.: Stafford & Chan: Corporate Training, Consulting & Coaching:.

Introduction

Methodology

Corporate Image & Grooming

Persuasive Presentation Skills

Customer Service

	Quality Customer Service
	6 Star Service Excellence
	Customer Contact Skills
	Projecting a Positive Corporate Image
	Telephone Techniques
	Managing Conflict
	Interpersonal Skills
	Effective Office Administration

Business & Report Writing

Interpersonal Communication

Motivation & Leadership

Language & Speaking Excellence

Team Building

Creative Thinking

Negotiation Skills

Coaching & Mentoring

Managing People for Win Win Results

Objective

Responding to the Prime Minister’s call for service excellence, the programme is designed to raise awareness and boost performance in the following service values and behaviours:

	sell with service attitude rather than vendor mentality

	uncover and create customer needs through active listening

	show passion in product presentation

	go the extra mile with a personal touch

	be creative and empathetic in dealing with complaints

	be proactive and constructive in service recoveries

Format
A 4 day programme

Contents
The programme contains four sessions of one day each. Participants may choose to attend all four sessions. They may also choose to attend any combination of session. The four sessions include:

	Six-star service intelligence
	Projecting a winning image
	Master professional phone service
	Influence your customer via writing