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    Event Profile
    Class/
    Online
    Classroom
    Date November 03, 2017
    Time 9:00am to 5:00pm
    Venue Mandarin Orchard Singapore
    333 Orchard Road
    Singapore 238867
    Fee
    7% GST will apply
    SGD 480.00
    3 & above: SGD450.00 each
    For Member
    SGD 456
    3 & above: SGD427.5 each
    NoteTwo tea breaks and buffet lunch will be served. Limited complimentary car parking coupons are available upon request.
    Trainer
    Activity
    The customer is always right even when they’re wrong, or so they say. But some customers can really seem to be difficult to manage at times, or is it? A perception of them being difficult, perhaps?
    Objective
    In this workshop, learn & pick up valuable tips & insights into what makes a customer "difficult", how to manage & deal with the various personalities & situations that often arise in our daily interactions with them.
    Outline
    1. The role of a customer service person/officer - Understanding the customer service role
      - How to keep the customer a customer
      - Understanding the customer service role

    2. Communication & Listening skills
      - The effective use of voice
      - Effective listening
      - Avoiding jargon
      - Correct questioning techniques

    3. Steps of a customer service encounter (face-to-face or phone)
      - Making the call (for phone calls)
      - Reason for the call/meeting?
      - Some common complaints & determining the reasons
      - Closing the call/meeting

    4. Service communication skills
      - Proper diction, being alert, adapting to the situation & preparing for the unexpected
      - The different stages of a service encounter

    5. What makes a customer "difficult"?
      - The various issues that can make a customer "difficult"

    6. Types of customers
      - The different types of customers
      - Suggested phrases to use for different scenarios

    7. Understanding the customer...
      - What the customer is really saying, when they say.....
    Who should attend
    This workshop is useful for those who are in constant contact with customers (whether front-line or back-end staff) in their daily roles & responsibilities within their companies - receptionists, sales & marketing personnel, customer service, technical & delivery staff etc.
    Testimonial
    It was a good workshop and I picked up tips to apply at my workplace. It was entertaining and a fun workshop too. The Trainer has good communication skills and explained well. He gave the techniques and made me realise that nothing is impossible to solve.
    Singapore Tourism Board

    Enjoyable the training session. Knowledgeable trainer and able to hold the attendtion of all the participants.
    Nanyang Girls’ High School

    Mr Chua is totally awesome, make us have a bigger topic / idea. Think out of the box.
    National Environment Agency

    Covered all aspects of the topics. Very specific and details with photos expression. Highly attentive and capture all participants to throughout the session. Mr. Gregory is doing a REALLY good job!
    MAKINO ASIA PTE LTD

    The outcome can be applied effectively during my practices. The workshop has been well-presented. Mr Gregory Chua was very professional in delivering the workshop / teaching with video clips.
    National Environment Agency
    Gregory Chua's Profile
    Gregory is a very dynamic and entertaining trainer/speaker. With more than 20 years in direct sales, he brings with him a wealth of experience in the field of personal selling - from telephone prospecting techniques to face-to-face selling skills that garner results.

    Gaining his experience from marketing office security and medical equipment, Gregory spent 13 years in a local leading business and credit information service provider.

    As a Senior Account Manager, he was tasked with marketing the group's services ranging from business/credit information to debt recovery and account receivables management. Besides holding the highest sales record in the company & being responsible for growing the customer portfolio, he also provided regular training sessions to the sales team on the professional & finer art of selling as well as debt recovery techniques to collection officers in the group of companies.

    Apart from being the official in-house trainer, Gregory has also conducted many external seminars and workshops to participants from the Government ministries and statutory boards, Multi-National Corporations as well as Small & Medium-sized Enterprises. Some of these include Ernst & Young, BP Singapore, ExxonMobil Asia Pacific, NTUC Income, Hong Leong Asia, Hong Leong Finance, Singapura Finance, Epson Singapore, Chubb Singapore, Tuas Power, Societe Generale, Gleneagles Hospital, National Cancer Centre, National Heart Centre, National University Hospital, J.V. Fitness (California Fitness Centre), Starhub Ltd, Pacific Internet, Tenet Insurance, QBE Insurance (Intl), Maybank, OCBC Bank, HSBC, RHB Bank, ECICS Ltd, Cycle & Carriage Industries & many others.

    Gregory was also a trainer for the Singapore Association of Credit Management (SACM) on the certification program "Collections Best Practice."

    Gregory believes in the principle of giving only the best of oneself & never shortchanging the company & customers. His motto: "Where knowledge is.....your greatest asset"
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