In this one-day workshop, participants will learn to:
Develop the right service mindset towards customer
Explain the benefits of coping with challenging customer
Describe & apply strategies in managing challenging customers
Program Outline
· Link between You, Customer and Company
· Customer Relations & its importance
· Challenging Customers & its Characteristics
· Reasons behind customers' challenges
· Tips to turning around Challenging Customers
· Benefits of coping with Challenging Customers
· Strategies for managing Challenging Customers
· Making a Difference
Targeted Audience:
Frontline and Retail Sales Staff, Hospitality and Service related staff.
Trainer Profile:
Kenneth Kum has more than 10 years of supervisory experience and is a trainer of more than 8 years of training experience in various MNCs. He obtained his first business degree major in Human Resource Management from an Australian university. He also holds a Master of Human Resource Management degree from Rutgers, The State University of New Jersey, USA and a Diploma of Training & Development Management.
Kenneth has conducted training programs such as customer service, selling techniques, coaching skills, communication skills, problem solving and decision making, Introduction to 7 Habits, CREST modules etc. Some of his clients include NTUC Income, Foodfirst, SembWaste CleanTech, Pergasus-Elite Pte Ltd, Sinma Jewellery Pte Ltd, Pentex-Schweizer Electronics Pte Ltd etc.
His past achievements include leading one of the big retail Company towards the achievement of People Developer Award and also achieving the pioneer on-job-training status for one of the leading disk drive Company. He has been trained in strategies on whole brain approach and accelerated learning. Using the PIE approach i.e. practical, interesting and enjoyable, he makes training fun and easy to learn.
Details:
Date :
28th March 2008, Friday
Time:
9:00 am - 5:00 pm
Fees:
$280 for those registering on or before 18 March 2008.
$380 for those registering after 18 March 2008.
*This is the amount you pay. All prices are in Singapore Dollars. Please register as a Non Subscriber if unsure.
