Course Description

Course Summary

Course Summary
 Greater job satisfaction
 Master proven strategies for handling difficult people
 Reduce stress from difficult situations
 Enhance your reputation for quality service
 Increase customer satisfaction
 Build customer loyalty

Maximum Participant

20 Participants

Course Language

Indonesia

Course Core Competencies

Planning and Initiative, Team Leadership, Communicating

At the end of this course, participants will be able to…

• Identify different communication styles
• Deal effectively with different customer personalities
• Identify strategies for managing difficult interactions
• Develop your communication skills – in person, on the phone, using voicemail or email
• Apply skills to deepen your understanding of how verbal and nonverbal communication impact outcome
• Apply steps to rebounding and recovering from customer complaints
• Manage stress in the moment and proactively

Who should take this course? Who should not?

Employees, managers and supervisors who are a touch point to the customer, either directly or indirectly, who want to improve their working relationship with customers. This course would be of interest to those in customer service, finance, technical support, documentation, credit and collections, human resources, information technology, help desk, administration and sales support.

What participants will need to know or do before joining this course?

none

Course Methods

Self assessment for insight into individual behaviour and how you work with others  Audiovisual resources to reinforce learning in an impactful manner  Role play to practice techniques and behaviours in a safe environment  Hands-on activities engage participants in demonstrating skills  Simulation activities to help transfer learned skills and behaviour to the working world

Course Content

Day 1

• Lecture 1

  Communication basic concept

• Lecture 2

  Communication and customer loyality

• Lecture 3

  Understanding yourself and others

• Lecture 4

  The role of service excellence

• Lecture 5

  First Impressions

• Lecture 6

  Having a positive, optimistic outlook

Day 2

• Lecture 1

  Body Language

• Lecture 2

  Improving your customer service

• Lecture 3

  Dealing with difficult situations

• Lecture 4

  Connecting with customers

• Lecture 5

  Providing service excellence

• Lecture 6

  Understanding your customers

• Lecture 7

  Being confident about handling conflict it it occurs understanding how to negotiate if two people want different outcomes

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Industry Expertise :  Education

Trainer Skills :  Coaching, Human Resources, Leadership

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