Event | Singapore Manufacturing Federation

1.Great Customer Service Delivery (Face-to-Face / Telephone

-Be a Customer Service Super Star – Role Modeling the Best

-Moments of Truths – Interactions with Customer

-Customer-focused Communication & Listening Skills

-Service with your Heart – Being Passionate about Service

2.Telephone Etiquette & Manners

-Secrets to be the Best Call Professional

-Developing a Positive & Professional Image over the Phone

-Essential Telephone Etiquette & Manners

-Overcoming the Common Mistakes in handling Phone Calls

3.Handling Stressful & Difficult Service Situations

-EQ and Customer Service

-Managing Increasing Work Volume & Peak Hours

-Scenario Planning for Difficult Service Situations

-Role Plays on Managing Difficult Customers over the Phone

At the end of the programme the participants will be able to:

1.Deliver Great Customer Service to Customers

2.Understand & Improve Telephone Etiquette & Manners

3.Handle Stressful & Difficult Situations over the Telephone

Customer Focused Telephone Tactics & Etiquette