Customer Service > Managing Customer Engagement Professionally
Functional Managers and Executives who are involved in managing customers either in a supportive, managerial or operational capacity and team members who deal with customers It provides insight into common models of customer engagement, and shows how to determine and prioritise requirements. You will learn the importance of establishing appropriate performance measures to monitor and review in managing customers and discuss common problems, such as dealing with conflict, communications roadblocks and resistance to change
This stimulating program will maximize understanding and learning through lectures, discussions case studies and practical activities.
MODULE 1 – WHAT AN ATTITUDE: WHERE SERVICE EXCELLENCE STARTS
MODULE 2: COMMUNICATIONS TECHNIQUES
MODULE 3: EFFECTIVE COMMUNICATION – HOW TO IMPROVE RESPONSE RATE
MODULE 4: DEALING WITH COMPLAINTS
MODULE 5 THE INTERPERSONAL SKILLS OF INFLUENCING, PERSUADING & NEGOTIATING
4.5
Anita has intense dedication towards improving personal and organizational performances. With a track record of 9 years in the corporate sector, Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is a certified NLP Practitioner who believes one needs to be able to communicate with and influence oneself, family, friends, colleagues or clients. She believes that professionally, everyone needs to understand how important it is to be able to make oneself understood and to influence effectively. It takes a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels.
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RRP RM2,860/DAY SAVE RM861
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