Etiquette Netiquette Proposal
Proposal: Masifunde Training Centre ‘Etiquette & Netiquette’ Training
| Item | Description |
|---|---|
| Training Objectives |
To get the employees to find suitable solutions to their challenges Enhance company image Create professional communication processes Improve telephone & online communication, both internally and externally Improve listening & response skills Handling difficult callers |
| Trainer | Dawn Harrison |
| Duration | 2 days Etiquette + 2 days Netiquette |
| Venue | Masifunde Training Centre |
| Equipment | Flipcharts, Koki’s, data projector and sound must be provided at the venue |
| Investment | R1750.00p/p 1 day & R2500.00p/p 2 days Provision of training venue Cost of travel and accommodation for facilitators (if required) Meals |
| Training Outline | Customised training to serve your individual needs; modules can be chosen from the below list should you want to condense the training into one day. Or you may combine Etiquette & Netiquette into just two days. Please don’t hesitate to contact us for further consultation. |
TRAINING OUTLINE:
| Etiquette modules | Content | Day 1 | Day 2 |
|---|---|---|---|
| 1- Introduction | - What do customers want? - Skills and personalities |
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| 2- Communication Skills | - Using words to project a positive attitude - Greeting and closing of interactions - Telephone skills - Body language and vocal tone - Attitude and tone of voice |
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| 3- Customer Services | - Introduction - Basic customer service - Improved customer service - Understanding customer behaviour |
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| 4- Advanced Customer Services | - The 4 R’s | ||
| 5- Call Management | - Receiving Calls - Transferring Calls - Placing Calls on Hold - Escalating Calls - Closing Calls |
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| 6- Complaint Management | - Handling complaints effectively | ||
| 7- Message Management | - Placing effective messages - Taking effective messages |
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| 8- Market Intelligence | - Decision Maker Contacts - Up Sell/Cross Sell Campaigns |
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| 9- Surveys | - Database Selling - Information and Literature Fulfilment |
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| 10- Appointment Scheduling | - Customer Satisfaction - Direct Mail Follow-up |
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| 10- Appointment Scheduling | - Seminar Population - Product Promotion - Debt Collection |
| Netiquette content | Day 1 | Day 2 |
|---|---|---|
| 1- The communication model | ||
| 2- Barriers to effective communication | ||
| 3- Basic rules of grammar | 4- Emails | |
| 5- Prepositions | ||
| 6- Jargon Slang and Colloquialisms | ||
| 7- Sentence structure | ||
| 8- Abbreviations and acronyms | ||
| 9- Punctuation | ||
| 10- Paragraphs | ||
| 11- Sequencing information | ||
| 12- Summary / précis | ||
| 13- Editing | ||
| 14- Email netiquette | ||
| 15- Good manners on emails – Ten Commandments | ||
| 16- SPAM and security | ||
| 17- Writing effective emails | ||
| 18- The perils of social media | ||
| 19- Netiquette and intellectual property | ||
| 20- Message board netiquette and guidelines |
Project Manager: Adv. Mahomed Vahed
Contact: Rodney Frank 082 334 6403
Rodney@visioninmotion.co.za