Creating Magical Moments with Positive Phrases New

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

Course Venue Jan-20 Feb-20 Mar-20 Apr-20 May-20 Jun-20 Jul-20

Creating Magical Moments with Positive Phrases Hotel 20 - 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