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"I am
centered most of the time now. At times my ego does take over. I do not
deny it but at least I am aware that it is not me. The course changes me in
every aspect of life. Thank you." Mohamad Fazil, Restaurant Manager
- Taste of France Pte Ltd What makes higher performance customer service? There are three elements: a) Being happy and willing to serve b) Being fully ‘present’ with the customer and not being preoccupied with problems at home or work, which can result in ‘bad’ moods c) Using appropriate words, behaviour and actions Being happy and willing to serve; and being full 'present' are the two most important elements in achieving higher performance customer service. Using appropriate words, behaviour and actions is not enough for higher performance customer service, because 60 percent of all communication is received from facial expressions, tone of voice, gestures and body language. This non-verbal form of communication overrides communication by words, when the words and the non-verbal communication don't match. For example, when we are using an appropriate greeting and behaviour like ‘good morning’ (without real enthusiasm) and a smile (which is ‘put on’ or ‘false’): customers can tell. Customers do not feel welcome and know that we are not interested in serving them; and turn away. When we are 100 percent congruent, customers know and feel that we are happy and willing to serve from both our words, tone of voice, facial expressions and body language; and they automatically respond positively. So communication must be 100 percent congruent or ‘authentic’ to be effective that is: what we are saying must match what we are communicating non-verbally. How can we do this? By transforming or changing from within. Sometimes we are willing and happy to serve, but are plagued by ‘bad moods’ (because of problems at home or at work) so we are unable to be fully present and attentive to the customers’ needs and wants. Can 'bad' moods be changed instantaneously into 'good' moods? Yes, they can: By transforming or changing from within. Participants experience these changes in our 2-day course, in two ways:
1) ‘Centreing’ or ‘speaking from the heart’. We all have this natural ability to be ‘centred’. When we do, we are connected with our powerful ‘real’ selves that allow us to think, feel and act in self-empowering ways.
What does ‘centering’ or ‘speaking from the heart’ do?
It immediately establishes rapport or connection with customers. For example: smiling a ‘genuine’ smile. A genuine smile should lift customers’ spirits even without the necessity for words. It enables us to take control of the communication situation by establishing an immediate connection or rapport with customers. Customers’ attention is automatically captured and they are willing to listen and are triggered to return with a ‘genuine’ smile of their own. The stage is now set for congruent communication to take place on both sides. We and our customers will then come up with appropriate words, behaviour and actions to match the congruency they feel within. Hostile or angry customers can be easily ‘calmed’. When we remain ‘centred’ when dealing with unhappy customers, they are automatically triggered to return to their natural, ‘centred’ positions and communicate from this position. 2) Changing ‘bad moods’ into ‘good’ moods instantaneously with ‘centreing’; and empowering concepts, principles and tools from Emotional Intelligence, NLP and other sources.
At the end of the course on 12 and 13 May, participants will know how to connect and communicate with customers in every situation. Please register early as the class has been restricted to 12 participants, so as to give participants ample time to master the skills. Please register by 29 April. The fee for the course is $528. After SDF funding, all organisations pay $500 per participant. For registration, SDF and course details, please visit our website: http://www.trilifecom.com. We look forward to welcoming you to our course. Yours sincerely Merle Celine Magness (Ms) TriLife Communications, Singapore Tel: 6581-0970 Email: merle@trilifecom.com website: http://www.trilifecom.com |
Upcoming (*SDF Funded) Courses · Writing Professional Letters & Email 4 and 5 May(*$488) · Efficient Minutes Writing 6 May (*$288) · Perfecting Your Grammar 9-11 May (Early Bird Discount $710 for payment by 18 April) · Achieving Higher Performance Customer Service (Using Emotional Intelligence) 12-13 May (*$528) · Writing Brilliant Reports, Proposals & Staff Papers 1-2 June (*$488) · Becoming a Powerful Presenter 6-8 June (*$788) · Speaking English with Correct Pronunciation 13 & 14 June $488 ($440 Early Bird Discount for payment by 1 June) · Communicating Effectively Using Emotional Intelligence 15-16 June (*$528) For other course dates, please refer to our course calendar. Gain an 'A' in English by Email P1-JC2
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