Sales & Marketing,marketing management,
Information and Communications,
Customer Service,
Healthcare,
Personal Services,
Building and Construction,
Customer Service
Do you have difficulty communicating with people? Have you wondered why some people like you and some not? This seminar helps participants understand the impact their communication skills have on other people, and how improving these skills can make it easier for them to get along in the workplace.Outline:Understanding Interpersonal SkillsUnderstanding Human Behaviors RelationsProfiles of Various ...
Provider: HRM SKILLS PTE. LTD.
This unit covers the knowledge and application skills in identifying the elements that forms customer expectations so as to provide the desired customer experience that is line with the organisation’s vision, mission and values. It covers various methods to design, innovate and translate the desired customer experience into a service operations plan.
Provider: Service Quality Centre
This unit addresses the skills and knowledge required to handle diversity. It includes recognising the importance of inclusiveness, demonstrating the use of emotional intelligence and resilience to handle diversity in the service environment, and monitoring one’s actions in handling diversity.
This unit covers the skills and knowledge to equip service professionals with the right grooming and professional image required for building confidence and projecting a positive image. It also involves equipping them with a positive and customer-oriented mindset to impress and wow their customers in their day-to-day engagement.
This module covers knowledge and application skills in the assessment of the service quality and customer satisfaction levels within an organisation. It involves the identification of relevant benchmark criteria and key performance indicators to monitor and manage customer information for service excellence. Upon completion of this module, you will acquire the skills and knowledge to: 1. Develop s...
Provider: Institute of Technical Education
Why is it important to manage emotions in customer service?Customer care is a delicate issue, and it is also an issue many customer care personnel must deal with under extremely trying circumstances and tight time frames.On the one hand, company policies must be adhered to, and on the other hand, customers demand service and information. As a customer care personnel, you will often find yourself c...
Provider: BEYONDWORDS TRAINING PTE. LTD.
In every type of business, you are bound to encounter irate, demanding and unreasonable customers. Service providers can well appreciate that it is never pleasant to handle irate or irrational customers, even though they know it is important to keep customers happy and satisfied.This workshop will impart to you the skills of how to handle difficult customer-situations confidently and resolve...
Provider: Management Development Institute of Singapore (MDIS)
Sales & Marketing Customer Service
Many people find it difficult to carry on a business conversation or undertake "small talk", but if you do it right, the payoff can be big. The late Mark McCormack, founder and chairman of International Management Group (now IMG) once said, "All things being equal, people will buy from a friend. All things being not quite so equal, people will still buy from a friend". So the first step to startin...
Provider: Marketing Institute of Singapore
Business Management Customer Service
Competition is everywhere and companies have spent great efforts in using effective customer acquisition and retention programmes, ranging from loyalty reward to subscription-based membership programmes, for winning customer loyalty and commitment. It is imperative for organisations to continue retaining the most valued customers and acquiring new ones for business sustainability.An effective cust...
As service providers, we sometime find ourselves facing or handling "difficult customers". When we have to deliver "bad news", say "no" to customers or to people in power, we're often tempted to placate with a "yes". It is indeed a challenge trying to balance the need to be service-oriented and the need to deliver difficult messages to our customers. This one-day course teaches service providers h...
Customer Service service Management
Many organisations have customer satisfaction as a key performance target. It is practically impossible to achieve the “zero-defects” all the time. Things do go wrong at times. Some service failures and customer dissatisfaction is almost inevitable in our real world. If service lapses are almost inevitable, then it is crucial that organisations have proper service recovery strategies to win ov...
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Provider: KAPLAN PROFESSIONAL
Leadership is important in today's competitive world because it is a key differentiator – effective leadership brings about results, commitment and organizational knowledge. Yet most of us are thrust into leadership positions without an idea of what it takes to be a leader.This one day workshop is an introduction to the key essentials of what it takes to be a leader. It covers the spectrum of sc...
Course DescriptionMost organisations received customers’ complaints at some point, even though their employees would strive to provide excellent customer service. How you respond to customers’ complaints can strengthen further or break your organisation’s reputation.Join us to learn from ACES’ highly-experienced Business English Coach! You will learn simple but powerful techniques to craft...
Provider: ACES LEARNING HUB PTE. LTD.