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Communication Skills for Service Sector Professionals
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Introduction |
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Service sector is one of the key economic growths in Singapore. With growing affluence, greater choices and more educated population, customers have increasingly higher expectations from their service providers now. Good communication skills to the customers are important to ensure your organization able to provide service excellence your clients. |
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Course Objectives |
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At the end of the course, you will be able to:
• Learn about verbal and non-verbal communication skills
• Demonstrate skills of good communication
• Identify some of the common service quality issues in the various service sector in Singapore
• Learn what customers expect from the service providers
• Learn about potential pitfalls in communications in the service sector and how to overcome them
• Learn practical skills on how to manage difficult customers and perform service recovery
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Course Outline |
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• Overview of the service sector in Singapore
• Why communication skills is important in the service industry
• Using the ICE techniques (Ideas, Concerns and Expectations) to identify the needs of your customers
• Practical skills in communications (verbal, non-verbal and written)
• Creating a culture of great service quality in the organization and in your team
• "Your customer is NOT always right", but how do you manage them?
• Managing difficult customers using the ABCDE technique
• Learn to identify potential service quality issues at work and address them before it happens
• Addressing the burnout factor in service sector - How to use team work to avoid burnout?
• How to turn an adverse event around to win back the trust of your customers?
• If mistake happens: how to communicate and what to communicate?
Methodology
This is an interactive seminar, with a mixture of lectures, group discussions and role plays. Several relevant cases studies will be used for the role plays. The participants would be given practical tips during the role play to learn how to use superior communication skills to achieve better outcome in service quality.
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Trainer(s) |
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Dr Teoh, Yee Leong, Victor |
Dr Victor Teoh is a Public Health Physician who has more than 10 years experience in the area of healthcare service administration and infectious disease prevention. He was formerly an Assistant Commissioner of Public Health and served in various leadership positions in infectious disease prevention in the government service and Communicable Disease Centre, Singapore.
Prior to joining the corporate sector in 2005, Dr Teoh was the Head of a Primary Healthcare Organization in Singapore with an annual turnover of S$10 million, serving more than 200,000 patient visits annually. He is currently a Director of a Medical Department in a global healthcare organization overseeing its medical operations of several countries in Asia.
Dr Teoh is very experienced in the area of service quality and excellence in healthcare. He has personally involved in leadership position in these areas for many years in Singapore. Dr Teoh has been conducting seminars on various healthcare topics for various public and private organizations regularly in Singapore and also in the region.. His seminars are interesting and interactive as he regularly shares with the participants, many of his working experience which is very useful and relevant. He has trained many senior and junior level staff working in the highly competitive and demanding health services industry.
Dr Teoh has a Master of Medicine in Public Health and is a Fellow of Academy of Medicine, Singapore. He is an adjunct university lecturer and among the topics he teaches include Infectious Diseases and Communication Skill for Yong Loo Lin School of Medicine, NUS, SIM University and Duke-NUS Graduate Medical School. He still practices regularly as a locum emergency doctor in National University Hospital |
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Who Should Attend |
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Service sector professionals (managers, supervisors, sales representatives, service consultants, frontline staff etc.) who are involved in direct or supervisory role in delivering customer service.
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Course Details |
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Date: |
For in-house arrangements only |
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Time: |
9:00am to 5:00pm |
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Venue: |
To be arranged with NTU-CCE |
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Closing Date: |
1 January 2009 |
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Fee: |
Standard: SGD$00
Alumni: SGD$00 Group (3 & Above): SGD$00 |
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Registration fees inclusive of:
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Online Registration |
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>> CLICK HERE to Register Online
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Methods of Payment |
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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)
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Cancellation & Refund Policy |
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Written notification to
cce@ntu.edu.sg or fax: (+65) 6774 2911 at least 10 days before course commencement |
No cancellation charges
(Full refund) |
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Written notification within 4 – 9 days before course commencement |
50% of course fees
(50% refund) |
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Written notification within 3 days before course commencement |
100% of course fees
(No refund) |
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