Coping with Internal and External Customers
- Dealing with Unhappy Customers and Colleagues more Effectively
Every company will experience complaints and problems made by demanding customers both internally and externally. No wonder those service providers who handle such issues effectively will stand out well. They will be able to salvage from loss of trust and goodwill; eventually win back the customers and of course, win back the co-operation and business. This course presents the techniques and tools to communicate and influence both internal and external customers when service personnel do not know how to meet customers- needs and expectations and yet have to deliver customer satisfaction.
At the end of the course, participants will be able to:
- Understand people and the way they behave
- Present the pillars of successful service
- Take criticism and give constructive criticism positively and confidently
- Handle difficult people and the sensitive situations better
- Handle emotions such as anger and stress more effectively
- Understanding people’s behavior and thinking
- Conflicts resolutions in a Win-Win manner
- Managing own anger and stress
- Managing others’ anger and stress
- Effective communication and response
- Working with assertiveness
- Effective team spirit in problem-solving and decision-making
- Getting the most out of your relationship with others
WHO SHOULD ATTEND?
Managers, Executives, Supervisors and Staff members.
“Excellent course. Great delivery and trainer was concise and succinct during the presentation. High level key values that make an impact rather than minute details which would be forgotten or lost over time. Thanks, Catherine.”
– Manager, Republic Poly
“Interesting trainer, able to capture the attention of the class and spice up the atmosphere for conducive learning. It was excellent, and I highly appreciate it.”
– Executive, Ministry of Home Affairs
“I found Catherine to be extremely confident, patient, and knowledgeable. I learned many things from this course which will be useful for me in my everyday dealings.”
– Customer Service Manager, MSIG
ABOUT THE TRAINER
Catherine Syn has conducted both public and in-company seminars and workshops in Secretarial & Office Administrative Practices, Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation’s training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.
Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.
Among the many companies she has provided training for, some of them are: Ritz Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, Sony Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua Primary School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, Etiqa, Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, Senoko Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, German Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips Singapore, Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, A-Star, Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM Services, Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, Hunting Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Maldives International Airport and MNCs in China.