CUSTOMER SERVICE SERIES

• Customer Service Basics
  - Understand what it takes to do your job professionally
  - Service as defined by customers

• You As The Communicator
  - Managing your voice
  - Use professional service language
  - Use of questions
  - Use of empathic listening - levels of listening

• The Structure of a Telephone Call
  - The 4 phases of a telephone call

• Develop Telephone Etiquette to Project a Professional Image
  - Announcing yourself
  - Put customer on hold
  - Making an outgoing call
  - Terminating a call

• Techniques in Handling Different Difficult Situations
  - The approach to dealing with angry/irate callers
  - Ways to interrupt a talkative caller to refocus them back to the issue
  - The different methods of saying "No" when it is just not possible to accede to their requests
  - Ways to get callers to work with you towards your proposed solutions
  - Role Play

Who Should Attend?
Those who have to handle customers over the phone regularly.

Methodology
Participants are guided through practical steps of the topic with a combination of reflection and group discussions, activities related to learning points, role-play, and lectures.

Ms Chua Bee Choo has worked in both the private and public sectors. Her main focus of training are on service excellence and personal effectiveness. She has been training adult learners since 1999 and her areas of training include; Customer Service, WITS/IQC, WSQ Courses in customer service, EI Intelligence at work, EI Skills & Handling Difficult Customers, Time Management, Supervising and Coaching Staff for Service Excellence, Working with People of Different Personalities and The 7 Habits of Highly Effective People.

Her strength in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation.

She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA. She was also one of the recipients of CSC (Civil Service College) Trainer Excellence Award 2012.

1. As a SDF-Approved course, you can claim up to S$14 for this course from WDA.
   Click here for a step-by-step guide.

2. Companies are able to claim up to 40% cash payout through the Productivity & Innovation Credit (PIC). Alternatively, companies can also opt for 400% tax deduction/allowance.
   Click here to find out more about PIC funding.

3. Use your SkillsFuture Credit! For user guide on how to claim SkillsFuture Credit, please visit http://www.skillsfuture.sg/credit/submit-a-claim.

“I have learnt how to handle callers in a professional way. The concepts will help me to communicate with my customers more effectively.”
- TELOPS, Goodwood Park Hotel Limited

“I now know the various techniques on handling difficult callers.”
- Executive Assistant, Institute of Singapore Chartered Accountants