Customer Service

from RM1500

OHSA

from RM1500

Supply Chain Mgmt

from RM1400

Warehouse & Logistics

from RM1500

Fraud & Risk Mgmt

from RM1500

Account Principles & Practices

from RM1500

Excellent Customer Service & Employees' Motivation

Chat to get a Free Quotation

  • Private Class Price is Per Day not Per Pax
  • Send 1 or 20 pax for the same price
  • HDRF Claimable(SBL)

Private Class from

1600/day

(2 Days)

BENEFITS

Upon completion of this program, participants will be able to:

  • Describe how and why customer service / customer relationship is important in this 21st century
  • Recognize the importance of customer relationship to the organization
  • Understand the importance of good communications skills in customer relationship management
  • Learn Emotional Intelligence and how this skill can help in your customer service
  • Understand good customer service means good attitude with right mindset
  • Learn technique for managing and responding to with upset or demanding customers
  • Motivate them during challenging times to bounce back into action with enthusiasm
  • Develop a personal action plan to improve their service skills when dealing with the customers

AUDIENCE

This program is suitable for Officers, Representatives, Executives, Assistant Managers and Managers in Customer Service, Sales & Marketing, Line Leaders and Team Leaders

METHODOLOGY

This program will be conducted via mini-lectures, discussion, exercise and case studies. The participants will be introduced to the problems solving approaches available in purchasing.

CUSTOMER SERVICE MINDSET
  • Changing mindset
  • Why is customer important?
  • Internal vs External customer
  • How to meet the needs of different customers
  • Role of employees
  • Good service vs Excellent service
MANAGING CUSTOMER EXPECTATION GAPS
  • Customer satisfaction – definition
  • Five (5) customer expectation categories
  • The R.A.F.T.E.R. Factors
    • Reliability
    • Assurance
    • Tangibles
    • Empathy
    • Responsiveness
  • To build an organization that serves customers
  • Why Customer Stop Being Your Customer
  • Think like the customer – F.A.B.
THE IMPORTANCE OF TEAMWORK IN ACHIEVING SERVICE EXCELLENCE
  • To build greater commitment for quality and customer service
  • How to develop greater loyalty to the company and to each other
  • How to share values, objectives and a common language
  • The need for education and motivation to perform well
  • The Golden Rules
EFFECTIVE COMMUNICATION THAT WINS CUSTOMERS
  • Project a ;positive image / appearance
  • Non-verbal communication
  • Ensuring 2 ways of communication
  • Change your words from negative to positive – Dos & Don’ts
  • Effective listening techniques
  • Understanding customer’s perception – Dos & Don’ts
KEY ELEMENTS IN DELIVERING CUSTOMER SERVICE EXCELLENCE THROUGH THE TELEPHONE
  • The importance of the telephone
  • Telephone etiquette
    • Greeting
    • Receiving Call
    • Making / Returning Calls
    • Handling messages / voicemail
    • Putting on holds / Transfer
    • Closing
  • Monitoring your voice tone
  • Providing accurate information over the phone
HOW TO HANDLE DIFFICULT CUSTOMERS AND COMPLAINTS
  • Understand the problem from the customer’s point of view
  • Converting complaints into compliments and opportunities
  • Adopt systematic approach in handling customer complaints:
    • Respond
    • Outcome
    • Process it
    • Initiate
    • Get It Fixed
  • Ten (10) Common Mistakes on handling difficult customers
  • Identify different types of people and difficult situations
  • Six (6) steps to Service Recovery
SUCCESS AND SELF-MOTIVATION
  • Seven (7) Rules of Motivation
  • Learning environment to increase motivation & success
  • Ten (10) Best Self-Motivation Techniques for success
  • The MAGIC word of Attitude
  • The PENCIL story
POSITIVE THINKING, BREAKTHROUGH AND GROWTH
  • Two (2) ways of dealing with any problems
  • How to manage stress effectively
  • Positive and negative enforcement
  • Focus to achieve your highest priorities
  • How right attitude influence your personal goal
  • My company Win, I Win

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