Providing Quality Service over the Phone - adv

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Course Information Date: 6 May 2015 (Wed) Time: 9.00am to 5.00pm Venue: Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Fees: SGD500 (NETT) S$200 (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 is excellent service and the 3Es to provide excellent service that delights the customers Practice the effective communication skills to create positive MOT for the customers Demonstrate the skills needed in the steps of the telephone transaction so as to handle the customers efficiently, effectively and professionally The Dos and Don'ts in handling difficult customers Course Outline Part 1: Providing excellent service on the phone What is excellent service What does it mean to you or your customers The 3Es to providing excellent service Understanding what customers generally want from service providers Part 2: Creating Positive Moments of Truth What is moment of truth Creating positive moments of truth by stating it right in your communication skills Use of appropriate vocal tone Use of cooperative language Professional handling of incoming calls Taking messages Putting customers on hold Ending the call positively Part 3: Building skiils to build relationship with customers Effective listening skills The different levels of listening Empathetic listening and response Questioning techniques The different types of questions Handling customer questions Problem solving skills Steps in helping to address customers' issue Part 4: Dealing with difficult situations The Dos and Don'ts of handling different types of difficult customers Methodology Lecture, group discussion, activities and role play Profile Of Chua Bee Choo 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 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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