ASIA
Visit Our
Website at:
http://www.asiapacificevents.com
One Day Intensive
Seminar
CUSTOMER
SERVICE THROUGH THE THREE-R’S (3R’s):
RIGHT
LANGUAGE, RIGHT ETIQUETTE
19 May 2009
JW Marriott Hotel,
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Outline Fundamentals to Customer Service · Who are customers? · Why they do what they do? · Internal and external customers Doing More than the Minimum · The quality of your work · The 3 M’s of service climate · How to WOW! your customer The Irate Customer – How to Handle
Them? · Put customer complaints into
perspective · 6 steps in handling the irate
customer · 4 types of dissatisfied customers Practising Service Recovery · Apology / Empathy / Sense of
urgency · Checking available options · Choosing the right option / Quick
follow-up Etiquette · First impressions / Meetings and
greetings · Business etiquette vs Social etiquette · Professional behaviour · Deportment – posture, sitting and
walking Projecting a Professional Image · Professional image vs Personal Image · Grooming standards: projecting the
desired corporate image · Identifying body types / Psychology
of colour Introduction to Body Language · “Gestures” / Body talk · Facial and eyes expressions · Territories and zones · Hand gestures and arm barriers /
Leg barriers · Common gestures and actions · Mirroring / Body pointers Personality Traits · Identifying individual
characteristics · Advantages and disadvantages of
each personality trait · Effective communication through
understanding the different personalities |
Conducted
by Distinguished Speaker: Ms. Zarina Zainal A Mass
Communication graduate majoring in Public Relations, Ms. Zarina
Zainal has vast experience in the hospitality industry and in the corporate
world. She has more than 13 years experience in both Hospitality and Public
Relations. She
began her working career with the multinational 5-star hotel chain. After
gaining much knowledge and experience in quality hospitality service, she
took to the skies with Malaysia Airlines. Her
stint in the corporate world began in 1997 and due to her corporate flair,
well found knowledge and focused commitment, she rose up the ranks in 5 years
to hold the post of Head of Corporate Services with a local subsidiary of |
REGISTRATION
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(Registration and Payment by 4 May
2009)
The above fees includes of lunch/tea-breaks/valuable seminar materials
& certificate Crossed Cheque/Bank
Draft payable to Mailing Address: B-2-9A, Contact Person: Ms. Erna / Cik Nadiah
/ Ms. Chin Tel:
03-2162 6828 Fax: 03-2162 7828 / 03-2163 7828 Email: apd@po.jaring.my Website:
http://www.asiapacificevents.com Full Name: Dr./Mr./Ms.
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Contact Person: ___________________________ Cancellations & Transfers: If you are unable to
attend, a substitute candidate(s) is welcome at no extra charge. Please
provide the name and position of the substitute delegate at least 2 days
prior to the seminar. A full refund less 25% administrative charge will be
made for cancellation received in writing 2 weeks prior to the seminar. A 50%
refund will be given for cancellation received 1 week prior to the seminar.
Regrettably, no refund can be made for cancellation 3 days before the seminar.
If registration is confirmed, a 25% administrative charge will be incurred
for non-attendance. The organizer
reserves the right to change speakers/or modify the programme content without
prior notice. |
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