Telephone skills with Derek Hendrikz is essential for frontline staff, front desk employees, call centre operators, personal assistants, secretaries, managers, and all people who deal with phone calls in the workplace.
www.derekhendrikz.com
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
This PPT provides Workforce Management courses on Call Center forecasting and scheduling techniques, attendance and adherence, and Skill-Based Routing. To know more about Call Center Management Consulting visit: http://www.skylinecollege.com/consultancy
Part of the CIBC Presents Entrpreneurship 101 lecture series. For more information including a session webcast, visit: http://www.marsdd.com/Events/Event-Calendar/Ent101/2008/negotiations-11052008.html
The art of effective negotiation; how to build lasting agreements without becoming either a bully or a wimp. The art of negotiation touches every aspect of our lives -- we routinely negotiate with our spouses, our children, our landlord, our employer, and so on. It is equally important in business -- we negotiate with our customers, our suppliers and our investors. This lecture, \"Negotiation for Fun and Profit,\" is given by Michael Erdle, managing partner of Deeth Williams Wall. Michael is a specialist in mediation and arbitration and gives a thorough grounding in the basics of negotiating skills.
Case studies focus on issues situations most entrepreneurs will face: research projects, starting a business venture, obtaining investors and licensing a product or invention.
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
The King Report by Derek Hendrikz includes King report principles, King report practices, sustainable economic growth, social and environmental performance, key elements of the King report, King report 1, King report 2, King report 3, incorporation of global governance trends, executive vs non-executive board members, functions of the board, board oversight, board risk management,
Introduction to Corporate Governance by Derek Hendrikz covers definitions, objectives, core functions, primary drivers, stakeholders, stakeholder interests, controls, Anglo American Shareholder Model, Multi Stakeholder Model, strategic responsibility, Board of Directors, EXCO, Management, responsibility of the Board, Boards that have failed, principles of good governance, discipline, transparency, accountability, independence, responsibility, fairness, social responsibility,
Remuneration strategy by derek hendrikz covers work definition, job grading, performance management and assessment, remuneration and total rewards strategies.
Introduction to Employment Equity by Derek Hendrikz. Covers purpose of EE, workplace prejudice and discrimination, employment equity act, affirmative action, black empowerment, black economic empowerment, BBBEE, BEE, EE committee, non-compliance, EE plan,
Psychology of selling by Derek Hendrikz works with the sales process, rejection, objection, sales values, fear, anxiety. stephen coveys seven habits.
www.derekhendrikz.com
Total Employee Rewards Strategy Development by Derek Hendrikz covers foundational, performance-based, career, environmental, bonus plans and benefits.
www.derekhendrikz.com
Development of a procurement strategy and making the aquisition and purchasing choice by Derek Hendrikz. passive, independent, supportive and integrative strategies. Outsourcing vs. insourcing and bottle neck, critical, routine and leverage sourcing discussed.
www.derekhendrikz.com
Negotiation a 'YES' Agreement by Derek HendrikzDerek Hendrikz
Negotiating Yes by Derek Hendrikz summarises the book "getting to yes - negotiating an agreement without giving in" by authors William Ury and Roger Fisher. Don't bargain over positions, separate people from the problem, focus on interest not positions, invent options for mutual gain, insist on using objective criteria, develop your BATNA, best alternative to negotiated settlement.
Customer Value Proposition by Derek HendrikzDerek Hendrikz
Customer value proposition by Derek Hendrikz works with CVP in terms of product, service, people, results, communication and experience. Customer service excellence and business relationship development models and the relationship / profitability ratio is dealt with. Slides end with the rules for CRM (customer relations management). www.derekhendrikz.com
Derek Hendrikz - strategy & organisational performance specialist. Primary resource to executive teams, directors and board members. Trainer, speaker and consultant with more than 20 years experience on more than 14 countries and within more than 120 companies worldwide.
www.derekhendrikz.com
Group Dynamics - boundary dynamics of groups by Derek HendrikzDerek Hendrikz
The group dynamics presentation by Derek Hendrikz deals with the boundary dynamics of groups, e.g. psychological boundaries of time, task, space, authority, leadership, management, etc. are dealt with.
www.derekhendrikz.com
Part of the CIBC Presents Entrpreneurship 101 lecture series. For more information including a session webcast, visit: http://www.marsdd.com/Events/Event-Calendar/Ent101/2008/negotiations-11052008.html
The art of effective negotiation; how to build lasting agreements without becoming either a bully or a wimp. The art of negotiation touches every aspect of our lives -- we routinely negotiate with our spouses, our children, our landlord, our employer, and so on. It is equally important in business -- we negotiate with our customers, our suppliers and our investors. This lecture, \"Negotiation for Fun and Profit,\" is given by Michael Erdle, managing partner of Deeth Williams Wall. Michael is a specialist in mediation and arbitration and gives a thorough grounding in the basics of negotiating skills.
Case studies focus on issues situations most entrepreneurs will face: research projects, starting a business venture, obtaining investors and licensing a product or invention.
SOFT SKILLS WORLD takes pleasure in introducing itself as an experienced and competent conglomeration with more than 300 Training & Development professionals. This team represents key functional domains across industries.
We sincerely look forward to joining hands with your esteemed organization in our endeavour to create a mutually satisfying win-win proposition per se Organization Development interventions.
May we request you to visit us at http://www.softskillsworld.com/to have a glimpse of the bouquet of our offers .We have partnered with the best & promise you an excellent organizational capability building.
We firmly believe Hard Skills alone are not sufficient enough to enhance business success. Aligned with high performance organizational culture and given the right direction, Soft Skills is the best recipe for business success.
The King Report by Derek Hendrikz includes King report principles, King report practices, sustainable economic growth, social and environmental performance, key elements of the King report, King report 1, King report 2, King report 3, incorporation of global governance trends, executive vs non-executive board members, functions of the board, board oversight, board risk management,
Introduction to Corporate Governance by Derek Hendrikz covers definitions, objectives, core functions, primary drivers, stakeholders, stakeholder interests, controls, Anglo American Shareholder Model, Multi Stakeholder Model, strategic responsibility, Board of Directors, EXCO, Management, responsibility of the Board, Boards that have failed, principles of good governance, discipline, transparency, accountability, independence, responsibility, fairness, social responsibility,
Remuneration strategy by derek hendrikz covers work definition, job grading, performance management and assessment, remuneration and total rewards strategies.
Introduction to Employment Equity by Derek Hendrikz. Covers purpose of EE, workplace prejudice and discrimination, employment equity act, affirmative action, black empowerment, black economic empowerment, BBBEE, BEE, EE committee, non-compliance, EE plan,
Psychology of selling by Derek Hendrikz works with the sales process, rejection, objection, sales values, fear, anxiety. stephen coveys seven habits.
www.derekhendrikz.com
Total Employee Rewards Strategy Development by Derek Hendrikz covers foundational, performance-based, career, environmental, bonus plans and benefits.
www.derekhendrikz.com
Development of a procurement strategy and making the aquisition and purchasing choice by Derek Hendrikz. passive, independent, supportive and integrative strategies. Outsourcing vs. insourcing and bottle neck, critical, routine and leverage sourcing discussed.
www.derekhendrikz.com
Negotiation a 'YES' Agreement by Derek HendrikzDerek Hendrikz
Negotiating Yes by Derek Hendrikz summarises the book "getting to yes - negotiating an agreement without giving in" by authors William Ury and Roger Fisher. Don't bargain over positions, separate people from the problem, focus on interest not positions, invent options for mutual gain, insist on using objective criteria, develop your BATNA, best alternative to negotiated settlement.
Customer Value Proposition by Derek HendrikzDerek Hendrikz
Customer value proposition by Derek Hendrikz works with CVP in terms of product, service, people, results, communication and experience. Customer service excellence and business relationship development models and the relationship / profitability ratio is dealt with. Slides end with the rules for CRM (customer relations management). www.derekhendrikz.com
Derek Hendrikz - strategy & organisational performance specialist. Primary resource to executive teams, directors and board members. Trainer, speaker and consultant with more than 20 years experience on more than 14 countries and within more than 120 companies worldwide.
www.derekhendrikz.com
Group Dynamics - boundary dynamics of groups by Derek HendrikzDerek Hendrikz
The group dynamics presentation by Derek Hendrikz deals with the boundary dynamics of groups, e.g. psychological boundaries of time, task, space, authority, leadership, management, etc. are dealt with.
www.derekhendrikz.com
Group dynamics - behavioural dynamics of groups by Derek HendrikzDerek Hendrikz
The Group Dynamics - behavioural dynamics of groups by Derek Hendrikz is the first of three articles in the field of group dynamics. Psychodynamics, humanistic and the psychological approaches to group behaviour is investigated. www.derekhendrikz.com
Batho pele in work context with Derek HendrikzDerek Hendrikz
Batho Pele in work context presented by Derek Hendrikz works with service excellence in government service as set out in the white paper on transforming service delivery in government departments. Viewing citizens as customers is nodal to interpreting batho pele - putting people first!
www.derekhendrikz.com
Service Excellence through Batho Pele by Derek Hendrikz looks at the eight (8) principles of putting people first... These principles aim to turn citizens into customers. Set out in the white paper on transforming service delivery by the South African Government. www.derekhendrikz.com
Creating Customer Value with Derek HendrikzDerek Hendrikz
Creating Customer Value through process effectiveness is presented by Derek Hendrikz as part of his Customer Relationship Management, CRM, series. It covers areas of customer service, satisfaction and service excellence in delivery. www.derekhendrikz.com
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
3.0 Project 2_ Developing My Brand Identity Kit.pptxtanyjahb
A personal brand exploration presentation summarizes an individual's unique qualities and goals, covering strengths, values, passions, and target audience. It helps individuals understand what makes them stand out, their desired image, and how they aim to achieve it.
VAT Registration Outlined In UAE: Benefits and Requirementsuae taxgpt
Vat Registration is a legal obligation for businesses meeting the threshold requirement, helping companies avoid fines and ramifications. Contact now!
https://viralsocialtrends.com/vat-registration-outlined-in-uae/
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
4. • Answering the Phone
• Talking on the Phone
• Proper Hold Procedures
• Proper closing
www.derekhendrikz.com
5. • Redirect effectively
• Know your system
• Close the customer loop
• Be prepared (docs at hand)
• Have a database open
• Keep record
• Have messaging system ready
• Have a complaints system
www.derekhendrikz.com
6. • Identify who you represent (your
company)
• Show courtesy (greet)
• Identify yourself
• Offer your assistance
www.derekhendrikz.com
7. Babalinga Enterprises - good day.
This is Derek speaking, how may
I help you?
www.derekhendrikz.com
8. • Busy with a customer and the telephone rings.
• Apologise to the customer, and ask if you can take the call.
• Ask the caller if you can phone back later and take a number and
name.
• Take your phone of the hook.
• Busy on the phone and a customer walks in.
• Tell the person on the other end of the line that a customer has just
walked in, and ask if you could call back later.
• Deal with the customer.
• Telephone rings while the customer enters.
• Follow all the steps discussed in the first scenario.
www.derekhendrikz.com
9. Indicate the willingness to listen by saying “Would you
like to talk about it?” or “Tell me what’s on your mind”
You remain quit so that the other person can talk.
Without interrupting, you encourage and let the other
person that you are listening by saying “Mm-hmm”,
“Really”, “OK”, etc.
You could occasionally tell the other person in your
own words your impression of what he/she just said.
Active Listening…
www.derekhendrikz.com
11. • Listen and take notes without commenting.
• Show empathy with the fact that the customer has a complaint.
• Determine the name, address and telephone number of the caller
and write the date and time of the call down.
• Determine the facts and repeat them to the customer so that he
agrees with you.
• Decide who must handle the complaint.
• Decide on the best plan of action.
• Get the customers approval for the plan of action.
• Make a copy of the complaint and follow it up.
www.derekhendrikz.com