Effective Interpersonal Skills for Managing Difficult Customers

By the end of this 1 day workshop, participants would be able to deliver great customer service to customers, understand & improve telephone etiquette & manners, handle stressful & difficult situations over the Telephone or face to face.

Date: 24 June 2011-Friday
Time: 9am to 5pm
Venue: River View Hotel Singapore
(Hotel) Havelock Road
Nearest MRT: Tiong Bahru

Program outline

Great Customer Service Delivery (Face-to-Face / Telephone)
- Be a Customer Service Super Star-Role Modeling the Best
- Moments of Truths Interactions with Customers
- Customer-focused Communications & Listening Skills
- Service with your Heart-Being Passionate about Service

Telephone Etiquette and Manners
- Secrets to be the Best Call Professional
- Developing a Positive & Professional Image over the Phone
- Essential Telephone Etiquette & Manners
- Overcoming the Common Mistakes in handling Phone Calls

Handling Stressful & Difficult Service Situations
- EQ and Customer Service
- Managing Increasing Work Volume & Peak Hours
- Scenario Planning for Difficult Service Situations
- Role Plays on Managing Difficult Customers over the Phone or face to face

Effective phone handling techniques
- general guidelines on phone answering techniques
- introduces telephone communicating tips

Who will benefit?
Customer Service, Sales, Receptionist,
Finance, Accounts, Operations, Logistics
& Admin staffs, who has difficulties
expressing themselves and dealing with
the difficult customers over the phone or face to face.


Methodology:
Short Lectures, Case Studies & Role Plays
Individual and Group Exercises
Personal Reflection & Sharing
Discussion and Feedback

Usual Course Fee $399
Early Bird & Group Discounts
$329 per participant for 1 person sign up
$296.10 per participant for 2 persons sign up
S279.65 per participant for 3 or more persons sign up

Download Form

Register Early: Fax: 6884 7640 (Registration)
Tel: 9241 4209 (Enquiries)

Email: sgtraininghub@singnet.com.sg
(Enquiries or Registration)
Contact Person: Benson

Visit: http://www.sgtraininghub.com/latest-program.html

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Course fee Include course notes, training certificate,
refreshment and sumptuous indigenous International
buffet lunch at River Garden Coffee House.
(Halal & Vegetarian meal provided)


source: http://www.sgtraininghub.com/latest-program.html