Course Detail

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Art of Saying No to Customers Without Offending Them

Introduction

Course Objectives

Upon completion of the workshop, participants will be able:
1. To learn to say “no” to a customer when necessary while maintaining the relationship with the customer
2. To better understand customer expectations and how they impact the level of service customers feel they have received
3. To enhance customer engagement through choice of more customer-focussed language, tone of voice, and listening skills
4. To learn how to better manage and turn-around upset customers and difficult situations

Methodology
Aside from course notes, the workshop will involve participants in discussions, learning by action and application, self- and group evaluations, and self-improvement goal-setting and action-taking for participant follow-up after completing the workshop.

Course Outline

Session One: Introduction
• Group discussion on how acquiring the skill to say “no” will assist the participants individually and their organisation ie what’s in it for THEM

Session Two: How to Say No
• The 6 step process to saying no is introduced whereby participants are guided through the way to say no diplomatically
• Participants will engage with other participants as they work through the process

Session Three : Communication – Customer-Centred, Influential Language & Vocal Quality
• The group will discuss how their voice influences a customer’s perception
• Participants examine various aspects of voice quality can be used to enhance communications and connection with customers

Session Four: Effective Listening Skills
• The group will discuss how listening skills are important to managing customers and their perceived satisfaction from the service call

Session Five : The Link Between Image, Values & Service
• Participants determine their desired individual image, and the behaviours that will be consistent with this desired image
• The group will then examine how their organisation’s desired image and value system can be translated into action-able behaviours, and the impact these can have on customer perception of the level of service

Session Six: Managing Difficult Customer Situations
• The group will be asked to share real-life situations they have experienced
• The trainer will introduce to the group the different caller behaviour patterns with the focus on the assertive/demanding caller and the angry caller

Session Seven : Workshop Review & Self-Improvement Plan
• Participants will be asked to reflect on their 3 key learnings from the workshop, and to list the 3 things that they would like to change about their service delivery from then on. They will be asked to commit to this as their on-going self-improvement plan.

Trainer(s)

Mr Murphy, Simon

Simon Murphy is an accomplished trainer with extensive experience in Entrepreneurship, Business Management and Personal Development.

During his undergraduate days, Simon founded a business, Lockstock Couriers (Pty) Ltd that grew to employ over 15 people and boasted clients such as Ernst and Young, the South Africa Institute of Chartered Accountants and other leading firms. The pressures and multi disciplinary requirements of starting a business at a young age quickly distinguished him from his peers as he was thrust into the fiercely competitive world of business in Johannesburg, the economic capital of Africa.

He oversaw projects from planning to execution and evaluation, learning the dynamics of completing tasks within budget, time and resource restrictions. He was also placed in charge of project managing an international 5-day training conference for over 4000 delegates from 30 nations.

A dynamic trainer, Simon is both charismatic and engaging, making use of humor to convey concepts in a real life way and make learning as enjoyable as possible. His training methodology makes use of audio-visual tools, learning activities, games and simulation techniques to aid the impact of the theoretical knowledge he imparts through lectures. An accomplished public speaker, he has the ability to encourage, stir and motivate others, leaving them with a sense of inspiration and vision. To-date, more than 6,000 people have benefitted from his training.

Simon’s areas of specialisation include Leadership, Teambuilding, Secretarial Excellence Training, Service Excellence, Customer Engagement, Work-life balance, Coaching and Mentoring, Time Management, Managing Projects, Problem Solving and Decision Making.

Simon holds a BComm in Business Management, majoring Industrial and Organizational Psychology which gives him an competitive edge in making organizations more productive while ensuring healthy and meaningful lives for workers.

Who Should Attend

Course Details

Date:

11 to 12 November 2009

Time:

9:00am to 5:00pm

Venue:

NTU@one-north campus, Executive Centre

Closing Date:

29 October 2009

Fee:

Standard: SGD$590 Alumni: SGD$472 Group (3 & Above): SGD$531

Registration fees inclusive of:

Course materials
Light refreshments
Lunch
Complimentary parking (1 entry/day) - applicable at NTU@one-north campus only.
Prevailing GST

Online Registration

>> CLICK HERE to Register Online

Methods of Payment

1. Credit Card (Visa and Mastercard only)

2. Cheque made payable to Nanyang Technological University

3. Invoice to Company (for Company Sponsored Participants)

4. E-invoice (for Government Organizations)

Cancellation & Refund Policy

Written notification to cce@ntu.edu.sg or fax: (+65) 6774 2911 at least 10 days before course commencement	No cancellation charges (Full refund)
Written notification within 4 – 9 days before course commencement	50% of course fees (50% refund)
Written notification within 3 days before course commencement	100% of course fees (No refund)