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Download the
complete Sales and Customer Service TBYL Overview.
This course enhances the productivity of Sales and Customer
Service employees by teaching them to create and maintain an
Integrated Management System. This system uses Microsoft Office Outlook
and MPS methods and protocols to process a constant stream of
incoming electronic and voice mail communications, next actions
and projects.
Sales and Customer service personnel learn to focus effectively
on the job without being hindered by a non-stop flood of required--but
not necessarily urgent--input, decisions and actions. Employing
a three-phase workflow method, they immediately apply the concepts
taught to their current work. The system is flexible to adapt
to each participant's work style and workload.
By the end of the one-day seminar, Sales and Customer Service will experience a sense of relaxed, focused
control, with all objectives, projects, plans, action steps, and information organized in Outlook. Key issues
addressed include: managing multiple accounts, tracking data in Outlook and a CRM system, maintaining an
organization system while traveling, being proactive in a reactive environment, creating personal boundaries,
response times, e-mail overload, e-mail protocol, filing and finding, dealing with interruptions, tracking
delegated items and prioritizing.
A pre-call is held prior to the eight-hour seminar to assess
roles, objectives and appropriate customization. The seminar
can take place in a computer lab, classroom or conference room
with a combination of PCs and laptops, preferably connected
to the server so participants can work real-time.
Course Outline
Introduction
- Program overview
- Assessment of current objectives
and challenges
- Review the MPS Workflow Model
Collecting
- Setting up an effective Collecting
System
- Collecting commitments and agreements
into the Outlook TaskPad
Processing and Organizing
- Setting up an effective Action
System
- Creating Planning & Action categories
- Review the MPS Workflow Model
- Processing e-mail, voice mail, papers
and the Outlook TaskPad using the MPS Workflow Model
- Creating a Total Life To Do list
in the Outlook TaskPad
- Setting up an effective Reference
System using the Outlook Personal Folder list and My Documents
- Use the MPS Four D's to process
e-mail:
• Delete It
• Do It
• Delegate It
• Defer It
- Establish an e-mail protocol:
• Define the To, Cc, and Subject lines
• Create meaningful e-mails
- Define a communication protocol
- which digital devices to use when and where
- Integrate handheld devices, SharePoint™
and other related Microsoft productivity technologies
Prioritizing & Planning
- Set up an effective baseline calendar
- Prioritize and plan the Outlook TaskPadPlan the week against objectives
and priorities
- Maintain an Integrated Management
System
- Establish boundaries and routines
that support productivity
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