| |  | | | | |  | Monday, 22nd June 2015
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|  | | Course Information | | | | Date: | | 22nd Jun 2015 (Mon) | | Time: | | 9am to 5pm | | Venue: | | Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Orchard Road | | Fee : | | S$450 (NETT) |
S$180(After PIC Cash) | | | | | Inclusive of teabreaks and lunch | | | To register, please contact Jaslyn
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jaslyn@cbsgroup.com.sg
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Thank you | | | | | | | Managing Difficult Customer-Situations - How to Convert Service Breakdown into Opportunities?
- Deliver Total Service Satisfaction to Difficult Customers | | | | Introduction | | | In every type of business we are providing, we are bound to encounter irate, demanding and unreasonable customers. Service providers can well appreciate that it is never pleasant to handle irate or irrational customers, even though they know it is worthwhile to keep customers happy and satisfied.
This course will impart to your intermediaries the skills of how to handle difficult customer-situations confidently and resolve their complaints effectively, either in person or on the telephone. If you have the ability to practise these valuable communication and problem-solving skills to handle each and every difficult customer, you will be able to turn most of the challenging moments into opportunity moments, adding the customer's confidence to your service. | | | | Course Objectives: | | | - Know what causes people to be difficult and understand if customers are actually difficult
- Manage your own negative feelings when dealing with difficult customers
- Identify personality styles and apply effective strategies in handling them
- Manage difficult customer-situations more professionally
| | | | | | Course Outline: | | | - Experiencing the "Moments of Truth" in customer service
- Appreciating customer responses and behavioral patterns
- Who are the difficult customers and what makes them difficult?
- Understanding the nature of customer complaints
- Reactions of unhappy customers
- Handling angry customers and their emotions
- Understanding the nature of anger
- Techniques of defusing anger
- Listening and responding skills in managing anger
- Handling complaints skillfully using a structured approach
- "I solve your problem, you solve mine!"
- Summary and application back-at-work
| | | | Training Methodology: | | | | This is a highly participative adult-focused training programme with plenty of discussions, group activities, case studies, role-plays, games, quizzes, video presentations and question/answer/feedback sessions. | | | | Who should attend: | | | - Customer Service Professionals who need to provide customer satisfaction
- Service professionals who have to communicate and interact with customers either face-to-face or over the telephone.
- For front-line, sales and service, engineering, technical, administrative, secretarial, accounting professionals and anyone who wants to know how to practise service recovery in complaints handling
| | | | Testimonials: | | | "We are delighted to have attended your training. Your good understanding of our work context and the interesting ways which you delivered the important messages attracted the our attention and learning. The value-added service pointers gave us a firm foundation to model and learn from"
- Manager, Nanyang Polytechnic
"The knowledge and skills shared were greatly appreciated and I could better equip myself in managing their difficult customers situations more confidently. I believe I can bring service to the next level after attending this course
- Customer Service Executive, Loreal
"The case studies, examples and service role playing are very applicable to our line of work. Catherine understands our job nature well and is able to provide practical skills for us to apply in our daily work.
- Customer Service Manager, Mobile One
"It has been fun and insightful to learn skills which are applicable to my line of work"
- Customer Service Executive, International Hotel Chain
"Catherine was very positive and engaging and has had great experience in all aspects of this course. Perfect !
- Manager, Coca-Cola International (Thailand)
"I would like to express my heartfelt appreciation for the excellent training you had conducted for us. The workshop was engaging. fulfilling and interactive. I found it beneficial and would apply the skills learnt in the workplace"
- Sales Manager, Sony Asia Pacific
"Excellent course. Great delivery and trainer was concise and succinct during the presentation. High level key values that make an impact rather than minute details which would be forgotten or lost over time. Thanks, Catherine
- Manager, Republic Poly
"Interesting trainer, able to capture the attention of the class and spice up the atmosphere for conducive learning. It was excellent, and I highly appreciate it."
- Executive, Ministry of Home Affairs
"I found Catherine to be extremely confident, patient, and knowledgeable. I learned many things from this course which will be useful for me in my everyday dealings."
- Customer Service Manager, MSIG | | | | CBS Master Trainer | | | Catherine Syn has conducted both public and in-company seminars and workshops in Secretarial & Office Administrative Practices, Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation's training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.
Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.
Among the many companies she has provided training for, some of them are: Ritz Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, Sony Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua Primary School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, Etiqa, Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, Senoko Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, German Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips Singapore, Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, A-Star, Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM Services, Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, Hunting Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Maldives International Airport and MNCs in China. | | | | | | |
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