Creating Magical Moments with Positive Phrases New

Course Code: ASKCMM

Creating Magical Moments with Positive Phrases

In our daily interactions with families, friends, colleagues, and members of the
public, all of us would certainly have experienced being the unfortunate
recipients of unpleasant verbal replies at home, at work or when we are out
and about engaging in our leisurely pursuits. By creating magical moments with positive phrases just like how a smile can light up
someone’s day, communicating unpleasant information in a more palatable
manner can transform dreary verbal exchanges into magical moments of renewed hope that is infused with positivity. In this course, participants are encouraged to share with fellow participants the common phrases that they use in their daily lives and discuss as a class if these phrases are negative, positive or neutral in nature. Participants will then be taught how to make adjustments to these phrases with an added emphasis on what not to say, to be more customer-friendly not only to customers in sales situations but also to apply these tips to communicate more empathically with fellow colleagues at work and their loved ones at home, so as to greatly improve their interpersonal relationships with everyone whom they interact with, even in challenging situations. At the end of the course, participants will be able to identify
solutions to their own unique customer situations to enrich and enliven their conversations with various stakeholders for more positive communication experiences.

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 diffcult 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

    CourseVenueMar-20Apr-20May-20Jun-20Jul-20Aug-20
    Creating Magical Moments with Positive PhrasesHotel06-08-10-

    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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