Module 1 : The Process of Communication
• What is communication?
• The three levels of understanding
• Conversation: the heart of communication

Module 2 : The Relation of Communication and Excellent Customer Service
• The importance of excellent communication in service excellence
• Five (5) excellence key roles in customer service
• Going beyond suppliers / customer expectation gap
• How to exceed the needs of different customers
• Why does the customer important?
• Two (2) golden rules

Module 3 : Approaches to Effective Communication and Intelligent Quotient
• A dimension of EQ – New key to success
• A habit of highly effective people
• Self-disclosure – The Johari Window
• 2 ways communication
• Enhancing empathy
• Overcoming assumptions

Module 4 : Verbal & Non-Verbal Communication
• Components of Vocal Expression
• Developing Effective Active Listening Skills
• Non-Verbal / Body Language Cue Interpretation
• The Power of Questions
• Dos and Don’ts of quality service excellence

Module 5 : Negotiation with Different Personality and Customer’s Interest
• Demonstrate the Most Effective Intra & Inter-Personal Styles
• Techniques in Negotiate with the FOUR different personalities and demand.
 Visionary – Nurturer – Implementer – Analyzer
• The “Burger and Bridge” strategies.
• Culture, structure, & policies
• Flexing styles to win-win situation.
• The negotiation closing technique of R.N.M. P.C
• Negotiate based on F.A.B.
• Overcoming verbal blocking

Module 6 : Making a Powerful Presentation
• Putting yourself on show
• Defining your objective
• Preparing for the presentation
• Common Ten (10) Used Patterns
• Managing the material
• Answering questions
• Finishing on a High Note

Module 7 – How to Handle Difficult Customers and Complaints
• Problem solving from customer point of view.
• Stages of Frustrations
• Tips in Handling Difficult Customers/People
 Talkative Customers
 Angry Customers
 Know All Customers
 Indecisive Customers
 Suspicious Customers and etc
• Handling Complaint and Focusing on Solution
• The L.A.S.T. Formula