EI Skills for Handling Difficult Customers
EI SKILLS FOR HANDLING DIFFICULT CUSTOMERS COURSE BRIEF
After the workshop, you will be able to:
- Explain what is emotional intelligence and the core competencies in emotional intelligence
- Practise the strategies to increase self awareness, manage your emotion and to motivate yourself in stressful situations
- Enhance your emotional bank account to build relationship with people you work with
- Apply the 3Vs positively to handle the customers professionally
- Apply empathic listening skills to show care and concern
- Identify your working styles and how to enhance your communication with people of different working styles
- Practice the techniques in dealing with difficult customers situations
Detail
| Date: |
16 Aug 2012 - 17 Aug 2012 17 Dec 2012 - 18 Dec 2012 |
| Duration: |
2, day(s) 9:00AM - 5:00PM |
| Fee: | $380.00 |
| Venue: | 12 Prince Edward Road #03-03 (Podium A) Bestway Building Singapore 079212
|
- Fees are subjected to prevailing GST of 7%
- Includes course materials and light refreshments
- A Certificate of Attendance will be given subject to 90% attendance.
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.
Outline
OVERVIEW OF SKILLS IN HANDLING DIFFICULT CUSTOMER SITUATIONS
The Basics in Customer Service
Developing strategies to increase your emotional intelligence skills to better manage and motivate yourself to be a better service provider
Developing the 3Vs of communication to increase your effective communication with customers
Working with Difficult Customers Situations
Facilitators
Chua Bee Choo has more than 20 years of working experience in both the private and public sectors. Her main areas of training include Customer Service, WITS/IQC, EQ in Customer Service, the 7 Habits of the Highly Effective People and Handling Difficult People.
One of Ms Chua’s expertise is in Customer Service where her previous work experience as a Frontline Customer Relations Officer to Quality Service Manager had given her practical experiences in dealing with customers at the counters (including gift counters) and call center, developing and implementing customer service policies and initiatives; such as setting service standards, service audits, evaluating performance and implementing the integrated rewards system for the organisations.
Her other area of expertise is WIT/IQC training where she had the experience of working in a WITs team as members, leaders and facilitators, and subsequently as a judge in conventions. Over the years, Ms Chua has conducted training for members, leaders and WITs assessors, as well as coaching and preparing teams for IQC/PS21 Excel WITs Convention. She has also been engaged to develop WITs materials for one of the departments in Ngee Ann Polytechnic and the Civil Service College. Ms Chua is a trained IQC Assessor with SPRING Singapore and had been involved in assessing teams in a number of Conventions for both service and manufacturing companies.
Besides conducting training, Ms Chua also does talk for organizations on creativity in WITS and Customer Service.
Ms Chua has, over the past 8 years trained thousands of staff from different levels: including office attendants, clerks, sales coordinators, receptionist, sales executives, managers, teachers, lecturers, police officers, assistant directors, deputy directors and principals.
She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Upp Hons), Diploma in HRD (Bronze medal), Diploma in Customer Service (USA), and Diploma in Administrative Management. She is also Certified in the DISC profiling system, Certified Six Sigma Green Belt, Certified Trainer for The 7 Habits of Highly Effective People and Certified Six Seconds Level 1 Associate EQ Trainer. She is currently pursuing a Diploma in Public Speaking.
Who Should Attend
Public Sector - Division 2 & 3
Private Sector - Frontline staff and executives serving the public