Total Quality in the Business Arena

Module 5

Office and Customer Service Protocols

This module reviews the skills that are required for working effectively within the organization — and ensures that every client feels respected and valued, because a cohesive internal organization is an asset to management and to office personnel.

  • Business Meeting Protocol
  • Chairing a Meeting
  • The Savvy Meeting Participant
  • Effective Telephone Use
  • How To Correctly Answer Incoming Calls
  • Finessing Calls of Complaint
  • Your Telephone Voice
  • Compliments and Criticism in the Workplace