1. PROGRAMME DESCRIPTION
Broadwingsinc’s Customer Care and Management Program
has been designed for any one who interacts with other
humans; business owners especially those who are sole
proprietors whether in a formal or informal setup as these
try to do all work by themselves from general services to
directing just to cut out on operational costs, managers,
clients, colleagues, but especially for those at the front
desks, call centres, cashiers or receptions as these see
more than a 100 faces on a daily basis. The programme
aims to furnish the participants with the best etiquettes,
solutions , managerial and techniques for planning,
organising, communicating, managing and maintaining
client organisation relationship to bring about new clients
and retention of existing customers..
Key subjects of the programme are :
 From Start to Finish: Successfully Managing a Customer
Contact
 Answering a call in a professional yet delightful manner
 Calming and managing an irate caller
 Improving Our Customer Relationships
 Forming new customers and retaining old ones
 Delighting Challenging Customers
 Managing a Call Center
 Delivering a win -win Solution
 Feedback and its importance
.
Customer Care and Management
17-21 November 2016 , Swakopmund
Course Curriculum
Course fees
N$5500.00/person including breakfast and lunch, material in a flash disc plus 2 free follow-
up sessions.
Time : 09:00-16:00
Venue: Swakopmund
Early bird discount :
10% when you pay by Tuesday the 8 th of November 2016.
Group discount:
30% on 4th participant from the same organisation
Registration closes :
Thursday the 10th of November 2016 at 15:00
BROADWINGSINC
CC/2013/02071
Objectives and Outcome
The primary challenge of Customer Care is to
balance between personal beliefs , those of
clients and organisational culture and its
policies. Typical constraints are cultural
diversity, inexperience, communication skills,
and poor office etiquette . The secondary and
more ambitious challenges are role conflicts ,
the absence of the “representative essence”
which is supposed to bring about ownership by
employees within an organisation.
Participants will be expected to:
 Identify and acknowledge the different
choices their customers have and figure
out what their cutting edge is,
 Learn the “know-how” capacity to deal with
office conflicts alone or with the
management’s help,
 Understand the benefits of effective
communication skills and enhance their
capacity building skills and expertise of
telephone handling and service provision.
 Distinguish between personal and official
matters,
 Identify challenging customers or
colleagues within their departments and
classify them in accordance with their
cultural backgrounds,
 Do introspections of what could result in what is
termed by the others as an irate behaviour and
Understand the impact of these issues on the
organisation and how these can negatively rub
onto customers and profitability.

2. The structure of the curriculum covers most of the components of GOE VS OC
topics. Participants will become familiar with the concept, the technique and
applications thereof, in various fields of office administration and conflict
management.
As a part of the programme and in order to exercise the GOE VS OC arena
practically, participants will be expected to apply and share their own experiences
in solving case studies as this is considered part of the capacity building training
exercise.
Key subjects of the programme are:
General Office Etiquette VS Office Conflicts – Strategic Scope and
Justification
 Self-conflicts
 Time Management
 Office Administration
 Telephone Etiquette
 Cell phone etiquette
 Personal Presentation including Dress Codes
 Kitchen and WC Etiquette
 Email Etiquette
 Risk Analysis in GOE and OC
 Team Management
 Conflict Management
 Communication etiquette
 Office romance and dating
 Relatives and visits
 Gossip and social networks
In any environment where more than two people live, there’s bound to be conflicts.
These conflicts can arise from anywhere and anything including problems with co-
workers, romantic affairs, household matters finding their way into office walls, time
spent on social mediums, gossips, lack of self-confidence, role conflicts,
miscommunication, and so on. To promote a progressive working environment
therefore, every organization should have proper etiquette in the offices.
By understanding and identifying the challenges and causes thereof and addressing
these through awareness and Capacity Development, a company can function more
effectively and maintain existing relationships or develop new ones hence gaining a
reputation that can aid profitability.
General Office Etiquette VS Office Conflicts program includes developing a set of rules
and policies which are guidelines for ethical values. These should define good
behaviours or Office Clinique, Acceptable Values and Norms as per surrounding
society, Goals and Objectives and should specify Individual Tasks, Communication
Channels, and Allowed Organizational Language; must distinguish between
Organisational Culture and Policies. These must create a balance for intercultural
individuals working with one another towards achieving same set goals.
GENERAL OFFICE ETIQUETTE VS OFFICE CONFLICTS
21-25 November 2016, Swakopmund
PROGRAMME DESCRIPTION
Objectives and Outcome

3. Connect:
Office:
Monday-Friday:
8:00 a.m. - 5:00 p.m.
Saturday:
7:30:00 a.m.. - 1:00 p.m.
Sunday
2:00p.m-7:00 p.m.
Nominate and register 4 delegates
from your company and get 30%
discount on the 4th delegate
BROADWINGSINC
CC/2013/02071
For Bookings, please contact; the Program Coordinator;
Charity @ +264 81 166 5513, Windhoek
broadwingsinvestnentscc@outlook.com.na
Or Ms. Jacobina @ +264 81 649 4749, Windhoek
An invoice will be forwarded to you for payment as soon as the
registration form is received and processed.
Submit your registration form
including payment by Thursday the
10th of November for the Customer
Care and Management program and by
Thursday 17th for the General Office
Etiquette and Office Conflicts program and qualify for a 10% early bird’s discount .
..….