to buy from you.

After a day of training for your team in Professional Selling over the Phone, you’ll understand the things you’re currently doing that are stopping your customers from buying from you.  You will also understand that a step by step process will allow you to improve your close rates and ultimately make you more money.

In Summary

Selling over the phone is a skill which can be learned and improved over time.  It revolves around the basics, such as having a great phone manner, quickly understanding a customer’s pain points, and using questions to stimulate emotions, that make your customers want to buy.  It’s about being compassionate, taking ownership of the conversation and uncovering your customer’s hidden buying motivators.

Selling over the phone is about a process.  It’s easy to learn and simple to follow and will increase your phone sales from day one.

Learn more about the course

Learn more about tapping into the power of Professional Selling over the Phone with Corporate Training Options.

The course focuses on developing your telephone skills, improving your communication, building relationships with your customers, and sales closing techniques.

The skills covered in the Professional Selling over the Phone course include:

  • Positive self-direction
  • Being prepared prior to answering the telephone
  • Asking questions, listening effectively and taking action
  • Focussing on your customer, to enable you to listen to them with empathy and with a sense of care
  • Following up, following through and going the extra mile

Who is the Professional Selling over the Phone training course for?

This course is for Telesales professionals and sales staff who sell over the phone.  It starts with the basics, including preparing your workspace, writing sales scripts, handling calls, generating prospects, and closing sales over the phone.

It also addresses everyday telesales challenges, and ways to maximise performance when selling by phone.   Topics covered include:

  • Preparing for telesales
  • Writing sales scripts
  • Communication essentials
  • Handling calls
  • Generating prospects
  • Interacting with prospects
  • Cold call strategies
  • Closing sales over the phone
  • Addressing sales challenges
  • Maximising sales performance

You can click here for an overview of the Corporate Training Options Professional Selling over the Phone course to learn more about how you, your team and your organisation will benefit

For more information or to book your training, view the details of the course here.

Corporate Training Options

 

 

 

About Corporate Training Options

Corporate Training Options (CTO) is a Business Training Company, which provides training in essential business skills, via onsite and online professional development courses.

The courses provide a cost-effective way of ensuring you and your team are presenting your best image to the world.

CTO onsite courses are presented around Australia and in many international locations.  Your training is customised to meet your requirements and will assist you to develop strong skills in:

  • Customer Service
  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Business Administration
  • Finance & Accounting
  • People & Culture
  • Computer Software Training
  • Personal Development

For more information on the range of Business Training Courses available, please visit the CTO website – cto.com.au

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

training@cto.com.au

cto.com.au

 

Increase Customer Satisfaction with Telephone Courtesy Training

Written by webplanners on . Posted in Customer Service.

By: Corporate Training Options, Australia

Telephone Courtesy and Customer Service Skills are essential for staff who assist customers on the phone.  

You and your organisation will benefit when you learn to extend simple courtesy, use excellent phone manners, listen effectively and provide top level customer service when assisting customers over the phone. 

Kindness and courtesy are at the root of a positive customer service experience.

Shep Kyken

Phone calls are an instant form of communication that most customers can access, and still hold a lot of value. But, if you don’t have the right training in how to manage customer calls, you could cause more harm than good. 

With that in mind, here are 4 different ways you can learn the benefits of telephone courtesy and customer service training.

To learn more about the training available on this topic from CTO, visit the course page –  Telephone Courtesy and Customer Service Skills training.

Four Great Ways your Business can Benefit by extending simple Courtesy and excellent Customer Service over the phone

1. Consistency secures brand loyalty

When you want your customers to remain loyal to your brand and services, you need to deliver a consistent service. If you do this, your customers will learn that they can expect the same experience each time they call you.  This builds trust, loyalty and customer satisfaction in spades.

Telephone Courtesy Training with CTO

However, if they encounter different experiences with each operative, your organisation appears inefficient, disjointed and disorganised. 

The aim of telephone courtesy and customer service training is to ensure each person delivers the same approach, using common processes and language.

When your customers know what to expect during a phone call to your business, they’ll be happy to keep calling, and to continue doing business with you. 

Creating consistency also makes the process less confusing and more enjoyable for your team. It allows your business to brand your interaction of excellent service with your customers, and your staff to work more effectively on the phone.

2. Professionalism makes each call more effective

When your customer calls you, they have a goal in mind. You can help them reach that goal by learning professional telephone skills, such as:

  • the best ways to answer the phone
  • learning how to address your caller
  • practicing effective listening
  • answering questions succinctly
  • managing messages
  • bringing the conversation to a satisfactory close

The best telephone training gives employees the skills required to identify what customers need and how to meet their expectations. 

As a result, each person who calls you is more likely to finish their call with a great feeling about your organisation.

One of the best feelings in the world is knowing that someone is happy because of you.

3. Managing different customer styles becomes easier

Smile on the phone - customers can hear it in your voice

Did you know that there are lots of different customer behaviour styles?  Although each person will have unique traits, you can often group them into particular styles. 

For example, while an emotive customer may provide lots of detail and go off track during the conversation, someone who’s more direct will try to take control of the situation. 

When you have telephone skills and customer service training, you’ll learn how to deal with each different type of caller and direct the interaction accordingly.  

You’ll understand how to:

  • ask questions
  • negotiate with different types of customers
  • make follow up calls
  • deliver bad news
  • avoid statements that give the wrong impression
  • manage various customer behaviour styles

4. Creating a positive attitude is key to Success

Finally, there’s no denying that staying positive isn’t always easy in business. This becomes even more challenging if you’re managing complaints and queries over the phone. 

However, with the right training, maintaining a positive mindset becomes achievable. 

Positivity is infectious and makes it easier for employees to thrive, empowering them to acquire skills that allow their careers to progress.  

Telephone Courtesy and Customer Service Skills training will teach you how to create a personal action plan, to help you develop a more positive attitude. This is important, because your attitude is one of the keys to your success.

In Summary

Telephone Courtesy & Etiquette Training with CTO

Having a good understanding of Telephone Courtesy and Customer Service Skills is essential for customer service staff.  If you are properly trained and can demonstrate professional customer service skills, this can greatly improve customer satisfaction and loyalty to your organisation.

There’s no denying that telephone courtesy & customer service skills are essential in all workplaces, so work on them every day, to constantly improve and get better at what you do. 

And of course, if you are properly trained and can demonstrate professional telephone courtesy skills, this will greatly improve customer satisfaction and loyalty. 

Learn more about the course

If you want your business and workplace to thrive, getting the right training is fundamental.  Corporate Training Options can train your staff to provide the best in customer service standards. 

The Benefits and Learning Outcomes you will achieve from the Telephone Courtesy and Customer Service Skills course include you being able to: 

  • Define quality customer service
  • Employ nine basic, but important, telephone skills
  • Professionally manage complex customer telephone calls
  • Manage various customer behaviour styles on the telephone
  • Interpret customer wants and deliver positive customer service actions

For more information or to book your training, view the details of the course here.

Corporate Training Options

About Corporate Training Options

Corporate Training Options (CTO) is a Business Training Company, which provides you with training in essential business skills, via onsite and online professional development courses.

The courses provide a cost-effective way of ensuring you and your team are presenting your best image to the world. 

CTO onsite courses are customised to meet your requirements and will assist you to develop strong skills in:

  • Customer Service 
  • Leadership & Management
  • Strategic Business Planning
  • Project Management
  • Marketing & Sales
  • Business Administration
  • Finance & Accounting
  • People & Culture 
  • Computer Software Training
  • Personal Development

For more information on the range of Business Training Courses available, please visit the CTO website – cto.com.au

We look forward to working with you, to build your confidence, improve your efficiency and maximise your potential.

Rosy King

Corporate Training Options

Professional Training  –  Exceptional Results

training@cto.com.au

cto.com.au