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Course Details

Handling the Needs of Challenging Customers through Effective Communication
  • Details
  • Entry Requirements
  • Schedules (Step 1)
  • Register (Step 2)
Course Duration
16 hours (2 days)
Course Fees
S$290.00/-

per pax (GST Incl.)

Venue
Main Office (Bendemeer)
72 Bendemeer Road, #03-29 Luzerne, Singapore 339941
More Information
IN-HOUSE training available (Terms and Conditions apply)

Course Objective

The objective of this training is primarily to address concerns regarding
  • Handling the needs of difficult customers
  • Poor communication
  • Poor frontline services
  • Low motivation
  • Absence of teamwork in the department
  • Conflicts at workplace resulting in low morale
This 2 days training has been divided into 2 levels of training which integrates all these concerns and will the focus on cases and scenarios.

Methodology

Workshop will include lectures, role-play, case study and simulation activities.

Who Should Attend?
  • Customer Service Staff
  • Front liners
  • PR/Admin Staff
  • Executives/Officers
Methodology

Workshop will include lectures, role-play, case study and simulation activities.

Course Content
  • What is effective communication?
  • Communication Barriers: How it has an influence in customer care?
  • Cultures: Are customers the victims?
  • The Basic Rules of Customer Service in Dealing with Difficult Customers
  • The Art of Handling the Needs of Challenging Customers
  • Looking from the Customers’ Perspective
  • A Positive Attitude in dealing with Challenging Customers
  • Individual & Teamwork: What are the differences?
Certification

Certificate will be awarded to participants who successfully complete the course and pass the assessment.
No Entry Requirements.
Classes Schedules
Week day class
DAY 1 - 2 :
16-Nov-2017 ,
17-Nov-2017
30-Nov-2017 ,
01-Dec-2017
14-Dec-2017 ,
15-Dec-2017
12-Jan-2018 ,
13-Jan-2018
09-Feb-2018 ,
10-Feb-2018
09-Mar-2018 ,
10-Mar-2018
Week end class
DAY 1 - 2 :
19-Nov-2017 ,
26-Nov-2017
24-Dec-2017 ,
25-Dec-2017
14-Jan-2018 ,
21-Jan-2018
11-Feb-2018 ,
18-Feb-2018
11-Mar-2018 ,
18-Mar-2018
Proceed to Register (Step 2)
Attendee Category
Company Details
Individual Details

» Course registration shall be applied at least 3 days in advance. Registration is based on a first-come-first-served basis. To confirm the registration, payment of the course fees must be made before the commencement date. Avanta Global Pte Ltd (Avanta) reserves the right to decline a trainee from attending the class at its sole discretion.
» Certificate/card shall be issued within 1 month from the course completion date. For WDA courses, SOA shall be ready within 3 months from the assessment completion date as per WDA’s T&Cs. No certificate/card will be issued unless full payment is received by Avanta before the course ends. An email notification will be sent once the certificate/card is ready for collection. Uncollected certificate/card within 3 months from the date of email notification will be destroyed. An administrative charge apply to re-printing of replacement certificate/card at $20/-. (Police report is required for lost certificate/card case.)
» Trainee is reminded to attend class punctually. Full course fees will still be imposed if the trainee does not attend the class without prior notice.
» If trainee is found cheating, trainee will be barred from the examination/assessment. Avanta reserves the right to take necessary actions.
» Notice of replacement or withdrawal must be made in writing to Avanta subjected to the following:
All requests are subjected to the discretion and approval of Avanta.
» Reschedule or change of course is allowed once only and is subjected to the availability of the course. An *administrative charge is applicable if the request is made 2 working days or less before the course commencement date.
» Avanta reserves the rights to cancel the course or change the course dates. Refund of full course fees is applicable if the class is cancelled by Avanta.
*Administrative charge: 10% of the course fees or S$30/- (whichever is higher)
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