Creating Magical Moments with Positive Phrases New

Course Code: ASKCMM

Creating Magical Moments with Positive Phrases

In our daily interactions, many of us have at some point in time been on the receiving end of  unpleasant verbal replies. Just like how a smile can light up someone’s day, communicating unpleasant information with positive phrases can transform verbal exchanges into magical moments of positivity.

In our 1-day ‘Creating Magical Moments with Positive Phrases’ Workshop, we will teach you how to transform your everyday conversations with others into delightful interactions.

 

Creating Magical Moments with Positive Phrases

 

Participants will first learn how to identify common phrases that are ‘forbidden’ and unhelpful. They will then be guided to recognize magical words and phrases that can lighten up someone else’s day to create solutions to their own unique customer situations for more positive communication experiences.

Course Objectives – Creating Magical Moments with Positive Phrases

By the end of the course, you would be able to:

  • Recognize the differences between negative, neutral and positive phrases in customer situations
  • Apply a list of customer-friendly phrases for your daily customer interactions including challenging situations
  • Analyze the common service phrases you use
  • Identify what not to say in difficult situations
  • Apply effective customer-friendly phrases during the hands-on applications on case studies provided
  • Create solutions to your own unique customer situations with customer-friendly phrases

 

Participants can also consider attending the Persuasive Communication for Leaders course and Speaking and Presenting with Confidence course to further enhance the impact of their speeches when speaking and presenting at work.

  • Course Dates and Venue

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

    CourseVenueAug-20Sep-20Oct-20Nov-20Dec-20
    Creating Magical Moments with Positive PhrasesHotel-04-27-

    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)


All registration should be submitted at least 1 week before course commencement. Please call us directly to check on the class status.

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