Online Training:- Communication & Customer Service Skills

Date: 14 June 2022 (Tuesday)

Time: 9:00am to 5:00pm

Venue: ON LINE TRAINING

Trainer: Aslini Abdullah (View Trainer Profile)

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 10 June 2022)

Group incentive: Register 3 participants from the same organization, the 4^th participant is FREE. (Buy 3 Get 1 Free)

Registration:

There are 3 methods to register for this training:

Kindly click here for online registration. Register Now.
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).
Call us to register. Tel: +6-03-6270-9883.

Notes:
This Training Programme is HRD Corp Claimable Course *Subject to PSMB conditions.

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