Customer Service through Better Communication (1 day)
  1. Enrol Now:
  2. 22 Nov 21

Customer Service through Better Communication (1 day)


Public Workshops: Cantonese with English Workbook
In-house Workshops: 社內培訓可選用粵語普通話授課

Introduction

This customer service training workshop gives you the skills you need to communicate professionally, gain respect and enhance customer relationships. You will use various communication techniques to secure an overall competitive advantage by ensuring customer satisfaction and strengthened customer loyalty.  You will learn how to use positive phrases, ask the right questions and avoid verbal tics during your conversations with customers to project a professional image of yourself and your company.

What our Participants say:

"Very worthwhile to join. It applies to my entire life; not just working life. Thanks for letting me know the good communication skills; which is very important"

... Calyx Chan, International SOS (HK) Limited
Customer Service through Better Communication

"Cannot MISS it! You can gain a lot of skills that can improve your working performance and the overall company reputation/image"

... Ho Siu Mui, Cindy, Toppan Vite Limited
"Customer Service through Better Communication" Workshop for Toppan Vite

"The instructor (Audrey Loh) is a very good and experienced teacher on this subject. She used many stories and examples. Very good!! Thanks!"

... Lim Ching Ching, Hong Kong Tourism Board
Customer Service through Better Communication

Target

Everyone who needs to communicate with the customers will benefit from this workshop

What You Will Cover
  1. Customer Service and Experience Sharing
    • What went right and what went wrong
    • Typical Hong Kong communication blockers and how to lower the barriers
  2. Handling face-to-face customers
    • Creating a conducive environment (physical setting and atmosphere)
    • Dressing, handshake, body language, posture, gesture, eye contact and movement
  3. Handling telephone calls
    • Listen to the hidden problems (video case studies)
    • Dos and don'ts over the telephone
    • Group role-play sessions
  4. Communication techniques for better customer service
    • Your style and the impact on your service
    • 30 Golden phrases in three languages
    • Listening skills and how it can be improved
    • Asking effective questions to win customers
    • Individual role-play sessions
  5. A complaint is a gift
    • Turning complaints into business opportunities
    • Walking the extra mile
About the Facilitator

Audrey Loh is a professional facilitator with over 15 years of experience in marketing, sales and customer service with multi-national companies in China, Hong Kong, Japan and Singapore. Prior to her present role, she was a marketing director in Motorola.  She has facilitated over 250 in-house customer service workshops for a Hong Kong listed financial institution, Chanel, CLP Power, Dimension Data, Hewlett-Packard, Hong Kong Trade Development Council, Hongkong Post, Lloyds TSB Pacific, Maersk, Mercedes-Benz, Sea-Land Orient Terminals, Tai Fung Coach, The Hong Kong Mortgage Corporation, Thomson Reuters, Toppan Vite, Schlumberger and Wyeth. She has also trained many participants from adidas, AIA International, Havi Food Services, Hitachi Elevator, Hong Kong Airport Services, Hong Kong Government (Electrical and Mechanical Services Department, Environmental Protection Department, Government Logistics Department, Hong Kong Monetary Authority, Hong Kong Police Force, Lands Department, Office of the Communications Authority, Land Registry, etc), Gucci, International SOS, Johnson & Johnson, Kao, McDonald's, Nike, Ocean Park, Roche, Swire Coca Cola, The Dairy Farm, The Hong Kong Jockey Club, Thomas Miller and many others. She is also a certified instructor for American Management Association, Dun & Bradstreet, Motorola University, PA Consulting and Wilson Learning.  Audrey is fluent in English, Putonghua, Japanese, Cantonese and many other Chinese dialects.

WorldBridge Training Centre, 160 Lockhart Road, 1902 Yue Xiu Building (1 min walk from Wanchai MTR A1 Exit)
9:00am to 5:00pm
Complimentary lunch and refreshments
HK$2,500 per participant. Discounted price of HK$2,280 per participant for enrolment one month before date of workshop or for groups of two or more