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Content preview: How To Provide Exceptional Customer Service 12th July 2019
- Mumbai - Suba Galaxy 12th July 2019 - Bangalore - Trinity Isle
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Subject: ***SPAM*** How To Provide Exceptional Customer Service
This is a multi-part message in MIME format.
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How To Provide Exceptional Customer Service
12th July 2019 - Mumbai - Suba Galaxy
12th July 2019 - Bangalore - Trinity Isle
12th July 2019 - Chennai - Abu Sarovar
12th July 2019 - Hyderabad -Aditya Park
12th July 2019 - Kolkata - Pan Asia Continental
13th July 2019 - Pune - Sagar Plaza
13th July 2019 - Ahmedabad - Comfort Inn
13th July 2019 - Nagpur - Centre Point
13th July 2019 - Delhi - Park Plaza
In How to Provide Exceptional Customer Service, you will learn...
How to always communicate a positive, friendly, ready to help attitude to
Customers
How to handle angry Customers with diplomacy & tact
How to handle the 5 most common Customer complaints
How to spot opportunities for turning an unhappy Customer into a repeat
Customer
And much more!
The quality of Customer service you give, more than any other factor,
determines the level of approval Customers will give your organization. And
happy Customers are the Differeance between profit and loss. This specil
oneday workshop gives you the skills to become an expert in your companys
goods and services . a master diplomat when dealing with angry Customers . a
PR po when representing your company . a personal consultant tuned into each
Customer's needs . and a saint who never becomes defensive or discourteous
in your business dealings. Make sure your Customers and the people they talk
to will choose to do business with you for years to come
Agenda
* Building Customer Rapport & Good Will
- Which people skills make a Difference for Customer service and public
contact pros
- How to make every Customer feel important
- How to use words that trigger positive, good feelings
- What Customers really want the 3 ingredients for making Customers happy
- How to determine if your company has Customer friendly policies and
procedures
- How to measure your Customers level of satisfaction with your service
- How to use a Customers name and how to avoid overdoing it
- What words and actions signal a ready to help attitude that makes
Customers feel good
* Handling Problems And Complaints
- How to spot opportunities for turning complaining Customers into lifetime
Customers
- Recognizing the root sources of most misunderstandings and Customer
conflicts
- How to explain company policy in a way that wont put Customers on the
defensive
- How to repair a damaged Customer relationship
- The 5 principal reasons Customers complain and how to handle each one
- What to do when youre about to bloow up at a Customer
- How to say no when you have to without arousing resentment
* How To Communicate With Customers
- What specific words and phrases make Customers trust and like you
- How to avoid the words that triggeer negative, unhappy reactions
- How to get the information you need from telephone callers without
offending them
- How to avoid the 9 most common listening mistakes people make on the
telephone
- How to handle overly talkative Customers without hurting their feelings
- How to deal with Customers who aren't fluent in English
- How you say it is just as important as what you say how to hear yourself
as others hear you
* Dealing With Difficult Customers
- How to deal with unhappy, irrational, angry and upset Customers
- How to keep from being intimidated by overbearing Customers
- What to do when you feel yourself becoming angry with a Customer
- What to do when a Customer questions your authority
- How to deal with ultradifficult Customers- How to deal with personal
verbal attacks
- What to do when youre confronted with someone whos rude and abusive
* Projecting A Professional Image
- How to keep yourself energized, motivated and positive
- How to evaluate your telephone image is it serving you?
- How to make an immediate good first impression
- How to sound polished, positive and professional on the telephone
- How to look good and sound wonderful even when you feel awful
- How to make your voice sound as friendly as a smile
* How To Be A Customer Service Superstar
- How to be a catalyst for building Teaamwork, cooperation and support with
your associates
- How to work well with the other departments in your company
- How to increase sales and profitability through good Customer service
- What Customer service people need most from their managers
- How to handle it when several Customers want your attention at the same
time
- How to wind up every Customer transaction on a positive note
Timings: 10:00 am - 5:00 pm, Registration begins at 9:30 am*
How to Register:
> Fees: Rs. 3500/- +18 % GST per person.
> Please write to gfordseminars@yahoo.com
> Call Mr. Nikhil Kapoor- 09315556407 / 09711114779 / Call -011-42111617
> Mode of Payment: Cheque / DD / NEFT /Paytm
> Cheque favouring GFORD Institute of Management Pvt Ltd payable at New
Delhi.
> Our GSTN. No. : 07AAECG5523F1ZU
> Fees include Refreshment, Lunch, certificate of participation & Course
Material. *Terms & Condition Apply
GFORD Institute of Management Pvt Ltd
SF - 46, Cross River Mall, Plot No. 9B & 9C, Near Karkardooma Court Metro
Station
Karkardooma, (CBD Shahdara) Delhi - 110032
Tel -011-42111616/617
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face=3DCambria><span
=
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d;
font-style:italic'>How To Provide Exceptional Customer =
Service</span></font></i></b><b><font
size=3D6 color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:26.0pt;
=
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t></b></p>
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<td width=3D730 height=3D112 bgcolor=3D"#C6D9F1" =
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background:#C6D9F1;padding:.75pt .75pt .75pt .75pt;height:83.7pt'>
<p class=3DMsoNormal =
style=3D'margin-left:74.85pt;text-indent:0cm'><b><font
size=3D4 color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:Cambria;color:black;font-weight:bold'>12<sup>th</sup> July =
2019
– Mumbai – Suba Galaxy<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'margin-left:74.85pt;text-indent:0cm'><b><font
size=3D4 color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:Cambria;color:black;font-weight:bold'>12<sup>th</sup> July =
2019
– <st1:City w:st=3D"on"><st1:place =
w:st=3D"on">Bangalore</st1:place></st1:City>
– Trinity Isle<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'margin-left:74.85pt;text-indent:0cm'><b><font
size=3D4 color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:Cambria;color:black;font-weight:bold'>12<sup>th</sup> July =
2019
– Chennai – Abu Sarovar<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'margin-left:74.85pt;text-indent:0cm'><b><font
size=3D4 color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:Cambria;color:black;font-weight:bold'>12<sup>th</sup> July =
2019
– <st1:City w:st=3D"on"><st1:place =
w:st=3D"on">Hyderabad</st1:place></st1:City>
–Aditya Park<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'margin-left:74.85pt;text-indent:0cm'><b><font
size=3D4 color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:Cambria;color:black;font-weight:bold'>12<sup>th</sup> July =
2019
– Kolkata – Pan Asia =
Continental<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'margin-left:74.85pt;text-indent:0cm'><b><font
size=3D4 color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:Cambria;color:black;font-weight:bold'>13<sup>th</sup> July =
2019
– Pune - Sagar Plaza<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'margin-left:74.85pt;text-indent:0cm'><b><font
size=3D4 color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:Cambria;color:black;font-weight:bold'>13<sup>th</sup> July =
2019
– Ahmedabad – Comfort Inn<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'margin-left:74.85pt;text-indent:0cm'><b><font
size=3D4 color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:Cambria;color:black;font-weight:bold'>13<sup>th</sup> July =
2019
– <st1:City w:st=3D"on"><st1:place =
w:st=3D"on">Nagpur</st1:place></st1:City>
– Centre Point<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
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size=3D4 color=3Dblack face=3DCambria><span lang=3DEN-IN =
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font-family:Cambria;color:black;font-weight:bold'>13<sup>th</sup> July =
2019
– <st1:City w:st=3D"on"><st1:place =
w:st=3D"on">Delhi</st1:place></st1:City>
– Park Plaza<o:p></o:p></span></font></b></p>
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=
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m'><b><font
size=3D3 color=3Dblack face=3DCambria><span =
style=3D'font-size:12.0pt;font-family:
Cambria;color:black;font-weight:bold'>In How to Provide Exceptional =
Customer
Service, you will learn...<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:1.7pt;
=
margin-bottom:0cm;margin-left:4.05pt;margin-bottom:.0001pt;text-align:jus=
tify;
text-indent:0cm'><font size=3D3 color=3Dblack face=3DCambria><span
style=3D'font-size:12.0pt;font-family:Cambria;color:black'>How to =
always
communicate a positive, friendly, ready to help attitude to =
Customers<o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:1.7pt;
=
margin-bottom:0cm;margin-left:4.05pt;margin-bottom:.0001pt;text-align:jus=
tify;
text-indent:0cm'><font size=3D3 color=3Dblack face=3DCambria><span
style=3D'font-size:12.0pt;font-family:Cambria;color:black'>How to =
handle angry
Customers with diplomacy & tact<o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:1.7pt;
=
margin-bottom:0cm;margin-left:4.05pt;margin-bottom:.0001pt;text-align:jus=
tify;
text-indent:0cm'><font size=3D3 color=3Dblack face=3DCambria><span
style=3D'font-size:12.0pt;font-family:Cambria;color:black'>How to =
handle the 5
most common Customer complaints<o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:1.7pt;
=
margin-bottom:0cm;margin-left:4.05pt;margin-bottom:.0001pt;text-align:jus=
tify;
text-indent:0cm'><font size=3D3 color=3Dblack face=3DCambria><span
style=3D'font-size:12.0pt;font-family:Cambria;color:black'>How to spot
opportunities for turning an unhappy Customer into a repeat =
Customer<o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:1.7pt;
=
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m'><font
size=3D3 color=3Dblack face=3DCambria><span =
style=3D'font-size:12.0pt;font-family:
Cambria;color:black'>And much more!<o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:1.7pt;
=
margin-bottom:0cm;margin-left:4.05pt;margin-bottom:.0001pt;text-indent:0c=
m'><font
size=3D3 color=3Dblack face=3DCambria><span =
style=3D'font-size:12.0pt;font-family:
Cambria;color:black'><o:p> </o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:1.7pt;
=
margin-bottom:0cm;margin-left:4.05pt;margin-bottom:.0001pt;text-align:jus=
tify;
text-indent:0cm'><b><font size=3D3 color=3Dblack face=3DCambria><span
=
style=3D'font-size:12.0pt;font-family:Cambria;color:black;font-weight:bol=
d'>The
quality of Customer service </span></font></b><font size=3D3 =
color=3Dblack
face=3DCambria><span =
style=3D'font-size:12.0pt;font-family:Cambria;color:black'>you
give, more than any other factor, determines the level of approval =
Customers
will give your organization. And happy Customers are the Differeance =
between
profit and loss. This specil oneday workshop gives you the skills to =
become
an expert in your companys goods and services … a master =
diplomat when
dealing with angry Customers … a PR po when representing your =
company
… a personal consultant tuned into each Customer’s needs =
…
and a saint who never becomes defensive or discourteous in your =
business
dealings. Make sure your Customers and the people they talk to will =
choose to
do business with you for years to come</span></font><font size=3D3 =
color=3Dblack
face=3DCambria><span =
style=3D'font-size:12.0pt;font-family:Cambria;color:black'><o:p></o:p></s=
pan></font></p>
</td>
</tr>
<tr height=3D83 style=3D'height:62.15pt'>
<td width=3D730 height=3D83 valign=3Dtop bgcolor=3D"#C6D9F1" =
style=3D'width:547.5pt;
border:solid windowtext 1.0pt;background:#C6D9F1;padding:.75pt .75pt =
.75pt .75pt;
height:62.15pt'>
<p class=3DMsoNormal align=3Dcenter =
style=3D'text-align:center'><b><font size=3D5
color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:20.0pt;font-family:
=
Cambria;color:black;text-transform:uppercase;font-weight:bold'>Agenda<o:p=
></o:p></span></font></b></p>
<table class=3DMsoNormalTable border=3D1 cellspacing=3D0 =
cellpadding=3D0
style=3D'margin-left:14.15pt;border-collapse:collapse;border:none'>
<tr>
<td width=3D354 valign=3Dtop bgcolor=3D"#C6D9F1" =
style=3D'width:265.2pt;border:
solid black 1.0pt;background:#C6D9F1;padding:0cm 5.4pt 0cm 5.4pt'>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:4.0pt;margin-right:9.35pt;
=
margin-bottom:4.0pt;margin-left:0cm;text-align:justify;text-indent:0cm;
background:#C6D9F1'><b><font size=3D4 color=3Dblack =
face=3DCalibri><span
style=3D'font-size:14.0pt;color:black;font-weight:bold'>* Building =
Customer
Rapport & Good Will</span></font></b><font size=3D4 =
color=3Dblack
face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:13.5pt;font-family:
"Times New Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>W</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>hich people skills make a Difference for Customer =
service and
public contact pros</span></font><font size=3D4 color=3Dblack
face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:13.5pt;font-family:
"Times New Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>H</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>ow to make every Customer feel =
important</span></font><font
size=3D4 color=3Dblack face=3D"Times New Roman"><span lang=3DEN-IN
style=3D'font-size:13.5pt;font-family:"Times New =
Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>H</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>ow to use words that trigger positive, good =
feelings</span></font><font
size=3D4 color=3Dblack face=3D"Times New Roman"><span lang=3DEN-IN
style=3D'font-size:13.5pt;font-family:"Times New =
Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>W</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>hat Customers really want the 3 ingredients for making
Customers happy</span></font><font size=3D4 color=3Dblack =
face=3D"Times New Roman"><span
lang=3DEN-IN style=3D'font-size:13.5pt;font-family:"Times New =
Roman";
color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>H</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>ow to determine if your company has Customer friendly =
policies
and procedures</span></font><font size=3D4 color=3Dblack =
face=3D"Times New Roman"><span
lang=3DEN-IN style=3D'font-size:13.5pt;font-family:"Times New =
Roman";
color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>H</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>ow to measure your Customers level of satisfaction with =
your
service</span></font><font size=3D4 color=3Dblack face=3D"Times New =
Roman"><span
lang=3DEN-IN style=3D'font-size:13.5pt;font-family:"Times New =
Roman";
color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>H</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>ow to use a Customers name and how to avoid overdoing =
it</span></font><font
size=3D4 color=3Dblack face=3D"Times New Roman"><span lang=3DEN-IN
style=3D'font-size:13.5pt;font-family:"Times New =
Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal align=3Dcenter =
style=3D'margin-left:0cm;text-align:center;
text-indent:0cm'><b><font size=3D4 color=3Dblack =
face=3DRockwell><span
=
style=3D'font-size:13.5pt;font-family:Rockwell;color:black;background:#C6=
D9F1;
font-weight:bold'>- </span></font></b><b><font size=3D2 =
color=3Dblack
face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;color:black;
background:#C6D9F1;font-weight:bold'>W</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black;background:#C6D9F1'>hat words and actions signal a =
ready</span></font><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black'> to help attitude that makes Customers feel =
good</span></font><b><font
size=3D5 color=3Dblack face=3D"Informal Roman"><span lang=3DEN-IN =
style=3D'font-size:
20.0pt;font-family:"Informal =
Roman";color:black;text-transform:uppercase;
font-weight:bold'><o:p></o:p></span></font></b></p>
</td>
<td width=3D354 valign=3Dtop bgcolor=3D"#C6D9F1" =
style=3D'width:265.15pt;
border:solid black =
1.0pt;border-left:none;background:#C6D9F1;padding:0cm 5.4pt 0cm 5.4pt'>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:4.0pt;margin-right:9.35pt;
=
margin-bottom:4.0pt;margin-left:0cm;text-align:justify;text-indent:0cm;
background:#C6D9F1'><b><font size=3D4 color=3Dblack =
face=3DCalibri><span
style=3D'font-size:14.0pt;color:black;font-weight:bold'>* Handling =
Problems
And Complaints</span></font></b><font size=3D4 color=3Dblack
face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:13.5pt;font-family:
"Times New Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>H</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>ow to spot opportunities for turning complaining =
Customers
into lifetime Customers</span></font><font size=3D4 color=3Dblack
face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:13.5pt;font-family:
"Times New Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>R</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>ecognizing the root sources of most misunderstandings =
and
Customer conflicts</span></font><font size=3D4 color=3Dblack
face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:13.5pt;font-family:
"Times New Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>H</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>ow to explain company policy in a way that wont put =
Customers
on the defensive</span></font><font size=3D4 color=3Dblack
face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:13.5pt;font-family:
"Times New Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>H</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>ow to repair a damaged Customer =
relationship</span></font><font
size=3D4 color=3Dblack face=3D"Times New Roman"><span lang=3DEN-IN
style=3D'font-size:13.5pt;font-family:"Times New =
Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>T</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>he 5 principal reasons Customers complain and how to =
handle
each one</span></font><font size=3D4 color=3Dblack face=3D"Times New =
Roman"><span
lang=3DEN-IN style=3D'font-size:13.5pt;font-family:"Times New =
Roman";
color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:0cm;margin-right:9.35pt;
=
margin-bottom:0cm;margin-left:0cm;margin-bottom:.0001pt;text-align:justif=
y;
text-indent:0cm;background:#C6D9F1;vertical-align:baseline'><b><font
size=3D4 color=3Dblack face=3DRockwell><span =
style=3D'font-size:13.5pt;font-family:
=
Rockwell;color:black;font-weight:bold'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>W</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>hat to do when youre about to bloow up at a =
Customer</span></font><font
size=3D4 color=3Dblack face=3D"Times New Roman"><span lang=3DEN-IN
style=3D'font-size:13.5pt;font-family:"Times New =
Roman";color:black'><o:p></o:p></span></font></p>
<p class=3DMsoNormal align=3Dcenter =
style=3D'margin-left:0cm;text-align:center;
text-indent:0cm'><b><font size=3D4 color=3Dblack =
face=3DRockwell><span
=
style=3D'font-size:13.5pt;font-family:Rockwell;color:black;font-weight:bo=
ld'>- </span></font></b><b><font
size=3D2 color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:
Arial;color:black;font-weight:bold'>H</span></font></b><font =
size=3D2
color=3Dblack face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
color:black'>ow to say no when you have to without arousing =
resentment</span></font><b><font
size=3D5 color=3Dblack face=3D"Informal Roman"><span lang=3DEN-IN =
style=3D'font-size:
20.0pt;font-family:"Informal =
Roman";color:black;text-transform:uppercase;
font-weight:bold'><o:p></o:p></span></font></b></p>
</td>
</tr>
<tr height=3D110 style=3D'height:82.7pt'>
<td width=3D354 height=3D110 valign=3Dtop bgcolor=3D"#C6D9F1" =
style=3D'width:265.2pt;
border:solid black =
1.0pt;border-top:none;background:#C6D9F1;padding:0cm 5.4pt 0cm 5.4pt;
height:82.7pt'>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:4.0pt;margin-right:9.35pt;
=
margin-bottom:4.0pt;margin-left:14.15pt;text-align:justify;background:#C6=
D9F1'><b><font
size=3D4 face=3DCalibri><span =
style=3D'font-size:14.0pt;font-weight:bold'>* How
To Communicate With Customers</span></font></b></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>W</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>hat specific words and =
phrases
make Customers trust and like you</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to avoid the words =
that
triggeer negative, unhappy reactions</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to get the =
information you
need from telephone callers without offending them</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to avoid the 9 most =
common
listening mistakes people make on the telephone</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to handle overly =
talkative
Customers without hurting their feelings</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to deal with =
Customers who
aren’t fluent in English</span></font></p>
<p class=3DMsoNormal align=3Dcenter =
style=3D'margin-left:0cm;text-align:center;
text-indent:0cm'><b><font size=3D2 face=3DRockwell><span =
style=3D'font-size:11.0pt;
=
font-family:Rockwell;font-weight:bold'>- </span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow you say it is just =
as
important as what you say how to hear yourself as others hear =
you</span></font><b><font
size=3D5 color=3Dblack face=3D"Informal Roman"><span lang=3DEN-IN =
style=3D'font-size:
20.0pt;font-family:"Informal =
Roman";color:black;text-transform:uppercase;
font-weight:bold'><o:p></o:p></span></font></b></p>
</td>
<td width=3D354 height=3D110 valign=3Dtop =
style=3D'width:265.15pt;border-top:none;
border-left:none;border-bottom:solid black 1.0pt;border-right:solid =
black 1.0pt;
padding:0cm 5.4pt 0cm 5.4pt;height:82.7pt'>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:4.0pt;margin-right:9.35pt;
=
margin-bottom:4.0pt;margin-left:14.15pt;text-align:justify;background:#C6=
D9F1'><b><font
size=3D4 face=3DCalibri><span =
style=3D'font-size:14.0pt;font-weight:bold'>*
Dealing With Difficult Customers<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:4.0pt;margin-right:9.35pt;
=
margin-bottom:4.0pt;margin-left:14.15pt;text-align:justify;background:#C6=
D9F1'><font
size=3D2 face=3DCalibri><span lang=3DEN-IN =
style=3D'font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to deal with =
unhappy,
irrational, angry and upset Customers</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to keep from being
intimidated by overbearing Customers</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>W</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>hat to do when you feel =
yourself
becoming angry with a Customer</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>W</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>hat to do when a =
Customer
questions your authority</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to deal with =
ultradifficult
Customers</span></font><b><font face=3DRockwell><span =
style=3D'font-family:
Rockwell;font-weight:bold'>- </span></font></b><b><font =
size=3D2
face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;font-weight:
bold'>H</span></font></b><font size=3D2 face=3DArial><span =
style=3D'font-size:
10.0pt;font-family:Arial'>ow to deal with personal verbal =
attacks</span></font></p>
<p class=3DMsoNormal align=3Dcenter =
style=3D'margin-left:0cm;text-align:center;
text-indent:0cm;background:#C6D9F1'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>W</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>hat to do when youre =
confronted
with someone whos rude and abusive</span></font><b><font size=3D5
color=3Dblack face=3D"Informal Roman"><span lang=3DEN-IN =
style=3D'font-size:20.0pt;
font-family:"Informal Roman";color:black;text-transform:uppercase;
font-weight:bold'><o:p></o:p></span></font></b></p>
</td>
</tr>
<tr>
<td width=3D354 valign=3Dtop style=3D'width:265.2pt;border:solid =
black 1.0pt;
border-top:none;padding:0cm 5.4pt 0cm 5.4pt'>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:4.0pt;margin-right:9.35pt;
margin-bottom:4.0pt;margin-left:14.15pt;text-align:justify'><b><font
size=3D4 face=3DCalibri><span =
style=3D'font-size:14.0pt;font-weight:bold'>*
Projecting A Professional Image<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:4.0pt;margin-right:9.35pt;
=
margin-bottom:4.0pt;margin-left:14.15pt;text-align:justify;background:#C6=
D9F1'><font
size=3D2 face=3DCalibri><span lang=3DEN-IN =
style=3D'font-size:11.0pt'><o:p> </o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
background:#C6D9F1;font-weight:bold'>H</span></font></b><font =
size=3D2
face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;background:#C6D9F1'>ow
to keep yourself energized, motivated and positive</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to evaluate your =
telephone
image is it serving you?</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to make an immediate =
good
first impression</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to sound polished, =
positive
and professional on the telephone</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to look good and =
sound
wonderful even when you feel awful</span></font></p>
<p class=3DMsoNormal align=3Dcenter =
style=3D'margin-left:0cm;text-align:center;
text-indent:0cm;background:#C6D9F1'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to make your voice =
sound as
friendly as a smile</span></font><b><font size=3D5 color=3Dblack
face=3D"Informal Roman"><span lang=3DEN-IN =
style=3D'font-size:20.0pt;font-family:
"Informal =
Roman";color:black;text-transform:uppercase;font-weight:bold'><o:p></o:p>=
</span></font></b></p>
</td>
<td width=3D354 valign=3Dtop =
style=3D'width:265.15pt;border-top:none;border-left:
none;border-bottom:solid black 1.0pt;border-right:solid black 1.0pt;
padding:0cm 5.4pt 0cm 5.4pt'>
<p class=3DMsoNormal =
style=3D'mso-margin-top-alt:4.0pt;margin-right:9.35pt;
=
margin-bottom:4.0pt;margin-left:14.15pt;text-align:justify;background:#C6=
D9F1'><b><font
size=3D4 face=3DCalibri><span =
style=3D'font-size:14.0pt;font-weight:bold'>* How
To Be A Customer Service Superstar<o:p></o:p></span></font></b></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to be a catalyst for =
building
Teaamwork, cooperation and support with your =
associates</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to work well with =
the other
departments in your company</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to increase sales =
and
profitability through good Customer service</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>W</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>hat Customer service =
people need
most from their managers</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to handle it when =
several
Customers want your attention at the same time</span></font></p>
<p class=3DMsoNormal =
style=3D'margin-right:9.35pt;text-align:justify;
background:#C6D9F1;vertical-align:baseline'><b><font size=3D2 =
face=3DRockwell><span
=
style=3D'font-size:11.0pt;font-family:Rockwell;font-weight:bold'>- <=
/span></font></b><b><font
size=3D2 face=3DArial><span =
style=3D'font-size:10.0pt;font-family:Arial;
font-weight:bold'>H</span></font></b><font size=3D2 =
face=3DArial><span
style=3D'font-size:10.0pt;font-family:Arial'>ow to wind up every =
Customer
transaction on a positive note</span></font></p>
</td>
</tr>
</table>
<p class=3DMsoNormal =
style=3D'margin-left:0cm;text-indent:0cm;line-height:150%'><font
size=3D3 color=3Dblack face=3DCambria><span lang=3DEN-IN =
style=3D'font-size:12.0pt;
=
line-height:150%;font-family:Cambria;color:black'><o:p></o:p></span></fon=
t></p>
</td>
</tr>
<tr height=3D111 style=3D'height:83.45pt'>
<td width=3D730 height=3D111 bgcolor=3D"#C6D9F1" =
style=3D'width:547.5pt;border:solid windowtext 1.0pt;
background:#C6D9F1;padding:.75pt .75pt .75pt .75pt;height:83.45pt'>
<p class=3DMsoNormal =
style=3D'margin-left:0cm;text-indent:0cm'><b><font size=3D4
face=3DArial><span =
style=3D'font-size:13.0pt;font-family:Arial;font-weight:bold'>Timings:&nb=
sp;10:00
am - 5:00 pm</span></font></b><font size=3D4 face=3D"Times New =
Roman"><span
lang=3DEN-IN style=3D'font-size:13.0pt;font-family:"Times New =
Roman"'>, Registration
begins at 9:30 am*<o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'margin-left:0cm;text-indent:0cm'><b><font size=3D4
face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:13.0pt;font-family:
"Times New Roman";font-weight:bold'>How to =
Register:</span></font></b><font
size=3D4 face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:13.0pt;
font-family:"Times New Roman"'><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'margin-left:0cm;text-indent:0cm'><b><font size=3D4
face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:13.0pt;font-family:
"Times New Roman";font-weight:bold'>> Fees: Rs. =
3500/-</span></font></b><font
size=3D4 face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:13.0pt;
font-family:"Times New Roman"'> +18 % GST per =
person.<o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'margin-left:32.4pt;text-indent:0cm'><b><font
size=3D4 face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:"Times New Roman";font-weight:bold'>> =
</span></font></b><font
size=3D4 face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:"Times New Roman"'>Please write to <b><font =
color=3Dblack><span
=
style=3D'color:black;font-weight:bold'>gfordseminars@yahoo.com</span></fo=
nt></b><o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'margin-left:32.4pt;text-indent:0cm'><font size=3D4
face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:14.0pt;font-family:
"Times New Roman"'>> <b><font color=3Dblack><span =
style=3D'color:black;
font-weight:bold'>Call Mr. Nikhil Kapoor- 09315556407 / 09711114779 / =
Call
-011-42111617</span></font><o:p></o:p></b></span></font></p>
<p class=3DMsoNormal =
style=3D'margin-left:32.4pt;text-indent:0cm'><b><font
size=3D4 face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:"Times New Roman";font-weight:bold'>> =
</span></font></b><font
size=3D4 face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:"Times New Roman"'>Mode of Payment: Cheque / DD / NEFT =
/Paytm<o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'margin-left:32.4pt;text-indent:0cm'><b><font
size=3D4 face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:"Times New Roman";font-weight:bold'>> =
</span></font></b><font
size=3D4 face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
font-family:"Times New Roman"'>Cheque favouring <b><font =
color=3Dblack><span
style=3D'color:black;font-weight:bold'>GFORD Institute of Management =
Pvt Ltd </span></font></b>payable
at <st1:City w:st=3D"on"><st1:place w:st=3D"on"><b><span =
style=3D'font-weight:bold'>New
=
Delhi</span></b></st1:place></st1:City>.<o:p></o:p></span></font></p>
<p class=3DMsoNormal =
style=3D'margin-left:32.4pt;text-indent:0cm'><b><font
size=3D4 face=3D"Times New Roman"><span lang=3DEN-IN =
style=3D'font-size:14.0pt;
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font-family:"Times New Roman";font-weight:bold'>> =
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font-family:"Times New Roman"'>Fees include Refreshment, Lunch, =
certificate
of participation & Course Material. *Terms & Condition =
Apply</span></font><font
size=3D4 face=3D"Times New Roman"><span lang=3DEN-IN =
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Roman"><span
lang=3DEN-IN style=3D'font-size:16.0pt;font-family:"Times New =
Roman";color:black;
font-weight:bold'>GFORD Institute of Management Pvt =
Ltd</span></font></u></b><b><u><font
size=3D5 face=3D"Times New Roman"><span lang=3DEN-IN =
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lang=3DEN-IN
style=3D'font-size:12.0pt;font-family:"Times New Roman"'>SF - 46, =
Cross River
Mall, Plot No. 9B & 9C, Near <st1:Street w:st=3D"on"><st1:address =
w:st=3D"on">Karkardooma
Court</st1:address></st1:Street> Metro =
Station<o:p></o:p></span></font></p>
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style=3D'font-size:12.0pt;font-family:"Times New Roman"'>Karkardooma, =
(CBD
Shahdara) <st1:City w:st=3D"on"><st1:place =
w:st=3D"on">Delhi</st1:place></st1:City>
– 110032<o:p></o:p></span></font></p>
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