Course contents

Introduction to the Corporate Driver Function

• Identify the attributes of a Corporate Driver
• Understand the functions of a Corporate Driver
• Understand the positive and negative aspects of a Corporate Driver

First Impressions are Lasting Impressions

• Maintain a professional appearance
• Presentation of yourself
• Your Image as a representative of your company

Manage yourself

• Information needed to fulfil your duties
• Sources of information
• Internal and external customers identified
• Introducing yourself and following the correct etiquette whilst doing so

Corporate Etiquette

• Understanding business etiquette
• Developing positive relationships with co-workers and superiors.
• Avoiding rumours and gossip
• Handling ethical dilemmas
• Maintaining loyalty and confidentiality
• How to handle personal issues in the workplace

Attitude – Take Charge

• Know your values
• Decide on success

Communication Skills

• Say what you mean and mean what you say
• Apply active listening skills
• Understand the effect of non-verbal communication

Service Excellence Defined & Applied

• Customer service defined
• Understand the costs of losing a customer
• Monitor customer satisfaction
• Achieve service excellence

Handling Rude and Difficult Customers

• Identify customer personality types
• Use assertiveness skills to effectively deal with the difficult customer:
• Identify customer needs
• Identify customer problems
• Making conversations and knowing when silence is required.

Practice what you learnt

• Case study