Online Training:- Communication & Customer Service Skills by Aslini Abdullah
Date: 8 December 2021 (Wednesday)
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 through effective Communication Skills.
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
Utilize appropriate communication skills in relating to external and internal customers
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 

Program Content:
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

Who are your customers and the needs of customers?
Personalities of customers
Identify their peculiar needs and wants

Matching the customers’ needs
Knowing the timing requirements-key element in customer service
Being one step ahead
Skill of understanding through attentiveness
Skillful listening 
Obtaining feedback-appropriate questions to confirm their needs

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)

Magic Phrases that make the difference-effective communication skills
Greetings for new and existing customers
End with finesse-repeat skills upon confirmation
Being emphatic
Phrases for beyond customer’s expectations
The follow-ups-on bookings

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, role plays, simulation games and lectures.
Who Must Attend:
Supervisor, Executive and Manager
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 03 December 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 HRD Corp Claimable Course *Subject to PSMB conditions.

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