Online / Virtual Training:- Effective Customer Service Skills by Tee Keng Chai, Casey
Date: 4 February 2021 (Thursday)
Time: Session 1 (Thursday): 9:00am to 12:30pm Session 2 (Thursday): 2:00pm to 5:30pm)
Venue: ON LINE TRAINING
Introduction:
The purpose of this online training is to impart the necessary customer service and interpersonal skills to the  staff  who need to service purchasers, walk-in clients and others internal and external customers. Emphasis will be given to train the participants on the methods and techniques in providing excellent  customer service and interpersonal skills  to win the heart of customers. They will also learn professional methods to deal with difficult customers and challenging situation. 

Objectives:
At the end of this training program, participants will be able to :

a) understand the importance of excellent customer service for front liner

b) master the skills to putting customers at ease

c) build trust and relationship with customers

d) help to identify customers’ needs

e) apply effective after sales service  skills

f) solve challenging service issues and  problems

g) invite customers back

h) build long term relationship and customer loyalty 

i) help the company achieve the prestigious image of  a service oriented organisation  

j) master professional communication skills

k) learn effective  presentation skills

l) learn practical  and grooming skills

Program Content:
PART I: ACHIEVING  EXCELLENT  CUSTOMER  SERVICE

Module 1: Telephone Etiquette
Receiving Calls
Create An Impactful First Impression
Making A Call

Module 2: Value Your Customers
Values come from the heart more than techniques
Values drive our attitudes and motives
Focus on Customer’s  Expectations  
How to meet customer’s Expectation

Module 3: Ask How To Help Customers
Identify Customer’s needs
Questioning  Skills
Listening Skills
Understanding Customers Emotional And Logical Needs

Module 4: Handling Difficult  Customers
Who Are Difficult Customers
What Make Customers Difficult 
How To Manage Difficult Customers
Being Patient Is The Highest Form Of Persuasion 
                 
Module 5: Master The Problem Solving Skills In Service
What Is A Problem
How Problems Arise
Problem Solving Process
How To Overcome Problems

Module 6: How To Handle Objection
Monitoring Customers’ Feelings
Listening
Acknowledging
Propose Amicable Solution

PART II: EFFECTIVE COMMUNICATION SKILLS 

Module 7: How To Communicate Effectively
Understanding The Cause Of Communication Break down
Egos, Emotions And Attitudes
How to Talk to Customers and make them Listen

Module 8: Effective Presentation Skills  
The Traits of Effective Presenter
How To Present Your Ideas
How to Use Body Language To Enhance Presentation




Methodology:
Interactive Online Trainingi
Who Must Attend:
All Customer Service Staffs
Investment Fees:
RM742.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM530.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 29 January 2021)

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 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)