ONLINE / VIRTUAL TRAINING - Customer Service & Telephony Skills by Sri Devi Panchacharam
Date: 14 December 2020 (Monday)
Time: Session 1 (Monday): 9:00am to 12:30pm Session 2 (Monday): 2:00pm to 5:30pm)
Listening… is truly a difficult thing to do. Many of us ‘hear’, but do we really listen? And what difference would active listening truly make in your working environment? Experts have researched that about two-thirds of everything learnt, is learnt through listening. Unfortunately, very few people are truly good listeners. An average human-being only remembers about 25% of what they hear, and some people remember as little as only 10%!

In today’s competitive business world, the primary differentiation between one company and another is service. With never-ending demands stemming from every direction, most people choose to hear, rather than listen; especially over the phone. In some occasions, the message can be misunderstood, resulting in costly errors in monetary terms and in some instances, professional relationships too get jeopardised. 

Participants who attend this workshop will be coached to have top-notch telephone etiquette. This skill, once mastered, is an effective tool which helps to increase the quality of customer service, develops concentration skills and creates solid professional and personal relationships

At this training’s conclusion, participants will be able to:

Gather an understanding on basic communication skills and that it is of paramount importance
Continuously strive to improve and perfect their vocal intentions to sound positive, convincing and professional
Self-discover the ability to actually listen 
Identify what affects listening, and why most people are so bad at it!
Master the art of telephone etiquette
Handle unexpected emotions over the phone

Program Content:
Module 1: The Essence of Top Notch Customer Service in the Across Most Industries
Recent Statistics on Customer Service Habits
The Expectations of Customers Today
Group Brainstorming Session: How Has Customer Service Changed over the Last 20 Years?
De-Brief: Your Role & Responsibility in Understanding the Change In Clients’ Expectations and Managing Them 
K-S-C-C: Attributes of a Confident Service Manager
Group Activity: Common Mistakes Made When Communicating with Customers
The NLP Presuppositions (Creates a Great Understanding on Looking at the Best in People)

Module 2: Learning More About Your Customers through their Communication
Group Activity: How Can Communication Be Improved in Your Organisation- Common Areas of Miscommunication
Listening Skills: Are We Good Listeners? Really?
Passive vs Active Listening
Communication Whispers Activity: If You Think You Can Listen, Try This!
Why We Don’t Listen Well- In the Telephone & In Person
Paraphrasing: Secret to Ensuring You Do Not Miss Out Vital Information
How to Become an Active Listener Over the Phone

Module 3: Perfecting the Customer Service Language
Power Business Greetings, Ps & Qs
How we Unintentionally Create Disagreement / Complaint Situations
Positive Words & Phrases for Customer Service
The Influence Model: Using Rapport Building to Maintain Great Relationships
Role Play: Usage of Positive & Professional Customer Service Language

Module 4: Managing Customers’ Expectations & Strategies to Negotiate towards a Win-Win Outcome
Chunking Up When Complaints Arise
Activity: Chunking Up & Down to Achieve Agreement when needing to Negotiate / be Assertive with Customers
Understanding Clients’ Requests and Requirements Clearly through Meta Model Questions
The Agreement Frame- Gently Refusing Customers’ Requests which are Unachievable / Unrealistic
Role Plays Using the Agreement Frame

Giving Your Best even when You Don’t Feel Like It!

Pre & Post Training Assessments
Online Group Discussions 
Virtual Energisers 
Mock Phone Call Exercises

Who Must Attend:
All Customer Service Employees
Investment Fees:
RM604.20 (Including 6.00% Service Tax) per participant (Standard Fee)
RM498.20 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 10 December 2020)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
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.
This Training Programme is SBL Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL Scheme With Pembangunan Sumber Manusia Berhad (PSMB/HRDF)