Online Training - 5 Star Customer Service Workshop by Aslini Abdullah
Date: 12 October 2021 (Tuesday)
Time: Total 7 Hours:- Session 1 (Tuesday): 9:00am to 1:00pm Session 2 (Tuesday): 2:00pm to 5:00pm
Venue: ON LINE TRAINING
Introduction:
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, and 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 become better speakers and listeners, and will also be able to get other people to listen better to them. These skills, once mastered, is an effective tool which helps people avoid misunderstandings, increases the quality of customer service, develops concentration skills and creates solid professional and personal relationships.

To give an insight into Quality Customer Service and applying appropriate techniques in dealing with customers and effectively and professionally through telephone and e-mails.

Objectives:
At the end of the training, 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
Practise techniques in handling complaints in order to pacify them 
Gather an understanding on basic communication skills and that it is of paramount importance
Create a great first impression to internal and external customers
Continuously strive to improve and perfect their vocal intentions to sound positive, convincing and professional
Identify what affects listening and why most people are so bad at it
Take pride of their supremely important responsibility in the front-line
Enhance their verbal and non-verbal communication skills

Program Content:
Module1: Creating the Customer’s Experience
Knowing the timing requirements
Being one step ahead-Provide solutions
Skill of understanding through attentiveness
Skillful listening 
Obtaining feedback

Module 2: The Power of Listening & Body Language
The barriers of Communication
The difference between Hearing & Listening
Passive and active Listening
Why we Don’t Listen Well
How to become an Active Listener
First Impressions & Remembering names
Body Language & gestures

Module 3: The communication basics
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 4: Developing Rapport through Magic Phrases
Greetings for new and existing customers
End with finesse
Being emphatic
Phrases for beyond customer’s expectations
The follow-ups

Module 5: Passion for work
Ways to love the job
Project confidence at work
Appropriate skills that attract customers’ intention positively

Methodology:
Interactive Workshop
Who Must Attend:
All Customer Service Employees
Investment Fees:
RM954.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM742.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 08 October 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-Khas Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL-Khas With Pembangunan Sumber Manusia Berhad (PSMB/HRD Corp)