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Course Details

Customer Support Enhancement Training

Starting at 41,500.00

N/A SKU:

Customized training program designed to enhance customer service skills, increase customer satisfaction across all communication channels, including telephone, face to face and chat.

Purchase in Groups

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Description

A practical experiential course to help individuals use English with greater ease and confidence, whether for business, travel, or daily social interactions.


By the end of the course, participants will:

  • Gain high awareness and confidence in communicating in Business Conversational English ( active listening, authentic skills) with various audiences through different media ( telephone, email, face to face, etc)
  • Improve interpersonal and presentational communication skills for various business settings
  • Improve socio-linguistic competence in English for various business and cultural settings, including small talk for rapport/ relationship-building, small group communication, negotiating, etc.
  • Enhance strategic competence by gaining new strategies for overcoming difficulties and challenges in communication
  • Install processes for continuous learning and peer coaching

Outline

What Kind of Leader am I?

  1. Gain new insights to leadership
  2. Find out what type of leader you are.
  3. Surface challenges and issues as a leader
  4. 3 Levels of Leadership
  5. Effective communication as a key ingredient to leadership
Core Skills for Personal Leadership

  1. Self-awareness and mastery
  2. Developing technical know-how      and skill
  3. Cultivating the right attitude towards others
  4. Core Communication skills
Private Leadership – Building strong inter-personal relationships

  1. Communication strategies for personal leadership (one to one)
  2. What makes interpersonal communication challenging
  3. Active Listening and Assertive Speaking
  4. Giving and receiving feedback
  5. Motivation and appreciation
Public Leadership – Getting the job done by creating the right work culture

  1. Managing Meetings
  2. Delegating through assertive communication techniques
  3. Creating team work/culture through strategic emotion, environmental language, establishing norms and processes.
  4. Describing Processes
Difficult conversations and modern leadership

  1. Dealing with hierarchies – how to disagree with someone higher than you
  2. Dealing with difficult employees
  3. Dealing with criticism
  4. Persuasion, Negotiation and Conflict Management
    Communicating Interculturally and understanding different cultures in Asia Pacific

Terms & Conditions

  1. Training will be conducted in batches. The minimum number of participants is stated on the purchased order.
  2. Training can be conducted, online, at American English Training rooms or at Client’s preferred training venue.
  3. Inclusions: Training Needs Analysis, Post-training Report, Materials and Certificate of Completion.
  4. Above quoted prices are subject to 12% VAT (if applicable). Total cost does not include incidental expenses; if applicable; incidental expenses include:
Transportation – PHP 1500 per teacher, per training day for trainings carried out within Metro Manila.  This will be billed separately
Night Differential – if the training is between10pm and 6am an additional fee of 500php per student. This will be billed separately
  1. Other incidental expenses may include out of town services and materials (other than those provided by AE in the proposal) will be added on top of the cost.
  2. All online sales are book and buy.
  3. Full payment of training fees must be made prior to class commencement.
  4. Prices within the investment cost are charged per person unless agreed otherwise.
  5. Individual pre-and-post assessment is conducted only when specified in the contracted training package. Generally, individual pre-and post-assessments are not conducted for training courses of less than 16 hours, unless contracted for by the client.
  6. Training Needs Analysis is a must.
  7. Final topics will be decided based on length of training and objectives of the client.
  8. One appointment will be made to conduct all student pre/post assessments per bath, if such is included in the contracted training package (as itemized in the Learning Investment). If any students are unable to attend the scheduled pre/post assessment, another day can be arranged for an additional charge of P300 per student. Post assessment may be scheduled pup to one month after the last day of training.
  9. Training schedules are pre-determined and participants are requested to be available at least 15 minutes before the start time. In the event of cancellation or rescheduling, prior notice of at least 24 hours before the schedule is required. Otherwise, the schedule and hours are considered forfeit, and additional fees will apply upon rescheduling.
  10. Photo/Video documentation of trainings may be shared on the AE website, unless client specifies otherwise.

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