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  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

The programme equips frontline service staff to practice a customer-oriented communication style:
 
Master a flexible style to focus in the service process
Speak the service language
Empathise with customers’ needs
Negotiate for win-win results
Network with customers for loyalty

 

 
  Format
A 1 day or 2 day programme

Contents
Customer perception of the expected level of service
Three Cs of service excellence
Verbal versus non-verbal communication
Up front image
Meeting and greeting
Courtesy
Developing rapport with challenging customers
Positive attitude
Role-plays