Managing Stress For Customer Service Personnel

Course Objectives Course Fees The focus of this workshop is to provide you the knowledge and skills for developing a pragmatic Type Full Fees approach to stress management. (inclusive 7% GST): Member $321.00 Target Audience For service staff who are constantly faced with Non-member $428.00 stressful situations.

Course Outline Trainer • Understand stress and how it impacts on our daily William Lee is highly motivated in coaching interactions with others particularly on our role as companies to uncover and develop business service providers in the public service. growth potentials through self-discovery • Enhancing awareness through identification of the processes. sources/causes of stress. • Describe the four categories of stress symptoms. William Lee is ACTA (Advanced Certificate in • Discuss the various strategies and techniques in Training & Assessment) certified and is a managing stress. facilitator and assessor of the Workforce Skills • Review the importance of effective Qualification (WSQ) System. His 23 years of communication and know how effective extensive industry experiences came from his communication can improve our stress working experience with MNCs in developing effective Customer Relationship Management management ability. (CRM), B2B sales and marketing processes and • Discuss the importance of efficient time strategies in Asia. Clients whom William has management and its relationship with stress. worked with include both from the private and • Know the practical steps in time management. public sectors, ranging from developed to • Know the importance of goal-setting as a emerging economies within SEA, Indochina, technique to reduce stress Micronesia and South Asia.

Methodology Having worked with stakeholders and clients of This workshop uses experiential learning technology diverse background in the region, William is that includes mini lectures, videos, activities and able to conduct effective crucial conversations group discussions that provides a practical approach in stressful and difficult situations with to managing stress. stakeholders in very challenging situations.

William holds a MBA from University of Adelaide, Bachelor of Commerce (B.A), Curtin University, Diploma in Sales & Marketing and a Dates (2021) : Refer to the website for dates CELTA teaching qualification awarded by Duration : 1 day, 9am to 5pm (7 hours) University of Cambridge. Together with a high Course Venue : SNEF Corporate Learning Centre impact psychological selling background and @ Tanglin trained in Franklin Convey’s 7 Habits of Highly Effective People, William brings to you ways to Register online at SNEF website www.snef.org.sg. manage stress & anger from a professional Click on ‘Training’ and Course Category ‘Customer practitioner perspective for customer service Service’ professionals.

Enquiries: Kelly DID: 6827 6929 / Training hotline: 6827 6927 Email : [email protected] / [email protected]