Carian Kursus

[ KBA0012 ] Enhancing Service Delivery Series: English for Customer Service [ Siri 4/2023 ]

Sinopsis Kursus

Kumpulan sasar kursus ini ialah pelaksana. Kursus ini memberi tumpuan terhadap kemahiran yang diperlukan oleh para peserta untuk mengendalikan pelanggan dengan berkesan dalam apa jua situasi. Direka khas untuk barisan hadapan yang perlu berdepan dengan pelbagai jenis pelanggan, kursus interaktif ini melatih peserta untuk menggunakan bahasa yang sesuai bagi komunikasi secara bersemuka.

Objektif Kursus
  1. Communicate effectively with customers face-to-face at all times.
  2. Develop confidence in speaking English at public counters.
  3. Positive language when dealing with difficult people and situations.
  4. Building rapport with customers easily.
  5. Become aware of the common errors made by Malaysian English speakers.
Brosur/Dokumen
Modul/Topik
Hari Pertama | 10/10/2023 | Selasa
Masa/Sesi Topik
SESI 1 : 08.30 Pagi - 10.30 Pagi
: ICE BREAKING AND INTRODUCTION TO EFFECTIVE COMMUNICATION
SESI 2 : 11.00 Pagi - 01.00 Petang
: 1. FACE TO FACE INTERACTION 2. GREETINGS AND GIVING INFORMATION 3. INTRODUCE YOURSELF AND SOMEONE ELSE
SESI 3 : 02.30 Petang - 04.30 Petang
: 1. ASKING QUESTIONS 2. DEALING WITH ENQUIRIES 3. GIVING SUGGESTIONS AND ADVICE
Hari Ke-2 | 11/10/2023 | Rabu
Masa/Sesi Topik
SESI 1 : 08.30 Pagi - 10.30 Pagi
: 1. HOW TO INTERRUPT AND ASK FOR REPETITION 2. HOW TO ASK SOMEONE TO SPEAK SLOWLY/LOUDER 3. HANDLING COMPLAINTS AND DIFFICULT PEOPLE
SESI 2 : 11.00 Pagi - 01.00 Petang
: 1. THANKING AND SAYING GOODBYE 2. ROLE PLAY AND SIMULATION
SESI 3 : 02.30 Petang - 04.30 Petang
: COMMON ERRORS IN SPOKEN ENGLISH & COURSE SUMMARY