About this Course

If your staff are having conversations with customers that turn off the customers with the way they express, this programme is for them!

The Customer Friendly Language Programme is designed to provide participants with the skills set to engage customers even in the most awkward situation. Participants will gain confidence in handling difficult conversations with customers, and how to make the most positive and engaging impact. This one day programme provides participants with practice on how to delight customers even in the most difficult situations.

Course Objectives

By the end of the programme, participants will be able to:

• Build rapport with customers using customer focused language
  
• Draw up a list of customer friendly phrases for their daily interactions with customers
  
• “Think on your feet” and to react positively to different customer situations
  
• Be better prepared to handle difficult customer conversations with confidence
  

Who Should Attend

Non executives, Executives and Supervisors

Pre-requisites

Nil

Course Duration

14 hours / Full Time

Course Outline

- Who's the boss?

• Who are Our Customers?
  
• Types of Customers and their Communication Styles
  

- Buidling Rapport with Customers

• Importance of Rapport Building in Conversations
  
• Communication Process
  
• Reading Customers’ Non Verbal Cues
  
• Active Listening and Questioning
  
• Rapport Building 
  

- How and What to Say

• Words, Tone and Body Language that WOW the Customers
  
• Words, Tone and Body Language that Inflict Pains on the Customers
  

- Scripting the Language that WOW Customers

• Positive and Negative Language
  
• Basic Language Fundamentals inclusive of ‘Singlish No-No’
  

- Dealing with Specific Customers Situations

• Case Studies
  

Method of Instruction

English

Trainer : Trainee Ratio is 1:20

Mode of Assessment/Examination

Nil

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