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
12 May 2010
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. A Mass
Communication graduate majoring in Public Relations, Ms. 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 |
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& certificate Crossed Cheque/Bank
Draft payable to Mailing Address: B-2-9A, Contact Person: Ms. Erna / Ms. Ai Wen / 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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