(3 Days) Effective & Quality Customer Service Workshop by Aslini Abdullah
Date: 10 to 12 July 2023 (Monday to Wednesday)
Time: 9:00am to 5:00pm
To give an insight on Effective & Quality Customer Service and applying appropriate techniques in dealing with customers and guests effectively and professionally.
At the end of the workshop participants will be able to:

Understand their role as a 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
Practice techniques in handling complaints in order to pacify them
Acquire skills in getting cooperation from internal and external customers
Exhibit a caring attitude by showing warmth and being spontaneous

Program Content:
Module 1: Effective Customer Relations
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

Module 2: Creating the customer’s experience.
Knowing the timing requirements
Being one step ahead 
Skill of understanding through attentiveness
Skillful listening
Obtaining feedback

Module 3: Developing rapport through magic phrases.
Greetings of new and existing customers
End with finesse
Being empathic
Phrases for beyond customer’s expectations

Module 4: Quality Customer Service
Types of service
Dimensions of Service
Importance of service standards
Customer Relations Potential Scale
Pointers on service successes

Module 5: Handling complaints
Why customers are difficult?
Why companies lose customers?
Steps in handling complaints
Learn to get difficult customers on your side
Action plan and follow-up

Module 6: Exhibiting a caring attitude.
An OK attitude
Ways to foster self-confidence
Mirror the winners

Module 7: Building confidence and setting personal target.
7 aspects of goal setting
Steps in planning
Barriers and challenges to overcome
Solutions to challenges

Module 8: The secret to getting more cooperation.
A strategy for getting more cooperation
Roadblocks to avoid
Techniques in getting cooperation from your internal and external customers

An interactive approach which incorporates the following:

Group discussion
Self-assessment exercises
Group presentation
Activities in relation to topics discussed

Who Must Attend:
All Employees That Interact with Customers.
Investment Fees:
RM2,650.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM2,100.01 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 05 July 2023)

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 HRD Corp Claimable Course *Subject to HRD Corp Terms & Conditions.

Human Resource Development Corporation (HRD Corp)HRD Corp Registered Training ProviderHRD Corp Claimable
We Are An Approved Training Provider Under HRD Corp Claimable Course With Human Resource Development Corporation (HRD Corp)