Exemplary Customer Service

Training Provided by The Lausanne Training and Development Group This course gives you the interpersonal skills necessary to gain the competitive advantage, enhance customer relationships, and ensure personal and organizational success! You learn the practices that resulting in mutual satisfaction for you and your customer. In this course you experience a variety of customer satisfaction scenarios. You ll take away skills and knowledge that helps you to leverage the Emotional Competencies play an important role in establishing a climate that fosters personal and organizational success. Expected Outcomes: Upon completion, participants should be able to: Capture Customer Cooperation Raise the Probability of Positive Customer Responses Understand your Personality Style and that of Others Respond Effectively to Specific Customer Behaviors Build Ongoing Trust with Repeat Customers Use e mail that motivates the customer Enhance the Listening Skills to reduce Negative Responses Manage a Variety of Customer Satisfaction Scenarios Enhance Skills in Negotiating-Improve Customer Problem Solving Techniques. Audience: Anyone who interfaces with external or internal customers (Customer Service personnel, Sales Executives, Front line Executive etc) Content: The do s and don ts of Customer Interface The Key Characteristics of Effective Customer Service People How to Identify Internal Customer Needs How to use Effective Persuasion and Language Patterns with Customers How to Deliver Bad News How to Close the Loop for Ongoing Customer Satisfaction Techniques for Adjusting to Different Styles Abilities for Handling Different Customer Preferences and Practices To manage Gaps in Understanding with Customers Effective Telephone Skills emails To Defuse Angry Customers Using Effective Listening and Other Techniques The Importance of Emotional Competency Appropiate body language while interacting the customers Methods: The Lausanne Institute is committed to the application of classroom learning to the workplace setting. We employ a variety of instructional training methods to assure skills transfer. These include: Group Dynamics Guided Conferences Simulations Case Studies Lecturettes Skill Practice Exercises Date : 13th of Dec'04 ( Monday) Course Fee : S$158/trainee ,

Exemplary Customer Service Exemplary Customer Service! Presented By Lausanne Training and Development Group As reported in Straits Times Recruitment Page (Back) on 6th of December 2004 Date : 22 Dec 2004 Time: 0900-1700 hrs Venue: PSB ACADEMY Toa Payoh Campus, HDB Hub BizThree, 490 Lorong 6 Toa Payoh, Singapore 310490 Room to be advised ; ; This course gives you the interpersonal skills necessary to gain the competitive advantage, enhance customer relationships, and ensure personal and organizational success! You learn the practices that resulting in mutual satisfaction for you and your customer. In this course you experience a variety of customer satisfaction scenarios. You ll take away skills and knowledge that helps you to leverage the Emotional Competencies play an important role in establishing a climate that fosters personal and organizational success. Expected Outcomes: Upon completion, participants should be able to: Capture Customer Cooperation Raise the Probability of Positive Customer Responses Understand your Personality Style and that of Others Respond Effectively to Specific Customer Behaviors Build Ongoing Trust with Repeat Customers Use e mail that motivates the customer Enhance the Listening Skills to reduce Negative Responses Manage a Variety of Customer Satisfaction Scenarios Enhance Skills in Negotiating-Improve Customer Problem Solving Techniques. Audience: Anyone who interfaces with external or internal customers (Customer Service personnel, Sales Executives, Front line Executive etc) Content: The do s and don ts of Customer Interface The Key Characteristics of Effective Customer Service People How to Identify Internal Customer Needs How to use Effective Persuasion and Language Patterns with Customers How to Deliver Bad News How to Close the Loop for Ongoing Customer Satisfaction Techniques for Adjusting to Different Styles Abilities for Handling Different Customer Preferences and Practices To manage Gaps in Understanding with Customers Effective Telephone Skills emails To Defuse Angry Customers Using Effective Listening and Other Techniques The Importance of Emotional Competency Appropiate body language while interacting the customers Methods: The Lausanne Institute is committed to the application of classroom learning to the workplace setting. We employ a variety of instructional training methods to assure skills transfer. These include: Group Dynamics Guided Conferences Simulations Case Studies Lecturettes Skill Practice Exercises Date : 13th of Dec'04 ( Monday) Course Fee : S$158/trainee , The Fee structure goes like this: S$ 158 /trainee S$ 150/ trainee for grp of 2 S$ 750 (5trainees) + 1 seat free /grp of 5 S$ 1200 (10 trainees) + 2 seats free /grp of 10 Thanks! Even bigger discounts if the group is really bigger. Fees after SDF grant for SMEs :S$123/trainee, Non SME: S$140.50 HEAVY GROUP DISCOUNTS AVAILABLE, CALL TO ENQUIRE!!! Pls rush the registration form: Exemplary Customer Service by Lausanne Training and Development Group Name: ____________________________________________ Designation: ____________________________________________________________________ Company: ______________________________________________________________________ Tel: ___________________ H.P: ________ Fax: _______________________________ Email: _______________________________________________ Note: 1. Do register early as registration are limited to the first 40. 2. The Lausanne representative will be in touch with you to confirm your registration. 3. We would appreciate your kind attendance upon confirmation of your reservation 4. Cheque should be made payable to Urvashi Dhar and mailed to: The Lausanne Training and Development Group 10Anson Road, 30-07 International Plaza Singapore 079903 Contact Rose Ng for details @64779892 /94762701 www.thelausannegroup.com Brings Quality of Work Life Pls note this mailer is being sent to you as you showed interest in one or other course of ours at some point in time (which is not recorded in our data). We do not want to distrub you if you do not wish this type of information to be sent to you. Pls reply back just with the subject "unsubscribe" we will have your contact email removed from our system immediately. Thanks! Warm Regards, Rose Ng (PA to Director) Tel# (65) 64779892 Fax# (65) 64779922 /62464171 H.P# 94762701 www.thelausannegroup.com Brings Quality of Work Life ------------------------------------------------------------------------------------ --------------------------------------------------------------------------------

About The Training Provider: The Lausanne Training and Development Group