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| Introduction |
Communication is a
key to customer service success. Most of us are able to recognise that
the words and tone we use can impact how others perceive us. But still,
many customer service personnel are unable to choose the right phrases
and set the right tone in their day-to-day interactions with customers.
As a result of such lack in communication skills, customers may be
offended and leave for good.
In order to deliver
winning service experience to your customers, you need to master the art
of giving unpleasant information in a palatable way. After this course,
you can see and feel the advantage that using positive phrases creates
for your customers, your company and yourself!
“I have learnt how to use more tactful phrases when
conversing with my customers. Very good!”
- Ms Angelia Wu, Assistant
Manager, Front Office,
New Majestic Hotel Pte Ltd
This one-day course is tailored for customer service
personnel and any person who aspires to perfect his/her communication
with customers through the use of positive phrases.
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| Objectives |
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This case study approach
workshop is designed to help participants to:
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recognise the differences between negative
phrases, positive phrases and neutral phrases in customer situation
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provide a list of customer
friendly phrases for use in their daily customer interactions even
challenging situations
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diagnose common less customer friendly phrases
used
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effectively use
customer friendly phrases during the hands-on applications on case
studies provided
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| Outline |
- Customer Friendly Phrases
vs Negative Phrases
- why the need for customer friendly phrases?
- the power of customer friendly phrases in handling customer
situations
- "turn off" language, forbidden phrases, unhelpful words
- Handling Customer
Interactions with Customer Friendly Phrases
- diagnosis of common phrases used in face-to-face customer
interactions
- diagnosis of common phrases used in over the telephone customer
interactions
- uses of customer friendly phrases in handling face-to-face
customer interactions and over the
telephone customer interactions
- Case Study and
Applications
- applications of customer friendly phrases learnt in the
following case studies:
* when you have to say NO to a customer
* when you do not have the solution to what the customer wants
* when handling various telephone interactions and being
politically correct in your responses when
handling them
* when you are new or don't know the product/service/information
requested by the customer
* when you are in a situation where you need to manage it without
referring to your supervisor
* when company policies stops you from helping the customer and
many other case studies
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For Whom
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| Customer service supervisors, front-line executives, customer service executives and any person who like to find a better way to communicate with customers. |
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| Workshop
Schedule and Fee |
Course Date
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23 Nov 2010 |
To be advised
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Time
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9am to 5pm |
9am to 5pm
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Venue
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Stamford Road, Near
Dhoby Ghaut MRT
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Stamford Road, Near
Dhoby Ghaut MRT
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Early Bird Closing
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2/11/2010 |
N/A
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Fee Per Participant
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$290.00 (Early Bird)
$330.00 (Normal)
$260.00 (Member) |
$290.00 (Early Bird)
$330.00 (Normal)
$260.00 (Member)
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| Fee is inclusive of training materials and tea-breaks. |
Trainer
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Ms Grace Lee
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| Participants' Comments |
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“Now I know the guidelines of communication and how to use suitable phrases when dealing with customers.”
- Ms Mariam Binte Anang, Assistant Checkpoint Services & Investigation Officer, Singapore Customs
“Now I have a deeper insight of how powerful it is by using correct phrases in conversation and how it can help me in providing better customer service. The trainer is fun and jovial.”
- Mr Alvin Poh, Assistant Manager Season Administrator, Metro Parking (S) Pte Ltd
“This workshop has taught me how to handle customers in an appropriate manner as well as the appropriate words to use when dealing with internal and external customers.”
- Ms Jade Sau, Senior Sales Support Assistant, Pacific International Lines Pte Ltd
“I have learnt how to use more tactful phrases when conversing with my customers. Very good!”
- Ms Angelia Wu, Assistant Manager, Front Office, New Majestic Hotel Pte Ltd
“The course notes provided are very useful for future reference. Excellent!”
- Mr Ng Kay Peng, Systems Analyst, Ngee Ann Polytechnic |
Participants will receive a Certificate of Attendance upon course completion.
Sign Up Now!
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