Return-Path: Delivered-To: edward@transocean.com Received: from vps.transocean.com by vps.transocean.com (Dovecot) with LMTP id cd7fOqq3a1mDOAAAInt2oQ for ; Sun, 16 Jul 2017 11:59:55 -0700 Return-path: Envelope-to: edward@transocean.com Delivery-date: Sun, 16 Jul 2017 11:59:55 -0700 Received: from mail11.cbsgroup.com.sg ([103.237.143.234]:48310) by vps.transocean.com with esmtps (TLSv1.2:ECDHE-RSA-AES256-GCM-SHA384:256) (Exim 4.89) (envelope-from ) id 1dWolZ-0003jz-Pc for edward@transocean.com; Sun, 16 Jul 2017 11:59:54 -0700 Received: from CBS (unknown [122.11.132.20]) by mail11.cbsgroup.com.sg (Postfix) with ESMTPA id D9066145621 for ; Sun, 16 Jul 2017 14:58:56 -0400 (EDT) Reply-To: Message-ID: <2732db38d26c3733650e8cfb00224dca@new.newlearning.com.sg> From: To: Subject: =?windows-1252?Q?Practical_Tips_and_Techniques_to_deal_with_angry_customers?= Date: Sun, 16 Jul 2017 18:08:31 +0800 MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="205f01ccbdf20207c0b0edcf4e383" X-Spam-Status: No, score=2.9 X-Spam-Score: 29 X-Spam-Bar: ++ X-Ham-Report: Spam detection software, running on the system "vps.transocean.com", has NOT identified this incoming email as spam. The original message has been attached to this so you can view it or label similar future email. If you have any questions, see root\@localhost for details. Content preview: CBS Group: Handling Angry, Hostile and Abusive Customers     [...] Content analysis details: (2.9 points, 3.0 required) pts rule name description ---- ---------------------- -------------------------------------------------- 0.0 URIBL_BLOCKED ADMINISTRATOR NOTICE: The query to URIBL was blocked. See http://wiki.apache.org/spamassassin/DnsBlocklists#dnsbl-block for more information. [URIs: cbs.com.sg] 1.5 DATE_IN_PAST_06_12 Date: is 6 to 12 hours before Received: date 0.0 T_SPF_TEMPERROR SPF: test of record failed (temperror) -1.9 BAYES_00 BODY: Bayes spam probability is 0 to 1% [score: 0.0006] 0.0 HTML_MESSAGE BODY: HTML included in message 0.9 RAZOR2_CHECK Listed in Razor2 (http://razor.sf.net/) 0.5 RAZOR2_CF_RANGE_51_100 Razor2 gives confidence level above 50% [cf: 100] 1.9 RAZOR2_CF_RANGE_E8_51_100 Razor2 gives engine 8 confidence level above 50% [cf: 100] X-Spam-Flag: NO --205f01ccbdf20207c0b0edcf4e383 Content-Type: text/plain; charset="windows-1252" Content-Transfer-Encoding: quoted-printable CBS Group: Handling Angry, Hostile and Abusive Customers =A0 =20 =A0 =A0 =A0 =A0 =A0 =20 =A0 Note: =A0 Companies can claim 400% tax deductions or 40% cash payout of total = training=20 expenditure under the Productivity and Innovation Credit (PIC) Scheme=2E Terms and Conditions apply=2E For more information, please check out IRAS website Course Information Date: =A0 1 Aug 2017, Tue Time: =A0 9 am to 5 pm Venue: =A0 Royal Plaza on Scotts Singapore Hotel 25 Scotts Road Singapore 228220 Fee : =A0 S$ 500 (Nett) S$ 300 (After PIC Grant of 40%)Including Tea = breaks and=20 International Gourmet Buffet Lunch at Award winning Carousel Restaurant = (Halal=20 Certified)Registration is on a 1st come 1st serve basis. Register early to avoiddisappointment.Click here for = registration=20 For more information; please contact Jaslyn @ 9767 9686 / 6278 9785 or = jaslyn@cbsgroup.com.sg =A0 =A0 =A0 =20 =A0 Handling Angry, Hostile and Abusive Customers - Learn Practical Tips and Techniques to deal with these difficult = situations=20 in a calm & assertive way =A0 INTRODUCTION In every type of business we are providing, we are bound to encounter = irate,=20 demanding and unreasonable customers. Service providers can well = appreciate=20 that it is never pleasant to handle irate or irrational customers, even = though=20 they know it is important to keep customers happy and satisfied=2E This course will impart to your staff the skills of how to handle = difficult=20 customer-situations confidently and resolve their complaints effectively, = either=20 over the counter or on the phone. If you have the ability to practise = these=20 valuable communication and problem-solving skills to handle each and = every=20 difficult customer, we will be able to turn most of the challenging = moments=20 into opportunities.WORKSHOP OBJECTIVES At the end of the course, participants will be able to: =95 Understand customer needs and know what causes people to be difficult = and=20 understand if customers are actually difficult.=20 =95 Manage your own negative feelings when dealing with difficult = customers.=20 =95 Apply effective strategies to manage difficult customer-situations=2E COURSE OUTLINE=20 1. Demonstrating the "Moments Of Magic" in customer service.=20 2. Appreciating customer responses and behavioral patterns.=20 3. Who are the difficult customers and what makes them difficult?=20 4. Understanding the nature of customer complaints and customers' needs.=20 5. Identify their needs, problems and how to solve them.=20 6. Why are customers angry and what are they unhappy about?=20 7. Reactions of unhappy customers.=20 8. How not to take customers' wrath and negative emotions personally?=20 9. Be part of the solution, not part of the problem - turning anger into = appreciation.=20 10. Handling angry customers and their emotions - connect and empathise.=20 11. Techniques of defusing anger and the tense situation.=20 12. Listening and responding skills in managing anger.=20 13. Using positive communication and =E2=80=9Ccustomer-benefit=E2=80=9D = statements.=20 14. Handling complaints skillfully using structured approaches, = techniques, effective=20 communication and problem-solving skills.=20 15. Summary and application back-at-work=2E TRAINING METHODOLOGYThis is a highly participative adult-focused training = programme=20 with plenty of discussions, group activities, case studies, role-plays, = games,=20 quizzes, video presentations and question/answer/feedback sessions.WHO = SHOULD=20 ATTEND?Service professionals who have to communicate and interact with = customers=20 either face-to-face or over the telephone.TESTIMONIALS "We are delighted to have attended your training. Your good understanding = of=20 our work context and the interesting ways which you delivered the = important=20 messages attracted the our attention and learning. The value-added = service=20 pointers gave us a firm foundation to model and learn from." - Manager, Nanyang Polytechnic=20 "The knowledge and skills shared were greatly appreciated and I could = better=20 equip myself in managing their difficult customers situations more = confidently.=20 I believe I can bring service to the next level after attending this = course." - Customer Service Executive, Loreal=20 "The case studies, examples and service role playing are very applicable = to=20 our line of work. Catherine understands our job nature well and is able = to=20 provide practical skills for us to apply in our daily work." - Customer Service Manager, Mobile One ABOUT THE TRAINER Catherine Syn has conducted both public and in-company seminars and = workshops=20 in Secretarial & Office Administrative Practices, Business = Correspondence,=20 Report, Proposal and Minutes Writing, Customer Service, Handling = Complaints=20 & The Difficult Customer, Teambuilding, Time & Stress Management, = Communication=20 & Relationship Management. She has been working closely with individual = client=20 companies on the development and design of training programmes to their = specific=20 organisation's training and developmental needs. An approved lecturer = with=20 the Singapore Ministry of Education, Catherine studied Business in = Australia,=20 was a Corporate Member of the Institute Of Administrative Management = (U.K.)=20 and a WDA ACTA certified trainer for WSQ courses including Certified = Service=20 Professional. She has held the positions of Executive, Manager, Corporate = Trainer=20 and Consultant for the past three decades=2E Since 1990, she has been training management professionals, managers, = executives,=20 secretarial, administrative, front-line sales, engineering, operations = and=20 service staff of both public and private sectors in Singapore, ASEAN and = China.=20 As an experienced trainer, she has successfully applied service qualities = principles=20 and competency assessments in all her communication courses in the areas = of=20 business writing, face-to-face communication, customer service, managing = difficult=20 customer-situations using effective interpersonal, communication and = problem-solving=20 skills. A versatile and bi-lingual trainer, she relates well to all = participants=20 and has excellent delivery and presentation skills that meet the = motivational=20 needs of each and every participant=2E Among the many companies she has provided training for, some of them are: = Ritz=20 Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, = Sony=20 Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua = Primary=20 School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, = Etiqa,=20 Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, = Senoko=20 Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, = German=20 Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips = Singapore,=20 Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, = Traffic=20 Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, = A-Star,=20 Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, = Schenker,=20 Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, = ABB=20 Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM = Services,=20 Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer = Singapore,=20 ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, = Hunting=20 Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, = Malayan=20 Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, = Maldives=20 International Airport and MNCs in China. =A0 =A0 =A0 If you no longer wish to receive our emails - please reply "unsubscribe" = Thank you --205f01ccbdf20207c0b0edcf4e383 Content-Type: text/html; charset="windows-1252" Content-Transfer-Encoding: quoted-printable =EF=BB=BF =20 CBS Group: Handling Angry, Hostile and Abusive Customers
 
 
   
 
 
 
Note:
 
Companies can claim 400% tax deductions or 40% = cash payout of total training expenditure under the Productivity and = Innovation Credit (PIC) Scheme.

Terms and Conditions apply.

For more information, please=20 check out IRAS website
Course Information
Date:   1 Aug 2017, Tue
Time:   9 am to 5 pm
Venue:   Royal Plaza on Scotts Singapore Hotel
= 25 Scotts Road
Singapore 228220
Fee :   S$ 500 (Nett) S$ 300 (After PIC Grant of 40%)
Including Tea = breaks=20 and International Gourmet Buffet Lunch at = Award=20 winning Carousel Restaurant (Halal=20 Certified) Registration is on a 1st come 1st
serve = basis. Register early to avoiddisappointment. Click here for registration
For more information; please contact Jaslyn @ 9767 9686 / 6278 9785 = or jaslyn@cbsgroup.com.sg
 
   
 
Handling Angry,=20 Hostile and Abusive Customers =

- Learn Practical Tips and Techniques to = deal with these difficult situations in a calm & assertive way

=20
 

INTRODUCTION

In every type of business we are providing, we are bound to encounter = irate, demanding and unreasonable customers. Service providers can well = appreciate that it is never pleasant to handle irate or irrational = customers, even though they know it is important to keep customers happy = and satisfied.

This course will impart to your staff the skills of how to handle = difficult customer-situations confidently and resolve their complaints = effectively, either over the counter or on the phone. If you have the = ability to practise these valuable communication and problem-solving = skills to handle each and every difficult customer, we will be able to = turn most of the challenging moments into opportunities.

WORKSHOP OBJECTIVES

At the end of the course, participants will = be able to:

  • Understand customer=20 needs and know what causes people to be=20 difficult and understand if customers are=20 actually difficult.=20 =20
  • Manage your own=20 negative feelings when dealing with = difficult=20 customers.=20 =20
  • Apply effective strategies to manage difficult = customer-situations.

COURSE OUTLINE

  1. Demonstrating the=20 "Moments Of Magic" in customer service.=20 =20
  2. Appreciating customer=20 responses and behavioral patterns.=20 =20
  3. Who are the difficult=20 customers and what makes them difficult?=20 =20
  4. Understanding the=20 nature of customer complaints and = customers'=20 needs.=20 =20
  5. Identify their needs,=20 problems and how to solve them.=20 =20
  6. Why are customers angry=20 and what are they unhappy about?=20 =20
  7. Reactions of unhappy=20 customers.=20 =20
  8. How not to take=20 customers' wrath and negative emotions=20 personally?=20 =20
  9. Be part of the=20 solution, not part of the problem - = turning=20 anger into appreciation.=20 =20
  10. Handling angry=20 customers and their emotions - connect = and=20 empathise.=20 =20
  11. Techniques of defusing=20 anger and the tense situation.=20 =20
  12. Listening and=20 responding skills in managing anger.=20 =20
  13. Using positive=20 communication and = =E2=80=9Ccustomer-benefit=E2=80=9D=20 statements.=20 =20
  14. Handling complaints=20 skillfully using structured approaches,=20 techniques, effective communication and=20 problem-solving skills.=20 =20
  15. Summary and application back-at-work.

TRAINING METHODOLOGY

This is a highly participative adult-focused = training programme with plenty of discussions, group activities, case = studies, role-plays, games, quizzes, video presentations and = question/answer/feedback sessions.

WHO SHOULD ATTEND?

Service professionals who have to communicate = and interact with customers either face-to-face or over the telephone.

TESTIMONIALS

"We are delighted to have attended your = training. Your good understanding of our work context and the interesting = ways which you delivered the important messages attracted the our = attention and learning. The value-added service pointers gave us a firm = foundation to model and learn from."
- Manager, Nanyang Polytechnic

"The knowledge and skills shared were greatly appreciated and I = could better equip myself in managing their difficult customers situations = more confidently. I believe I can bring service to the next level after = attending this course."
- Customer Service Executive, Loreal

"The case studies, examples and service role playing are very = applicable to our line of work. Catherine understands our job nature well = and is able to provide practical skills for us to apply in our daily = work."
- Customer Service Manager, Mobile One

ABOUT THE TRAINER

3D"photo_catherinesyn"

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.
 
 
 

If=20 you no longer wish to receive our emails - please reply=20 = "= unsubscribe" Thank=20 = you= <= /span>=

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