Course Detail

Home > Professional Development Courses >

Customer Service for Frontline Staff

Introduction

"Frontline" staffs need the best training possible in order to provide the best service to an organisation’s customers. With so much competition out there, companies cannot afford to ignore the importance of serving customers well.

This interactive and practical seminar introduces essential skills and techniques required to provide exceptional customer service. It is designed equally for new employee with little experience or those requiring refresher customer service training.

Course Objectives

At the end of the course, you would be able to:
• Understand the value of good service
• Identify customer requirements
• Develop effective inter-personal communications
• Learn problem solving skills
• Recognise different customer personalities
• Manage difficult situations assertively
• Improve your effectiveness as a frontline staff

Course Outline

• Customer Service – Why it matters
Recognise the importance of providing service excellence
• Building Self-Confidence
Learn how to elevate self esteem and keep a positive attitude at all times
• Managing Customer Expectations
How do we show that we care? Consider customers needs and what it takes to meet those needs.
• Effective Communications
Understand the communication process in order to improve interactions with customers.
• Handling Difficult Customers
Discuss the guidelines and how to manage difficult customers.
• Business Etiquette and Service Mannerism
Awkward introductions, weak handshakes, poor communication, lack of consideration and sloppy attire can negatively affect your career and business relationships.

Trainer(s)

Ms M., Lisa

Lisa M. is a dynamic consultant, whose experience in the Training and Education industry spanning 10 years. Her areas of expertise encompass Corporate Image and Etiquette, Customer Service, Interpersonal Skills as well as Sales and Marketing.

She has trained a suite of major multinationals, small-medium enterprises and government offices such as the Health Promotion Board, Ministry of Education and Singapore Sports Council, to name a few. She has also conducted many one-to one coaching sessions for executives on motivation and personal development.

Besides being a Corporate Trainer, she is currently an Associate Lecturer with PSB Academy lecturing on Marketing and Sales Management. In addition, Lisa has appeared on Singapore television providing advice on personal image and professional enhancement.

The principle behind her delivery is to keep it fresh, upfront, and very practical; believing that participants can take away readily-applied skills to the home or workplace.

Who Should Attend

This course is aimed specifically at frontline, front-desk staff whom liaise and have direct contact with customers and clients.

Course Details

Date:

For in-house arrangements only

Time:

9:00am to 5:00pm

Venue:

To be arranged with NTU-CCE

Closing Date:

1 January 2009

Fee:

Standard: SGD$00 Alumni: SGD$00 Group (3 & Above): SGD$00

Registration fees inclusive of:

Course materials
Light refreshments
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)