Creating Magical Moments with Positive Phrases New

Course Code: ASKCMM

Creating Magical Moments with Positive Phrases

Creating Magical Moments with Positive Phrases

Course Objectives:  By the end of this course, you will be able to:-

  • Recognise the differences between negative phrases, positive phrases and neutral phrases in customer
  • situations
  • Apply a list of customer-friendly phrases for their daily customer interactions including challenging situations
  • Analyze the common service phrases they use
  • Identify what not to say in di􀂣cult situations
  • Apply effective customer-friendly phrases during the hands-on applications on case studies provided
  • Provide solutions to their own unique customer situations with customer-friendly phrases
  • Course Dates and Venue

    Course Duration: 1 day (8 hours) 9am – 5pm

    CourseVenueJan-20Feb-20Mar-20Apr-20May-20Jun-20Jul-20
    Creating Magical Moments with Positive PhrasesHotel20-06-08-10

    September 2015

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  • Course Outline:           

    • Customer Friendly Phrases versus Negative Phrases
      • Did you “Say it Right”?  A personal assessment of what you say.  How do you rate?
      • Three Vs of Communication
      • Why the need for Customer Friendly Phrases?
      • The Power of Customer Friendly Phrases in handling customer situations
      • Tragic Words and Phrases: What not to say to customers
      • “Turn off” language
      • Forbidden phrases & Unhelpful words
      • Ten things a service staff should never say
    • Handling Customer Interactions with Customer Friendly Phrases
      • Eight ways to say “No” Positively
      • “Magic words” your customers want to hear
      • Creating positive customer perceptions
      • Diagnosis of common phrases used in face-to-face customer interactions
      • Diagnosis of common phrases used over the phone for customer interactions
      • What to say when the customer becomes verbally / physically abusive
      • How to be Customer Friendly? Helpful phrases to use…
      • Handling some common customer situations
  • Every single aspect of it as it is important to incorporate into the work aspects.” – Dina; Sengkang Hospital

Fees and Grants

$513.60 per participant (Inc. GST)

No SDF grant.

Registration

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Creating Magical Moments with Positive Phrases (ASKCMM)


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