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.

Detail

Date:	13 Jul 2012
Duration:	1, day(s) 9:00AM - 5:00PM
Fee:	$330.00
Venue:	Stamford Road, near Dhoby Ghaut MRT

Fees are subjected to prevailing GST of 7%

For more information, please contact JobsDB Learning at 65788111 or email to learning@jobsdb.com.sg

Payment must be made before the commencement of the workshop. No cancellation is allowed 7 days prior to workshop.

Participants will receive a Certificate of Attendance upon course completion.

SDF Funding Approved!
Please contact JobsDB Learning for more detail.

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

Facilitators

Ms Grace Lee

Methodology

Participants are guided through practical steps of the topic with a combination of lectures, role plays, case studies and group discussions.

Who Should Attend

Customer service supervisors, front-line executives, customer service executives and any person who like to find a better way to communicate with customers.

Testimonials

"I have learnt the ways to retain my customers and better service recovery."
- Mr Vincent Heng, Area Manager, Nihon Mura Pte Ltd

"The skills that I have learnt are using positive phrases and the right words which can enhance my working relations."
- Mr Roger Soh, Group HR & Operations Manager, Nihon Mura Pte Ltd

"I have learnt that customer service counts in every field. I will practice and put the new phrases I learned into real action."
- Ms Cassie Huang, Senior Executive, Academics Australasia College Pte Ltd

Objectives

-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
-provide opportunities to find solutions to their own unique customer situations with better customer friendly phrases

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Customer Service Tool Kit : Perfect Phrases in Practice