Customer Service Relations Training

February 21, 2013
9am – 5pm
Ascott, Makati City

Fee: Php 5,000.00 / person plus 12% VAT

• Early Registration Payment: Ten-Percent (10%) Discount if  PAID thirty (30) days before the training date
• Group Discount: Five-Percent (5%) on Three (3) or More Participants

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Objective of the Course:

• Maintain professionalism regardless of personal or professional stress
• Identify one’s own personality style and the personality styles of customers
• Apply personality knowledge to communicate more effectively with customers and improve rapport
• Choose vocabulary that is calming and persuasive even when the message is unpleasant
• Improve vocal quality to increase credibility and perceived authority over the phone
• Develop a personalized strategy for improving listening skills
• Refer to a recovery system for turning angry customers into happy repeat customers

Who must attend:

• Customer Service Representatives
• Professionals who work as Technical Support, Hot Line or Help Desk
• Operators, Receptionists, Administrative or Sales Assistants

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Course Outline

• Consistent Professionalism
  • Managing Thoughts
  • Using Body Language
  • Handling Negative Emotions Positively
• Personality Styles
  • Understanding Styles
  • Your Personality Type and Others
  • Applying Customer Relations
• Vocabulary
  • Keeping Customers Calm with Words
  • Words to Avoid, Words to Use Instead
  • Persuasive Language to Gain Cooperation
• Voice Enhancement
  • Developing Vocal Styles
  • Proper Voice Projection
  • Eliminating Verbal Fillers
• Listening Skills
  • Listening Styles
  • Removing Obstacles to Listening
  • Proactive Proactive Listening Habits
  • Handling Difficult Customers
• Angry Customers
  • 5 Steps from Angry to Repeat Customers

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Redentor M. Magno

Red was a graduate of Far Eastern University (FEU) with degree of BS Mass Communication Major in Theatre Arts and the Ateneo de Manila with degree of BS Management, he has participated in major training seminars and workshops locally like Leadership Workshop, Coaching and Development, Interactive Management, HR Orientation and Ethical Management Workshop and many others.

Currently, Red handles and conducts the training needs and seminars of 8zone Business Concepts and Sekurita Systems.

Has worked as a Consultant for Vazquez Building Systems and Head of ScanAsia Overseas for Food Services Department and Speechpower Philippines.

A regular guest and resource speaker of GMA Network on Housing, Network Marketing (Ethics and Legalities, Business Models).

He was also the District Manager of Glaxo Wellcome were he trained and developed highly competent and value driven Medical Representatives.

As a Theater Actor, he was the Resident Actor/Director of Bulwagang Gantimpala of the CCP, Associate School Teacher for Visual Arts of the St Scholastica’s College in Manila.

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Banco de Oro (BDO)

Account Name: AGUILA GROUP COMPANIES (AGC) DEVELOPMENT CORPORATION

Account Number: (Peso) 00 222 800 0844

Bank Address: East Mansion Townhouse, Elisco Road, Sto Rosario, Pateros

United Coconut Planters Bank (UCPB)

Account Name: AGUILA GROUP COMPANIES (AGC) DEVELOPMENT CORPORATION

Account Number: (Peso) 00-123-002131-3

Bank Address: Aguirre Branch, 114 Pet Bldg., Aguirre St., Legaspi Village, Makati City

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