CBS Centre for Behavioral Science. Professional Training for the Real World Thursday, 30th April 2015

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Note:
 
Companies can claim 400% tax deductions or 60% cash payout of total training expenditure under the Productivity and Innovation Credit (PIC) Scheme.

Terms and Conditions apply.

For more information, please check out IRAS website here
 
This Issue

Course Information
 
Date:   30th Apr 2015 (Thu)
Time:   9am to 5pm
Venue:   Concorde Hotel Function Room (f.k.a Le Meridien Hotel) Orchard Road
Fee :   S$450 (NETT) |
S$180(After PIC Cash)
 
Inclusive of teabreaks and lunch
 
To register, please contact Jaslyn
@ 9767 9686 / 6278 9785 or
jaslyn@cbsgroup.com.sg

Registration is on a 1st come 1st serve basis. Register early to avoid disappointment.
Click here for registration form

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Beyond 'Hello' - A Practical Guide for Excellence in Customer Care and Loyalty
 
Introduction
 
Getting and staying in touch with your customers to give them a good customer experience is a skill that every service provider would like to achieve. This would certainly help not only to bring in new customers but to maintain the business. When things turn sour, it is the duty of the service professional to please unhappy customers and manage their expectations. This training programme shows you how to achieve this in order to make an impact to the customer and your company’s profitability.
 
Course Objectives:
 
At the end of the course, participants will be able to:

  • Understand the implications of effective customer service
  • Practise the Do's and Don't's of attire, attitude and behavior to project a professional image
  • Apply service first principles and the pillars of success in service excellence
  • Identify the steps and correct practices to demonstrate memorable service, manage customer expectations and resolve problems
 
Course Outline:
 
  1. The impact of "Moments of Truth" in customer service
  2. Best practices in an "ideal service situation"
  3. Feel good about yourself - proper grooming, body language and service behaviour
  4. Who are your customers and what do they want from you?
  5. Customer behavioural pattern and the repercussions of dissatisfied customers
  6. Benefits of excellent service to you, your customers and your organisation
  7. Demonstrate courtesy, respect, consideration, empathy, and service from the heart
  8. Use positive communication to move customers into action
  9. Apply proper eye contact, smile and positive behaviour to connect with customers
  10. Listen effectively, ask relevant questions and apply problem-solving skills to convert challenging moments into sales opportunities
  11. Impress and inspire your customers to achieve trust and loyalty in the long term
  12. Summary and application back-at-work
 
Training Methodology:
 
Besides trainer input, this is going to be a highly participative hands-on training programme with plenty of discussions, group activities, case studies, and role-plays.
 
Who Should Attend:
 
Customer Service Professionals who need to provide customer satisfaction
 
Testimonials:
 
"It has been fun and insightful to learn skills which are applicable to my line of work"

- Customer Service Executive, International Hotel Chain

"Catherine was very positive and engaging and has had great experience in all aspects of this course. Perfect !

- Manager, Coca-Cola International (Thailand)

"I would like to express my heartfelt appreciation for the excellent training you had conducted for us. The workshop was engaging. fulfilling and interactive. I found it beneficial and would apply the skills learnt in the workplace"

- Sales Manager, Sony Asia Pacific
 
CBS Master 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.
 
 
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