(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
Venue: ON LINE TRAINING
Introduction:
To give an insight on Effective & Quality Customer Service and applying appropriate techniques in dealing with customers and guests effectively and professionally.
Objectives:
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
• Implementation

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

Methodology:
An interactive approach which incorporates the following:

• Role-plays
• 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)
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 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)