Winning Customer’s Heart (Mandarin)

2015 Intake: 15 Jan  l  17 Apr  l  18 Jun  l  23 Jul  l  18 Sep  l  13 Nov

2016 Intake: 21 Jan   l  6 Apr   l   24 June

Winning Customer’s Heart (Mandarin)
“赢得顾客的心”


顾客才是我的老板

  • 以服务取胜
  • 以顾客满意为宗旨
  • 把顾客放在心上



我爱我的顾客

  • 从上至下地接受服务文化
  • 真诚服务顾客
    -  “形式上的话语” vs “由衷感谢”
    -  真诚服务的精髓
    -  有无工作使命感的差别
  • 如何为10%最宝贵的顾客提供特色服务


提升顾客的满意度和忠诚度

  • 注意服务细节,为顾客设想
    -  递给顾客一个购物篮
    -  在餐桌前说话要退后两步
    -  “贿赂”孩子可以吸引女顾客
     
  • 处理顾客的不满
    -  记下顾客的抱怨
    -  永远别跟顾客发生争执
    -  全心全意为顾客解决问题
     
  • 把顾客变成一项赏心悦目的工作
    -  学会情绪分流“3 法”
    -  对退货的顾客十二分热情
    -  顾客无理,我们也不能失礼

TARGET AUDIENCE

  • Customer Service Frontline
  • Sales Personnel
  • Admin & Support
  • Receptionists and
  • Other Professionals who have direct contact with customers and want to enhance their service skills.


DURATION
1 Day (9am to 5pm)

COURSE FEE
SMF Members: $321.00*
Non-Members: $374.50*
*Prices are inclusive of 7% GST

FURTHER ENQUIRIES
Telephone: 65 6826 3100
Fax: 65 6826 3113
Email: enquiry.ccl@smfederation.org.sg
 

Terms & Conditions

1. All notice of withdrawal must be given in writing before the issuance of letter of confirmation. Once confirmation letter is sent to participant, no cancellation will be allowed or penalty charges will apply.

If notice of withdrawal is received:

- At least 1 week before commencement of the course, a 20% of the full course fee will be charged. For government-funded course, a 20% of full course fee before funding will be charged.

- Less than 1 week before commencement of the course, a 30% of the full course fee will be charged. For government-funded course, a 30% of full course fee before funding will be charged.
- No show on the scheduled date, a full course fee will be levied. For government-funded course, a full course fee before funding will be charged.

2. For all government-funded programmes (WSQ & Non-WSQ), funding is only applicable to:
- Singapore Citizens or Singapore Permanent Residents
- Participants who have achieved at least 75% attendance and sat for all required assessments

Full course fee will be charged to participants who fail to meet the above-mentioned criteria.

3. When a course is cancelled, fail to commence or fail to complete under unforeseen circumstances, participant is allowed to defer the intake at no cost or withdraw from the course; under such situation, a full refund of the advance payment will be given.

4. Notice of change in participant’s name must be given in writing, not less than 5 days before the course commencement date.

5. SMF CCL reserves the right, at our sole discretion, to change, modify or otherwise alter these terms and conditions at any time. Such modifications shall become effective immediately upon the posting thereof.