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
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Improving profitability for small businessBen Wann
In this comprehensive presentation, we will explore strategies and practical tips for enhancing profitability in small businesses. Tailored to meet the unique challenges faced by small enterprises, this session covers various aspects that directly impact the bottom line. Attendees will learn how to optimize operational efficiency, manage expenses, and increase revenue through innovative marketing and customer engagement techniques.
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[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
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.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
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.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
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