Understand your Customers' Behaviour - 1 Day Workshop on Winning over Difficult Customers

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Course Information Date: 16 July 2015 (Thu) Time: 9.00am to 5.00pm Venue: Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Fees: SGD450 (NETT) S$180 (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 Winning over Difficult Customers Course Objectives Say how customers will measure your service and what it takes to be a confident and professional service provider Practise the essential skills to handle difficult customers efficiently and effectively and to project a professional image Apply the guidelines, skills and techniques learnt to handle the different types of customers and situations Course Outline Introduction Service as defined by the customers What it takes to do your job confidently and professionally to meet the needs of your customers Essential skills in handling difficult customers Understand the reasons behind difficult customers' behaviour Keep your difficult customers by applying the HEAT approach Essential skills for interacting with difficult customers The 3Vs to project a confidence and professionalism The steps in managing your emotion Managing customer's emotion Guidelines to handling the different types of customers Assertive customers Aggressive customers Rude customers Uncooperative and persistent customers The verbose customers The upset/anxious customers Skills and techniques to handle difficult customers' situations Saying NO courteously The sandwich technique The Re-Directing technique The Asserting limit technique Role Play/Discussion Different types of customers situations 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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