Art of Saying No to Customers Without Offending Them

"No" always hurt.. Want to say "No" without hurting others? This course may help you..

Upon completion of the workshop, participants will be able:
1. To learn to say “no” to a customer when necessary while maintaining the relationship with the customer
2. To better understand customer expectations and how they impact the level of service customers feel they have received
3. To enhance customer engagement through choice of more customer-focussed language, tone of voice, and listening skills
4. To learn how to better manage and turn-around upset customers and difficult situations

Methodology
Aside from course notes, the workshop will involve participants in discussions, learning by action and application, self- and group evaluations, and self-improvement goal-setting and action-taking for participant follow-up after completing the workshop.

Run1 - 2 March 2009 ► Register for this run
Run2 - 27 May 2009 ► Register for this run
Time: 9.00am - 5.00pm
Venue: NTU@one-north campus, Executive Centre
Fee: Standard: SGD$350.00 NTU Alumni: SGD$280.00 Group (3 & above): SGD$315.00


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