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Providing great service to customers can be challenging when working face to face, but dealing with someone who cannot see you presents an even greater challenge. In this six-hour LIVE online course, learn everything you need to know to develop excellent telephone skills and proper business email etiquette in order to enhance customer service.
Prepare to make or receive calls
How tone, pitch, and speed can impact your conversation
Deal with difficult customers over the phone
When email is appropriate
Proper message formats
Dos and don'ts for business emails
This course can be used for credit towards the Essential Skills for Administrative Professionals Certificate Program.
About the Facilitator: Heather Lyon. Heather is the owner and operator of First Start Planning Ltd., and is a Certified Professional Bookkeeper. Based in Rocky Mountain House, AB, she has provided training and business services to her clients throughout Western Canada for over 20 years. Heather delivers a variety of workshops and presentations to organizations and through colleges in Alberta and the Northwest Territories, both face to face and online. Heather's students consistently describe her as knowledgeable, practical and enthusiastic in delivering the many topics she teaches.
Available Anywhere Open Enrollment
9:00 AM-4:00 PM Thursday - Apr 12, 2018 - LIVE ONLINE; (Mountain Time Zone)
Private Training - A Continuing Education & Corporate Training Specialty
Training on your terms and your schedule. We can offer any course to your workplace or community. Phone 780.849.8623 and talk with us about your training needs or email: email@example.com.
Withdrawals and Refunds
Tuition will be fully refunded when notice of withdrawal is given 7 days before the course start date. If you are unable to attend your course, you may arrange for someone to take your place by contacting Continuing Education & Corporate Training at firstname.lastname@example.org or 780-849-8623
Fees are due at the time of registration. Northern Lakes College accepts cash, cheque, money order, debit, VISA, MasterCard, American Express. Invoicing to a company requires a Purchase Order (PO).
NLC LIVE Online
This course is delivered LIVE Online using Blackboard Collaborate for classes and using Moodle for student assignments, resources, quizzes/exams and more.
To learn more about Blackboard Collaborate Ultra check out this guide: https://www.northernlakescollege.ca/public/download/documents/49872
To learn more about Moodle and to experience using Moodle check out this guide: https://www.northernlakescollege.ca/public/download/documents/34054
What you need:
• High speed internet
• Computer, laptop, tablet
• Speakers & microphone, preferably a headset. If you don't have a microphone you can still use the chat function to ask questions/make comments.
More information about NLC LIVE Online:
• All NLC LIVE Online Courses are on Mountain Time Zone (Canada).
• Most courses are recorded and the recordings are made available to participants after the course
• Course attendance verification or course certification is only granted for those who participate as individuals LIVE Online. If you take a course with a group OR you miss the class and view the recording, attendance verification and/or certification will not be granted (MMP modules are an exception for recordings, contact Continuing Education & Corporate Training for more information.)