Online Training:- "I Want Service NOW. I Am Your Customer!" (Customer Service Skills) by Aslini Abdullah
Date: 8 February 2022 (Tuesday)
Time: 9:00am to 5:00pm
Venue: ON LINE TRAINING
Introduction:
To give an insight into Quality Customer Service and applying appropriate techniques in dealing with customers and effectively and professionally.

Objectives:

At the end of the workshop, participants will be able to:

• Understand their roles as customer service personnel in projecting the right image
• Differentiate between customer service and quality customer service
• Identify the needs of the customers through appropriate techniques
• Apply customer service techniques in order to provide better service
• Practice techniques in handling complaints in order to pacify them

Program Content:

Module 1: What is Customer service?
• Vision and mission statement
• Composition of service cycle
• Moments of truth – magic and misery
• Qualities of a customer service personnel
• Benefits of quality service to the organization and individuals

Module 2: Who are your customers and the needs of customers?
• Personalities of customers
• Identify their needs 

Module 3: Matching the customers’ needs
• Knowing the timing requirements
• Being one step ahead
• Skill of understanding through attentiveness
• Skillful listening
• Obtaining feedback

Module 4: Communication that works
• Watch words and avoid jargon
• Match the customer’s speed and style
• Match the intensity of concern and emotion
• Get personal-Name calling is good (the customer’s name, that is)

Module 5: Magic Phrases that make the difference
• Greetings for new and existing customers
• End with finesse
• Being emphatic
• Phrases for beyond customer’s expectations
• The follow-ups

Module 6: Handling Complaints
• Why customers are difficult?
• Steps in handling complaints
• Learn to get difficult customers on your side
• Action plan and follow-up

Methodology:
An interactive and practical approach incorporating individual assessment exercise, group discussions and presentations

Who Must Attend:
All Customer Service Personnel.
Investment Fees:
RM954.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM700.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 04 February 2022)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
Registration:
There are 3 methods to register for this training:
  1. Kindly click here for online registration. Register Now.
  2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
  3. Call us to register. Tel: +6-03-6270-9883.
Notes:
This Training Programme is HRD Corp Claimable Course *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)HRD Corp Registered Training ProviderHRD Corp Claimable
We Are An Approved Training Provider Under HRD Corp Claimable Course With Pembangunan Sumber Manusia Berhad (PSMB/HRD Corp)