The Law Society of New South Wales Customer Service & Telephone Techniques

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1 2011 Course Thank you for your enquiry regarding the Law Society s Customer Service and Telephone Techniques for junior administrative staff. Please find below information and application form. This course is designed specifically for junior clerical, secretarial and receptionist staff working in a legal environment. The focus of the course is on the administrative role of a secretary or other support staff. The course is limited to 30 participants. Consequently, the first 30 applications that apply and are accompanied by payment will be accepted into the course. Please return the completed application form together with your payment the Training Services office at your earliest convenience. Venue Level 12, Law Society Building 170 Phillip Street, Sydney Dates Course 1: 24 August 2011 Session Times 9:00am 4:30pm Cost Members $300 (GST inclusive) Non members $350 (GST inclusive) Costs include course materials To enrol in the above course, please complete the application form below and return it, together with payment. Successful applicants will be notified by . All participants receive a Certificate of Attendance on completion of the course. For further information, contact: Tel.: (02) Fax: (02)

2 2011 Course Outline Objectives / Outcome This course introduces junior staff to correct telephone techniques, communication and interpersonal skills in the workplace, understanding confidentiality, and time management skills. Criteria This course is only available to support staff of legal firms/practices. Participants must be employed in a legal office. Program Design This course has been designed and will be presented by the Law Society training program coordinators. Technique This course will incorporate various teaching methods, including lecture-style presentation, group work, role plays, tutorial notes and question and answer sessions. Time / Dates Two courses will be held during the year, and each course is limited to 25 participants. All courses are from 9.00am to 4.30pm approximately. Course dates for 2011 are as follows: Course Outline What is Customer Service? Who are your customers? Workplace communication skills Stress management and prioritising Dealing with difficult customers Interpersonal skills Telephone techniques Knowledge of your firm Confidentiality Time management

3 Program 2011 Schedule Office Use only: Invoice #: Course: Applicant Information Surname: Given Name: Address: Postcode: Home/Mobile No. : Business No. : Date of Birth: Current employment Name of Firm: Address/DX: Your Position: Time with firm: Responsible/Report to: Duties/Responsibility Description: Dates of Program for 2011 Course 1: 24 August 2011 Venue: Time: Level 12, Law Society Building, 170 Phillip Street, Sydney 9:00am 4:30pm

4 Course Selection: Pease select your preferred course Course 1: 24 August 2011 Cost: Please select the appropriate $300 Member $350 Non Member How do I qualify for the Member Rate? Applicants can only qualify for member rates if there is a current registered member of The Law Society of NSW working within their firm/practice. Payment Option: Please select the payment method I enclose a cheque payable to The Law Society of New South Wales Please debit my Credit Card Amex Visa Mastercard Card Number: Debit Amount: Expiry Date: Name on Card: Signature of Card Holder: NOTE: As the courses fill quickly and are limited to 30 participants per course, please return application with payment promptly to: The Law Society of New South Wales Training Services 170 Phillip Street, SYDNEY NSW 2000 DX 362, SYDNEY (Please continue to next page to confirm and acknowledge this application)

5 Terms & Conditions 1. Session Scheduling: 1.1 Should any trainer be absent from any scheduled training session for any reason, then the relevant training session shall be rescheduled and the Law Society shall not be liable for any losses incurred by participants or their employers due to such absence or the rescheduling of the relevant training session. 2. Privacy: 2.1 The Law Society of New South Wales respects your privacy and the confidentiality and security of personal information provided by you to us. The information provided by you to the Law Society on this form will be used by the Law Society for the purposes of processing your order/registration. To access a complete copy of our Privacy Policy visit 3. Refund/Cancellation Policy 3.1 Should you receive incorrect, damaged or faulty goods, please contact the Society Shop within 7 days of receipt and we will arrange, as appropriate and depending on availability, a goods exchange, credit or refund. We may require return to us of the goods with proof of purchase before actioning an exchange, credit or refund request. We will be pleased to consider exchange, credit or refund for other reasons, but the decision whether to grant this will be at our discretion. Any refund will be made using your original payment method or another method at our discretion. 3.2 If you notify us in writing more than 7 days before a seminar, course or event that you are unable to attend, you may choose to have a refund issued (minus a [15]% cancellation fee for a seminar or course) or nominate a replacement delegate to attend in your stead. 3.3 If you notify us in writing 7 days or less before a seminar, course or event that you are unable to attend, you may nominate a replacement delegate to attend in your stead. No refund will be issued. 3.4 To claim a refund, exchange, credit, or for further information please send an to Acknowledgement I have thoroughly read and agree to all the terms and conditions set down in this application. Please process my application in accordance with the above mentioned terms and conditions. Full Applicant Name: Applicant Signature: Date:

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