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

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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.

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

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 .

..….