1. Components of Communication

2. Oral and Written communication

3. Non Verbal Communication(Body language)

4. Principles of Written Communication

5. Importance of Voice in communication

6. 4 Magic P’s of Good customer service

7. Customer Service: Do’s and Dont’s

8. Art of dealing with Angry customers

9. Why company lose customers

10. How to handle an Irate Customers

11. Dont’s of Written replies to customer complaints

12. General Etiquette while reverting on a complaint mail

13. Samples of a Good reply to Complaint mail

14. Samples of a Good reply to complaint queries

15. Common errors and Positive Business terminologies

16. Written communication:

Email

Formal, Informal letter

Memorandum

Report

Cover Letter

Minutes of Meetings

PPTs

25 hours (5 hours a day)