Tuning to Customer Friendly Language

  

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 YOU!

The Tuning to Customer Friendly Language Programme is designed to provide participants with the skills set to guide their staff in engaging customers even in the most awkward situation. Participants will learn to role model to their staff by gaining confidence in handling difficult conversations with customers themselves, and how to make the most positive and engaging impact. This one day programme provides participants with practice to draw up a set of phrases and words that will delight customers that they can bring back to coach their staff.

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 staff’s 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 and coach their staff to be likewise

Who Should Attend

Managers and Supervisors

Pre-requisites

Nil

Course Duration

7 hours / Full Time

Course Outlines

Who's the Boss?

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

Building Rapport with Customers

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

Guiding Staff

  • Role Modelling
  • Coaching Tips  

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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