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Event Listings
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 aspire to perfect his/her communication with customers through the use of positive phrases. Objectives This case study approach workshop is designed to help participants: - recognise the differences between negative phrases, positive phrases and neutral phrases in customer situation - provide a list of customer friendly phrases for use in their daily customer interactions even challenging situations - diagnosis of common less customer friendly phrases used - effectively use customer friendly phrases during the hands-on applications on case studies provided 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 learned 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 For Whom Customer service supervisors, front-line executives, customer service executives and any person who like to find a better way to communicate with customers. Venue Stamford Road, near Dhoby Ghaut MRT Early Bird Closing 20/12/2011 Fee Per Participant S$310.30 (Early Bird) S$353.10 (Normal) S$278.20 (Member) Fee is inclusive of 7% GST, training materials and tea-breaks.
Registration Website: http://www.eontraining.com.sg Submitted by Effctive Outsource Networks, Effective Outsource Networks on Tuesday, 10 January 2012 at 9:00 AM Category: Business |
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