Full program description
COVID-19 Customer Friendly Language
When it comes to dealing with customers, its as much about what you say as how it is you say it. Learn how to engage customers even in the most awkward situations through the customer friendly language. Build up confidence in handling difficult conversations with customers, and how to make the most positive and engaging impact upon them.
8 Hours (including assessment)
Identifying our Customers
- Who are our customers?
Understand the purpose (or objectives) for your interaction with the customers
Understand the needs and expectations of your customers
What is Customer Engagement and why is it important?
Difference between customer experience and customer engagement
Moments of Truth (MOT) in service
Building rapport with customers
Understanding Empathy and how to demonstrate empathy with your customers
The Communication Process
Communication Style: Passive, Assertive and Aggressive
Mehrabian Communication Model
The Power of Words
Tone of your voice
Positive and Negative Body Language
Positive Service Language
Negative Service Language
The 5Cs of Service Language: Clarity, Courtesy, Caring, Compassionate and Can-do
Clarity in giving answers and instructions
Service Language for special situations, examples like handling of call centre videos and phone call checks on individuals on Stay Home Notice (SHN)
Mode of Assessment
Multiple Choice Questions
- Be adept at using customer-focused language to build rapport with customers
- Acquire the skills for effective verbal and non-verbal communication
- Draw up a list of customer-friendly phrases for positive customer engagement
- Able to think on your feet and to react positively to different customer situations
- Handle difficult customer conversations with confidence
Medium of Instruction & Trainer
The program will focus on experiential learning with:
- Case studies
- Discussions and sharing
Original Course Fee
Course fee for Singapore Citizens & PRs (non-UNION members)
Course fee for Singapore Citizens & PRs (UNION members)
Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.
Prices are subject to other LHUB miscellaneous fees.