What would your reaction be if a service consultant/provider says “Miss Tan, there’s no more size M for this.” and there’s no attempt to offer an alternative solution or check with its other outlets. Would you prefer it is said as “Miss Tan, looks like our outlet has run out of size M, would you like to try this other design or I could check with our outlet at ABC location if they still have the size you’re looking for?”
Are there more ways to communicate unpleasant information in a more palatable manner? Could we, as service givers, say our good intentions to help customers without sabotaging ourselves? Are there better ways to say ‘No’ to a customer and at the same time making the customer feel that they have benefited from good service?
This workshop will provide a service consultant/provider with solutions in communicating better verbally with their customers through better choices of words or phrases in their face-to-face or telephone situations.
Note: This workshop intends to share customer-friendly phrases for handling situations better and not to teach English.
Upon completion of this workshop, participants will be able to;
Customer Service Supervisors, Front-Line Executives, Customer Service Executives, Call Centre staff and any person who would like to find a better way to communicate verbally with customers face-to-face or over the telephone.
Module 1: Customer Friendly Phrases versus Negative Phrases
Grace is a highly dynamic and enthusiastic trainer/facilitator and consultant. She has been in the training and development profession for over 30 years with more than 20 years’ experience in consulting, designing, developing and delivering training workshops.
She has delivered training workshops to over 7,500 participants and has received excellent ratings.
She has a passion for the training and development of people and is a firm believer in the enhancement of human capital and life-long learning. Her unique and effective style of communication and her flair in bringing complicated concepts across effectively have greatly helped executives & employees in this region in their work performance. Her last position was that of Training Manager of the Call Centre for the largest local bank. She was responsible for building the training and development plans for over 300 staff in the Centre.
Over the years, she has held responsibilities in areas of learning and development including managing the training function, consulting with organisations, designing, consulting, developing and facilitating training workshops in the areas of customer service, telephone communication, team building, personal effectiveness, business manners & social etiquette, western dining etiquette, train-the-trainers, DISC Personality Profiling, Multiple Intelligences Profiling. Her professional alignments are with the Institute of Technical Education where she trains the Train-the-Trainers Programme.