Corporate Messengers and Drivers

Workshop dates:

Johannesburg:  18-19 September 2017
Durbanville, Cape Town:  For future dates email customerservice@norcazacademy.co.za
Durban North: For future dates email customerservice@norcazacademy.co.za
Bloemfontein:  17-18 August

Course Fee: 

Single: R4,250.00 (R4,845.00 incl. VAT)
Group Fee for 3-5 Delegates:  R3,650.00 (R4,161.00 incl. VAT) T&C Apply

In-House Training sessions: available on request – send an e-mail with specifications to admin@norcaz.biz

Introduction

Many businesses still rely on personal mail systems or hand delivery methods for the delivery of mail and other items to internal departments or to outside customers and organisations by employing messengers, drivers, courier drivers and mail assistants.

This interactive and practical two-day workshop imparts life skills and also aims to develop important skills and knowledge that will enable messengers, drivers and courier drivers to better their impact on the organisation. These employees need to be equipped with exemplary people skills as they are representatives of your organisation. The aim is to ensure that these employees have the necessary skills to enhance your organisation’s brand and image, and to ensure that they deliver excellent customer service when dealing with the customers of your organisation.

The course further aims to equip delegates with an understanding of how their attitudes contribute to their personal image and that of the organisation, while executing their tasks.  It will teach them to take pride in what they do for their own benefit and that of the company that they represent.

Who should attend?

This course is suitable for messengers, drivers, mail room staff and courier drivers.

This workshop is NQF aligned – some of the Unit Standards (U/S) covered are:

U/S 25862 / 14656 – HIV / Aids Awareness (including STDs).
U/S 246740 – Customer Service (Customer needs, expectations, dissatisfaction, enhancement of quality of service).
U/S 14342 – Time Management (Manage time and work processes within a business environment).
U/S 7790 – Telephone etiquette and Customer Service.
U/S 14359 – Listening skills and business etiquette.
U/S 9875 – Vehicle safety and attitude towards customers and company property and live-long learning.

Please note that no practical driving lessons will be given in this course.

OBJECTIVES

Realise the importance of your job and how it fits into the smooth running of the organisation

  • Communicate effectively and confidently with colleagues and customers
  • How to organise, set priorities and deal with conflicting deadlines
  • Importance of using initiative and taking responsibility for what you do
  • Develop key customer service skills
  • Understand the importance of keeping customers satisfied
  • Learn to be more assertive and proactive
  • Learn basic problem-solving techniques
  • Importance of road safety and navigation
  • Dealing with confidential documents or parcels
  • Personal growth and development
  • Practice personal hygiene in the workplace
  • Understand the basics of HIV / Aids Awareness
COURSE OUTLINE
PROGRAMME DAY ONE

MODULE 1 – Being the best I can be in my position

  • Skills required to be the best professional messenger / driver / mail room assistant
  • Attitude and behaviour
  • Respect for others

MODULE 2 – Business Etiquette, Personal and Corporate Image

  • Overview of basic business etiquette
  • Telephone etiquette and why the need for this as a messenger or driver
  • Projecting a positive and professional image at all times
  • Contribute to building a personal image and the image of the company

MODULE 3 – Introduction to Effective Communication and Listening Skills

  • The importance of effective listening skills in the communication process
  • How well do we listen?
  • How does the above influence me as a messenger and driver?
  • Interpret non-verbal communication

MODULE 4 – Customer Service

  • Understand why we need customers and why we have to care about them
  • Treat your customers well to ensure loyalty and return business
  • Understand customer needs and expectations
  • Recognise customer dissatisfaction and take action to resolve the situation
  • Identify opportunities to enhance quality of customer service
  • Realise the effect of my attitude on customer service
  • Do’s and don’ts of communication with customers
PROGRAMME DAY TWO

MODULE 5 – Time Management and Planning

  • Importance of planning, prioritising and being flexible
  • What to do when priorities change
  • How to ensure deliveries are done on time
  • What is my Plan B?

MODULE 6 – Road Safety, Vehicle Security, Safety and handling of Confidential Parcels / Documents

  • Safeguarding your vehicle
  • Keeping your vehicle clean
  • Road awareness skills
  • Navigating and ability to read maps or use GPS
  • What to do when in an accident or your vehicle breaks down
  • Confidential documents / Parcels

MODULE 7 – Personal growth and Development

  • Use initiative
  • Have an excellent attitude – ALWAYS
  • Be punctual, diligent, honest and reliable

MODULE 8 – Hygiene and HIV / Aids Awareness

  • Maintain personal hygiene and health
  • Personal and hygienic practice in the workplace
  • HIV / Aids  awareness

Training Methodology

  • Learner guides / slides
  • Videos
  • Practical demonstrations
  • Group discussions
       
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