Apply cooperative service language - 1 Day Workshop on Providing Quality Service over the Phone

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Course Information Date: 18 July 2014 (Fri) Time: 9.00am to 5.00pm Venue: Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Fees: S$400 (NETT) (S$160 after PIC grant)* *Enjoy up to 400% tax deduction or 60% cash payout under the Productivity and Innovation Credit (PIC) scheme for Staff Training. Find out more at https://www.iras.gov.sg/ or email picredit@iras.gov.sg Inclusive of teabreaks and lunch Registration is on a 1st come 1st serve basis. Register early to avoid disappointment. Click here for registration form To register, please contact Ms Elsie Koh @ 9857 8570/ 62789785 or elsie@360degrees.com.sg Unsubscribe If you no longer wish to receive our email - please click unsubscribe here. Thank you. 1 Day Workshop on Providing Quality Service over the Phone Course Objectives At the end of the course, participants would be able to: Say what excellent service is about and the 3Es to enable you to provide the service that delights the customers and how to manage the attitude to stay motivated and positive Practise the basic telephone etiquettes to project give a positive MOT for the customers Demonstrate the skills needed in the steps of the telephone transaction so as to handle the callers efficiently, effectively and professionally Apply cooperative service language and right tone when dealing with callers over the phone The Dos and Don'ts in handling difficult customers Course Outline Part 1: The basics in customer service What is excellent service The 3Es to providing excellent service Managing attitude and why it is important to manage the attitude The ABC model Part 2: Creating Positive Moments of Truth What is moment of truth Creating positive moments of truth by practising the right telephone etiquettes Greeting Put Customers on hold Propose a call back Make outgoing call Transferring a call Part 3: Skills in handling customers on the phone Use of vocal tone Use of cooperative language Tragic words to be avoided Effective listening The levels of listening When to use silence Questioning techniques When to use open or closed questions Handling customer questions Confirmation skill 5 key steps Part 4: Recognising the different communicating styles of customers The assertive, submissive and aggressive behaviours of customers Part 5: Dos and don'ts in dealing with difficult situations Angry customers Rude customers Abusive customers Talkative customers Methodology Lecture, activity, role play/demonstration, group discussion and presentation Trainer's Profile Ms Chua conducts training in the areas of customer service and personal effectiveness. Her areas of training include Customer Service, WITS/IQC, WSQ Courses in customer service, Emotional Intelligence, Time Management, Managing and Motivating Frontline Staff for Service Excellence, Working with Difficult People and The 7 Habits of Highly Effective People. Ms Chua's experience comes from years of working with people from different industries, both from the private and public sectors. Her forte in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation. She has been training adult learners since 1999 and has over the years conducted numerous public and customised trainings and seminars for both the public and private sectors. She has also helped to revamp 2 customer service course materials for IPAM. She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA. She was also one of the recipients of CSC (Civil Service College) Trainer Excellence Award 2012. In House Customized Training We deliver customized designed courses that are tailored to your organizational needs. Our professional trainers are domain experts with extensive international experience. Do contact us today @ 6278 9785/ training@360degrees.com.sg for no-obligation training needs assessment, we will work in partnership with you to identify needs, develop training and find instructors that best fit your business environment.

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