From: Phone Forward (info@phoneforward.com.au)
Date: Wed Feb 11 2004 - 14:51:03 WST
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---- Here's how to Handle Difficult Customers ... Additional Date: Thursday 11 March 2004 ---------------------------------------------------------------------------- ---- This quality one day course has been specifically designed for those dealing with 'phone rage', irate customers, wafflers and impatient callers who make unreasonable demands. ---------------------------------------------------------------------------- ---- LIMITED SPOTS AVAILABLE - BOOK NOW ON 9221 5544 TO AVOID DISAPPOINTMENT ---------------------------------------------------------------------------- ---- Improve your quality of life at work by using advanced call management skills to cope with those 'out of control' callers. Learn how to stay in a positive frame of mind, to not take things personally and calmly move those challenging telephone conversations towards a positive outcome. Identify essential self-management skills which will remove the chance of conflict and escalation. Come and participate in this dynamic and highly practical workshop to learn how to handle the difficult and frustrating behaviour of other people in a way that leaves you free and satisfied. Be productive, proactive and positive. You will learn how to - develop effective strategies for managing challenging situations - stay in a positive frame of mind and not take things personally - reduce your stress by identifying your emotional triggers - give a customer bad news, while staying calm and still providing service - avoid using negative, irritating and customer deflating words - give clear explanations without laying blame and getting defensive - be patient when the other person is not listening to your point of view - use the LASER technique to maintain momentum - restore your sanity, positivity and energy! DATE: Thursday 11 March 2004 TIME: 8:30 am to 4:00 pm COST: $275.00 GST exempt BOOK: On line at http://www.phoneforward.com.au or call us NOW on 08 9221 5544 VENUE: Level 2, Cambridge House, 297 Hay Street, East Perth WA 6004 Phone Forward would be happy to work with you to customise any programs to suit your organisation's specific needs. Please forward this email to anyone you feel may find it of interest. Regards Maree Maree Wrack Director Phone Forward PO Box 6184 East Perth WA 6892 ============================================= You received this e-mail because you are subscribed to pswa-announce. Please pass it on to any of your colleagues who may be interested. The Department of the Premier and Cabinet has established pswa-announce to help inform Western Australian State Government employees about new publications, opportunities and events that may be relevant to their work in the public sector. You can read other messages that have been posted to pswa-announce by visiting our archives http://archives.lists.highway1.biz/maillists/pswa-announce Announcements made on pswa-announce are not necessarily endorsed by the Department of the Premier and Cabinet. **** To UNSUBSCRIBE or SUBSCRIBE ******** visit the PSMD web page at http://www.dpc.wa.gov.au/psmd click on pswa-announce, scroll down to "How do I unsubscribe?" or "How do I subscribe?" and follow the instructions. Please unsubscribe before taking leave or activating an auto-reply. If you have any problems relating to the pswa-announce list please let me know. George Cochrane Manager Workforce Analysis & Communication Public Sector Management Division Department of the Premier & Cabinet EMAIL: gcochrane@dpc.wa.gov.au VOICE: 08 9222 8774 =============================================
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