Handling Difficult Customers and Complaints 18 & 19 February 2010 (Thursday & Friday) ) If you are in business, it is your most important duty to see that your business grow and company prosper as a result. This workshop will Course Detail impart to you the skills of how to handle difficult customer-situations confidently and resolve their complaints effectively. If you have the Thursday & Friday | 18 & 19 February 2010 ability to practice these valuable communication and problem-solving 9.00am – 5.00 pm skills to handle each and every difficult customers, then you will not have to fear slow times ahead again. Venue Who will Benefit Seminar Room @ German Centre, Level 5 All front-line professionals who have to deal with customers directly or 25 International Business Park over the phone, support staff who assist front-line personnel directly or indirectly. Sales personnel who place service as paramount to their Course Fees continued success. Training Objectives GC Tenant S$ 480 per pax General Public S$ 500 per pax Know what causes people to be difficult and understand if customers Group discount S$ 440 per pax * are actually difficult Manage your own negative feelings when dealing with difficult * Group of 2 or more booking at the same time customers from the same company and billing source. Identify personality styles and apply effective strategies in handling them Price includes course materials & certificate. Manage difficult customer-situations more professionally Training Outline Coffee/tea break & lunch will be provided on both days. Experience positive and negative service encounters and understand Terms & conditions apply. the nature of customer complaints Appreciate customers responses and behavioural patterns and dealing To Register with different personality profile Reactions of a difficult customer and the process of dealing with them Please email Ms Ivy Lau at Understand the nature of anger and techniques of defusing anger email@example.com or Manage complaints skilfully using ‘CLASS ACT’, listening, responding call us at (65) 6562 8100 for more information. skills and handling criticisms, fear, nervousness and embarrassment. Facilitator Profile Closing date 10 February 2010 Catherine Syn has conducted both public and in-company seminars and workshops in customer service, teambuilding, time & stress management, business correspondence, reports & minutes writing, Handling Difficult Customers and Complaints managing difficult people-situations, secretarial & office administrative workshop is brought to you by the German skills. Centre Singapore. Please contact us for more information on the trainer’s profile Handling Difficult Customers and Complaints 18 & 19 February 2010 (Thursday & Friday) R EGI ST RAT I O N F ORM Please register me for this workshop-: Name (Mr/Mrs/Ms/Dr) : Company Name (if applicable) : Address : Contact Name & Number : Email Address : Fees Payment Method Please select whichever is applicable GC Tenant S$480 Cash & Credit Card (Master & Visa only) Non-Tenant S$500 Kindly come down to German Centre office between Group Discount S$440 9:30am to 5:00pm on Mon-Friday prior commencement of class. Billing Instructions Cheque & no. Personal Cheque payable to German Centre for Industry and Trade Singapore Pte Ltd, and mail it to 25 International Business Registrant signatory Park, #05-108 German Centre, Singapore 609916. Company’s account Bank Transfer Acct. No : 01 0089272 8 Registrant signatory and Bank Standard Chartered Bank company stamp 6 Battery Road, Singapore 049909 Swift Code : SCBL SG SG Terms & Conditions Bank/Branch Code : 7144/ 001 1 Group discount is applicable for booking of 2 or more participants per registration. Bank charges are to be borne by registrants. 2 Registration is strictly binding upon receipt. Kindly fax your registration form and confirmation of bank transfer slip to Ms Ivy Lau at 6562 8029. 3 No cancellation/ withdrawal is allowed. Full fee will be billed accordingly including “No Show. 4 Full payment must be made prior to commencement of class. 5 A replacement is welcome, if registrant is unable to attend the class. An official letter should be submitted prior to commencement of class. TRAINER PROFILE Catherine Syn Cathrine has conducted both public and in-company seminars and workshops in customer service, teambuilding, time & stress management, business correspondence, reports & minutes writing, managing difficult people-situations, secretarial & office administrative skills. 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, is a Corporate Member of the Institute Administrative Management (U.K.) and a WDA ACTA certified trainer. She has held the positions of Secretary, Executive, Manager, Corporate Trainer and Consultant for past two decades. Since 1990, she has been training management professionals, senior 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 face-to-face communication, customer service, managing difficult customer-situations using effective communication skills, telephone techniques and business writing. 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 participant. Among the many companies she has provided training for, some of them are: AIA, SIA, Great Eastern, Durametallic, Philips Singapore, Teck Wah, HDB, CPF, RSAF, MCMD, MOE, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, Mindef, PSA, Schenker, Keppel Shipyard, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, NTU, Nanyang Polytechnic, L’oreal, Shiseido, Cummins Diesel, Komatsu, EM Services, M1, Sankyu, Snap-On Tools, Makino, Alpine Engineering Services and Coca-Cola In Thailand.
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