NLP in Customer Services

Category:

Price:

Location:

Language:

Course Date:

Duration:

Course Code:

Communication and Soft Skills

$2980

Hang Seng Management College Campus

Cantonese

28 November, 2017 (Tuesday)

10:00 am to 5:30 pm

EDC17112801

Course Overview:

Neuro-Linguistic Programming (NLP) can play a significant role in communication skills for the customer service industry. The NLP model provides knowledge to the participants in understanding their customers and how their messages can be delivered to the customers through various channels effectively and efficiently.

This course is developed based on NLP with plenty of case studies and role-playing, focusing on how to deal with different kinds of customers. This course is customised for those who want to elevate their customer service performance and increase their customers’ satisfaction.

Upon completion of this theory and practical training course, participants can effectively make use of the acquired techniques to enhance their customer service skills and their communications with clients.

Upon successful completion of the course, participants will obtain a “Certificate of Attendance”.

Learning Outcomes:

By the end of the course, the participants will

Understand the techniques and approaches inherent to NLP
Apply NLP in daily customer service activities
Learn the skills of effective communication, persuasion and better presentations to customers

Target Participants:

People in the customer service industries who want to improve and advance their service level and communicate in a manner that best helps to improve sales and service quality standard.

Date & Time:

28 November, 2017 (Tuesday)

10:00 am to 5:30 pm

Medium of Instruction:

Cantonese

Course Outline:

Part I

New Definition of Customer Service
Real Case Sharing
Four steps in Customer Communication
Customer Expectation Management

Part II

NLP and Customer Service
Conscious and Sub-conscious
Beliefs, Values and Rules
Logical Levels

Part III

Inner Senses
Positive Wording Training
EQ and Empathy
Presentation Skill Training (3-3 Approach)

Trainer Biography:

Mr Patrick Yuen has worked in the sales field for more than 30 years. He understands the importance of nurturing talents and has been qualified as an NLP Practitioner for 17 years. He has developed practical training courses based on NLP and real sales and customer service cases.

Mr Yuen has conducted NLP courses and lectures for various enterprises and universities in Hong Kong and Mainland China.

Venue:

Hang Seng Management College campus

Course Fee:

HK$2,980 (Lunch and refreshments are included)

Period	Discount	Fee
Early Bird Registration Two weeks before commencement of the course	• HSMC/HSSC alumni*, Friends of EDC-Corporate^ or Friends of EDC-Individual can enjoy 15% discount	HKD $2533
	• Other applicants can enjoy 10% discount	HKD $2682
After Early Bird Registration	• HSMC/HSSC alumni*, Friends of EDC-Corporate^ or Friends of EDC-Individual can enjoy 10% discount	HKD $2682
After Early Bird Registration	• 2 applicants from the same company or applicants who apply 2 courses at the same time can enjoy 5% discount	HKD $2831

*Hang Seng Management College / Hang Seng School of Commerce.

^Please refer to EDC website for a list of organisations under “Friends of EDC-Corporate”

Remarks: Each participant can enjoy only one discount offer.