Return-Path: Delivered-To: edward@transocean.com Received: from vps.transocean.com by vps.transocean.com (Dovecot) with LMTP id wQx7DU6qbVnTQgAAInt2oQ for ; Mon, 17 Jul 2017 23:27:26 -0700 Return-path: Envelope-to: edward@transocean.com Delivery-date: Mon, 17 Jul 2017 23:27:26 -0700 Received: from ninja1.hostcentral.net ([43.229.130.80]:43929) by vps.transocean.com with esmtps (TLSv1.2:ECDHE-RSA-AES256-GCM-SHA384:256) (Exim 4.89) (envelope-from ) id 1dXLyU-0004Qp-Ny for edward@transocean.com; Mon, 17 Jul 2017 23:27:26 -0700 Received: by ninja1.hostcentral.net (Postfix, from userid 0) id 2790E165B67; Tue, 18 Jul 2017 14:08:03 +0800 (SGT) To: edward@transocean.com X-PHP-Originating-Script: 10004:email.php Message-ID: <874fa187c9e2862bf39a6ca6edfdc9a5@www.sgmailrank.com> Date: Tue, 18 Jul 2017 12:20:11 +0800 From: "Customer Service" Reply-To: enquiry@sgcoursetraining.com.sg MIME-Version: 1.0 X-Mailer-LID: 55 List-Unsubscribe: X-Mailer-RecptId: 1674520 X-Mailer-SID: 169 X-Mailer-Sent-By: 2 Content-Type: multipart/alternative; charset="UTF-8"; boundary="b1_690a32c076816b069703800f626a56ad" Content-Transfer-Encoding: 8bit X-Spam-Status: Yes, score=4.2 X-Spam-Score: 42 X-Spam-Bar: ++++ X-Spam-Report: Spam detection software, running on the system "vps.transocean.com", has identified this incoming email as possible 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: Your email client cannot read this email. To view it online, please go here: http://www.sgmailrank.com/display.php?M=1674520&C=22501f56f8b1b9cdef4eac9acc5bc764&S=169&L=55&N=5 To stop receiving these emails:http://www.sgmailrank.com/unsubscribe.php?M=1674520&C=22501f56f8b1b9cdef4eac9acc5bc764&L=55&N=169 [...] Content analysis details: (4.2 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: sgmailrank.com] 0.5 RCVD_IN_SORBS_SPAM RBL: SORBS: sender is a spam source [43.229.130.80 listed in dnsbl.sorbs.net] -0.0 SPF_PASS SPF: sender matches SPF record 1.5 SUBJ_ALL_CAPS Subject is all capitals 0.0 HEADER_FROM_DIFFERENT_DOMAINS From and EnvelopeFrom 2nd level mail domains are different 0.8 MPART_ALT_DIFF BODY: HTML and text parts are different -1.9 BAYES_00 BODY: Bayes spam probability is 0 to 1% [score: 0.0025] 0.0 HTML_MESSAGE BODY: HTML included in message 1.9 RAZOR2_CF_RANGE_E8_51_100 Razor2 gives engine 8 confidence level above 50% [cf: 100] 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] X-Spam-Flag: YES Subject: ****SPAM**** HANDLING ANGRY, HOSTILE AND ABUSIVE CUSTOMERS --b1_690a32c076816b069703800f626a56ad Content-Type: text/plain; format=flowed; charset="UTF-8" Content-Transfer-Encoding: 8bit Your email client cannot read this email. To view it online, please go here: http://www.sgmailrank.com/display.php?M=1674520&C=22501f56f8b1b9cdef4eac9acc5bc764&S=169&L=55&N=5 To stop receiving these emails:http://www.sgmailrank.com/unsubscribe.php?M=1674520&C=22501f56f8b1b9cdef4eac9acc5bc764&L=55&N=169 --b1_690a32c076816b069703800f626a56ad Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: 8bit 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 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 and International Gourmet Buffet Lunch at Award winning Carousel Restaurant (Halal Certified)

Registration is on a 1st come 1st
serve basis. Register early to avoid
disappointment.
Click here for registration

For more information; please contact Jaslyn @ 9767 9686 / 6278 9785 or jaslyn@cbs.com.sg
 
   
 
Handling Angry, Hostile and Abusive Customers

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

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

COURSE OUTLINE

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

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.
 
 
 
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