Neutonlab’s Customer Service Coaching
Course Objectives
The objectives of the course focuses on the essential knowledge of delivering reliable customer service, the understanding of personal behaviours and how these relate to service delivery. Key areas includes:
- The Role of Customer Service
- Delivering Reliable Service
- Communicating Directly with Customers
- Dealing with Customer Complaints
As a result of this training:
You will have time to absorb what you've learned, allow you to practice and perfect your professional skills under the guidance of the service coach, and role play will be conducted to perfect your people handling techniques. At the conclusion of this training you will be better able to:
- Identify your customers and their expectations
- Adopt positive steps to excellent customer service
- Deliver better communication in the service delivery process
- Project a professional first impression
- Making the most of your voice
- Building a 2-way rapport with customers and your company
- Master active listening and questioning skills
- Gain confidence from complaints and difficult customers
- Provide tactful attention to customer
- Benefit from great service rendered
- Remain composed during challenging situations
- Recognize and adapt to specific customer behavior styles
- Measure customer satisfaction levels and take corrective action if needed
- Learn techniques for dealing with angry or upset customers
- Develop a personal action plan to improve customer service skills
Certification recognition:
Upon successful attempt of the LCCI International Qualifications, you will receive a professional certificate recognised by a wide variety of educational institutions and commercial organisations around the world. You can use the qualifications to support your applications to higher education institutions, professional bodies and public and private sector employers.
Who should attend?
Anyone who wish to become Customer Service Officers, Business Development Executive, Tourism or Hospitality Relations Officers and Public Relations Officers.
Training Duration / Venue
45 hours contact hours, on weekdays or weeknights
Neutonlab Education Centre
122 Middle Road Midlink Plaza #05-01 Singapore 188973
Course Objectives
- Handling Incoming Calls Effectively
- Making outgoing sales calls
- Vocal Techniques
- Practicing Effective Listening
- Discover How to handle Complaints
- Actions associated with call handling
- Follow-up actions to call handling
- The Principles of Customer Service and Customer Relationship
- Maintaining individual performance and quality standards
- Shaping Your Attitude
As a result of this training:
You will have time to absorb what you've learned, allow you to practice and perfect your new skills under the guidance of the trainer, and role play will be conducted to perfect your call handling techniques. At the conclusion of this training you will be better able to:
- Understand Importance of the Telephone to Your Organisation
- Learn to Understand the Customer's Needs
- Telephone Statements You Must Avoid
- Handle Calls Professionally and Effectively the first Time
- Understand the Impact of Your Attitude
- Turn difficult Caller into Delighted Customer
- Deal with Job stress, Angry Callers, and Upset Customers
- Create a Self-Improvement Plan for better Service
Certification recognition:
Upon successful attempt of the LCCI International Qualifications, you will receive a professional certificate recognised by a wide variety of educational institutions and commercial organisations around the world. You can use the qualifications to support your applications to higher education institutions, professional bodies and public and private sector employers.
Who should attend?
Anyone who wish to become Contact Centre Officers, Helpdesk Executives, Customer Acquisition Officers and back office Customer Relations Officers.
Training Duration / Venue
45 hours contact hours, on weekdays or weeknights
Neutonlab Education Centre
122 Middle Road Midlink Plaza #05-01 Singapore 188973
Course Objectives
This program is for you if your work requires you to be in extensive contact with communication, write and understand business correspondence and also give complex instructions and explanations.
At the end of this program, you will be able to write apt and accurate English and choose the tone, form, layout, content and composition appropriate to the requirements of the situation.
You will learn to write:
- Business letters
- Business reports
- Memos
- Company leaflets
- Company notices
- Business-related articles
- Lists and/or structured notes
As a result of this training:
You will be able to write more expressively yet showing tact and sensitivity in different forms of communication matters.
- Write with ease while under deadline pressure
- Organize your thoughts clearly
- Use powerful, compelling language to present your ideas
- Boost your working knowledge of grammar, punctuation, spelling and phrasing
- Write creatively for a broad range of documents
- Apply professional writing styles and will be error-free
- Writers will use the platinum rule
Certification recognition:
Upon successful attempt of the LCCI International Qualifications, you will receive a professional certificate recognised by a wide variety of educational institutions and commercial organisations around the world. You can use the qualifications to support your applications to higher education institutions, professional bodies and public and private sector employers.
Who should attend?
Anyone who wish to become Customer Service Officers, Business Development Executive, Tourism or Hospitality Relations Officers and Public Relations Officers.
Training Duration / Venue
45 hours contact hours, on weekdays or weeknights
Neutonlab Education Centre
122 Middle Road Midlink Plaza #05-01 Singapore 188973
Course Objectives
- How to Deal with Public Speaking Fear
- Designing a Super Presentation Outline/Text for Effective Delivery
- Integrating Vocal Variety, Non-Verbal and Body Language Skills for Maximum Delivery Effectiveness
- Adding Humor to Liven the Presentation
- Secrets of Masterful Story Telling To Add Spice to Your Presentation
- Preparation and Practice
- What Is A Successful Meeting?
- Preparation Essentials
- Agenda That Works
- Chairmanship Mastery
- Meeting Dynamics
- Group Participation
- Meeting Manners
- Secrets of Successful Negotiation
- Dealing With Different Personality Types
- Negotiation Case Studies
- Practice Negotiation and Action Plan
As a result of this training:
You will be able to organise highly effective meetings and achieve results from actions born out of ideas generated in well-managed meetings. Gain useful management key skills that will lead and communicate well with executives and managers. Learn the techniques and process that enable you to inspire, motivate and persuade team members, customers and any audience. This program will empower you in 3 critical aspects of a good meeting including presentation, negotiation and meeting skills.
Certification recognition:
Upon successful attempt of the LCCI International Qualifications, you will receive a professional certificate recognised by a wide variety of educational institutions and commercial organisations around the world. You can use the qualifications to support your applications to higher education institutions, professional bodies and public and private sector employers.
Who should attend?
Anyone who wish to enhance their personal people handling skills or anyone wishing to work to become Administration Officers, Sales Executives, Business Development Managers, Marketing and Advertising Executives.
Training Duration / Venue
45 hours contact hours, on weekdays or weeknights
Neutonlab Education Centre
122 Middle Road Midlink Plaza #05-01 Singapore 188973
