Customer Centric Language

Target Audience

Frontline Supervisors, Executives and Managers

Course Overview

The Customer Centric Language programme aims to equip participants with the
attitude and skills in using appropriate tone of voice, customer focused language and
saying the right thing at the right time. Participants will gain confidence in handling
difficult conversations, in particular, how to phrase policies as a positive statement
of what they can do to provide great service for their customers. This programme is
hands-on and provides a lot of opportunities for practices and role plays. Participants
are expected to bring their workplace scenarios and typical policies that they have
difficulty communicating to customers.

Objectives
By the end of the programme, participants will be able to:
• Understand that service is situational and that it is vital to ‘think on your feet’
• Choose words and phrases that are customer centric
• Communicate in the language that shows your organization is customer friendly
• Be better prepared to handle difficult conversations with confidence such as important policies

Course Duration

1 Day

Course Outline

The Good, Bad & Ugly

What customers are really like?

Stop-Look-Go

Stop - Personal space between you and the customer
Look - Approach the customer
Go - Offer assistance and identify customer needs.

Turn “Tragic Moments to Terrific Moments”

Magic customer friendly words
“Yes” in the Land of “NO”
Positive and negative language triggers

ABC's of Service Language

Basic 'Service Language' fundamentals – terminology, phrases, vocabulary
Language skills and techniques
Clear and accurate communication
Speak the same language with your customer
Improve fluency and tone of voice

XYZ's of 'Sing-guage'

From Singlish to English
Remove errors for clarity

H.E.A.R.T. of Language

Hear customers out
Enunciate and speak clearly
Attitude
Response respond to customer needs
Tone of voice

Course Location

NTUC Trade Union House
73 Bras Basah Road
#02-01
Singapore 189556

Methodology

Mini lectures, discussions, case study, role plays, experiential activities

Price

Price (Includes GST) : $246.10* / $196.88^ / $187.04#

* Full Course Fee
^ Promotion Price # Discounted Price for Union Members