Exemplary Customer Service
Unfiled
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 ,
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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
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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
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About The Training Provider: The Lausanne Training and Development Group
The Lausanne Training and Development Group - It is a training providing company into Soft skills, Management skills etc.WE also conduct in-house trainings and customise the same as per the client's requirements. We cater to different industry to say : Service Industry, Pharmaceutical Industry, Retails industry etc etc. WE have esteemed Associate Trainers who are masters in their fields, thus no one trainer conducts all the classes instead...
