Customer Service & Positive Communication Seminar @ Klang Valley

 

Aspire Training is pleased to offer the following courses which are both highly practical and interactive.

 

 

 1.   Customer Service and Telephone Communication Skills

          24^th & 25^th November 2008 – Shah's Village Hotel, PJ

 

 2. Developing Positive Verbal Communication

          26^th  &  27^th  November 2008 – Shah's Village Hotel, PJ

 

Course 1: Customer Service and Telephone Communication Skills

 

24th & 25^th November – Shah's Village Hotel, PJ

 

Course aims

 

To enable participants to develop their customer service and telephone communication skills so they can provide  friendly, effective service to clients, as well as make significant contributions toward achieving business objectives.

 

Course Outline

 

Day 1

 

Excellence in Customer Service

 

• The philosophy
• How to be customer focused
• Learning to promote a positive service culture
• Group discussion

 

The dynamics of effective communication

 

• How to ensure positive customer interactions
• Effective two-way interpersonal communication
• Professional customer service image
• Avoid language that could send a negative image
• Provide feedback effectively
• Be assertive

 

 

 

Nonverbal communication in customer service

 

• Potential impact on customers
• Use nonverbal cues to achieve customer satisfaction
• Advantages of customer-focused behavior
• Project a customer-focused image
• Role-play

 

Listening to the customer

 

• Steps in the listening process
• Improve listening ability
• Create relationships with customers through effective listening
• How to respond to customer problems
• Role-play

 

 

DAY 2

 

Projecting Your Telephone Image

 

• Understanding and assessing the impact you make over the telephone

• Making a positive impression
• Scripting a call
• Smile/Attitude

 

Becoming aware of vocal tones

 

• Monitoring your voice tone

• Voice assessment
• Voice inflection
• Volume and rate of speech
• Tone/Pitch
• Practice

 

Effective telephone techniques

 

• Active listening
• Probing techniques
• Word list to AVOID
• Have the right attitude
• Practice

 

 

 

Listening over the phone

 

• Listen for subtle messages
• Give the listener alternatives
• How to close your call

 

Managing customer behavior

 

• Assertive/Demanding customers
• Angry customers
• Passive customers
• Talkative customers
• Role-play

 

Who Should Attend

 

Receptionists, Customer Service, Call Centre and Sales/Marketing personnel, Telephone Operators and all other staff who interact with customers on a regular basis.

 

Methodology

 

Lectures, Group Discussions, Workshops, Role-plays and Class exercises.

 

 

Course Fees – RM880

(Claimable via SBL Scheme)

"Register 3 persons, gain 1 Free Participation"

 

For Registration or In-house Training:

 

Call Miss Navis at:  016-3435080

                         Fax:  03-33734326

                      Email:  ecogreen_resources@yahoo.com

 

 

 

 

 

 

 

Course 2: Developing Positive Verbal Communication

 

26^th & 27^th November 2008 – Shah's Village Hotel, PJ

 

Course aims

 

 This course will enable participants to express themselves more effectively, have more influence with their colleagues and business associates and be more confident when dealing with others.

 

Course Outline

 

DAY 1

 

How to Develop Positive Verbal Communication

 

• Three Basic Behavior Styles
• Can I Change My Behavior?

 

 

Ensure Successful Change

 

• The Five Steps for Successful Change
• Am I Using the Right Maps?
• Self-Fulfilling Prophecy
• Positive Mental Imagery
• Programming Yourself for Success

 

 

The Emotional Part of Assertiveness

 

• The Emotions of Assertiveness
• Choice and Win-Win Relationships
• Talking About Feelings

 

 

Changing Your Behaviors

 

• Choosing Positive Words
• Body-Language Signals
• Stop Signs and Green Lights

 

 

 

 

 

 

DAY 2

 

 

Expanding Your Assertiveness

 

• Four Assertive Styles
• Sending Assertive Messages
• Identifying Styles to Enhance Communication

 

 

Assertive Power Steps

 

• Repeat the Question or Statement
• Command, Don't Ask
• Add Emotion
• Introduce Consequences

 

 

Assertive Confrontation

 

• Defining the Problem
• Five Tools for Successful Confrontation
• Active Listening

 

 

Positive Verbal Communication

 

• Positive Words or Phrases
• Words and Phrases that Build Customer Relationships
• A Positive Approach Leads to Positive Results
• Examples

 

 

Goals for Positive Verbal Communication

 

• Goals for the Present and Future
• Giving Yourself Credit for Success

 

 

 

 

 

 

 

 Who Should Attend

 

Executives, Officers, Supervisors, Secretaries, Clerks, Front-Line Personnel and all who want to develop and enhance interpersonal communication.

 

Methodology

 

Lectures, Group Discussions, Workshops and Class exercises

 

Course Fees – RM880

(Claimable via SBL Scheme)

"Register 3 persons, gain 1 Free Participation"

 

For Registration or In-house Training:

 

                        Call Miss Navis at: 016-3435080      

                         Fax:  03-33734326

                         Email Miss Navis at:  ecogreen_resources@yahoo.com

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

REGISTRATION FORM

 

(Please write down the chosen course(s): ………………………………..)

          Program Schedule

8.30 a.m.        (First day only)                  Registration

9.00                 – 10.30 a.m.                             Course begins

10.30 a.m.      – 10.45 a.m.                             Morning coffee

10.45 a.m.      – 1.00 p.m.                              Course resumes

1.00 p.m.        – 2.00 p.m.                              Lunch break

2.00 p.m.        – 3.30 p.m.                              Course resumes

3.30 p.m.        – 3.45 p.m.                              Afternoon tea

3.45 p.m.        – 5.00 p.m.                              Course resumes

5.00 p.m.                                          Course ends

 

 

Company name: …………………………………………………………………..

 

Address: …………………………………………………………………………..

 

Tel: ……………..        Fax: ……………    E-mail: ………………………………

 

Contact Person: …………………………………….  Position: ………………….

 

Name of Participant                                            NRIC                            Position

 

…………………………….                ………………………            ……………….

 

…………………………….               ………………………            ……………….

 

…………………………….                ………………………            ……………….

 

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 Acceptance is on First-come, First-served basis. There are 15 seats available for each course.

Written Cancellation:

Registration cancelled 7 days prior to the event is subject to a RM100 service charge.  There will be no refunds for notice received less than 7 days prior to the event.  A substitute staff can

join in at no extra cost.

All registrations must be accompanied with payment.

All cheques should be crossed "A/C Payee" and made payable to "Aspire Training and Consultancy"

(Fee is inclusive of morning coffee, lunch and afternoon tea, course materials and certificates of attendance)

                        Aspire Training and Consultancy  (SA0007854-D)

     No. 43-B, Jalan Sri Sarawak 20A, Taman Sri Andalas, 41200 Klang,Selangor DE.

                               Fax: 03-33734326 H/P: 016-3435080    Email: ecogreen_resources@yahoo.com

                      

 

                      ASPIRE TRAINING AND CONSULTANCY  

 

          TRAINER PROFILE

 

                             GETRUDE JOHNSON

 

 

She holds a Master's degree from the University of Bath, United Kingdom and a Bachelor's degree from the Royal Melbourne Institute of Technology, Australia.  Over the past years, she has been actively involved in conducting corporate training courses in communication and management.  Courses she has conducted include Speak with Confidence, Developing Positive Verbal Communication, Telephone Handling Skills, Communication Skills in Debt Collection, Developing Assertiveness, Speaking and Writing Skills in Business and Time Management Techniques amongst others.

 

She is an experienced lecturer and trainer having taught at Stamford College and Systematic in various areas such as International Business, Business Management and Business Communication.  Prior to training and lecturing, she worked with a large International Bank for 15 years.  She won the 'Great Performer Award' twice whilst serving in the banking industry.  She has conducted numerous product presentations for customers and is very proficient in her ability to communicate and manage customers effectively.

 

She possesses excellent communication and presentation skills together with strong interpersonal skills with the ability to lead and motivate others.  She is a versatile, innovative and a dynamic trainer who has the ability to motivate participants to further develop themselves.  Participants who have attended her programmes are from KUB Malaysia Berhad, UNIKL – MIAT, Hakimi & Associates Sdn Bhd, TM Net Sdn Bhd, Watertec (M) Sdn Bhd, Malaysian Institute of Accountants, PPSC Industries Sdn Bhd, Alliance Teamwork Marketing Sdn Bhd, Business Formula (M) Sdn Bhd and The Coronade Hotel Kuala Lumpur amongst others.  

 

 

Aspire Training and Consultancy  (SA0007854-D)

            No. 43-B, Jalan Sri Sarawak 20A, Taman Sri Andalas, 41200 Klang, Selangor DE.

                               Fax: 03-33734326 H/P: 016-3435080    Email: ecogreen_resources@yahoo.com

 

 

 

 

 

 

 

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