Wow Your Customers (WYC): Awesome Customer Service Experience Workshop by Khairul Anuar Safiullah
Date: 13 & 14 August 2018 (Monday & Tuesday)
Time: 9:00am to 5:00pm
Venue: Hotel Melia Kuala Lumpur (Across From Berjaya Times Square)
Introduction:
This Neuro Linguistic Programming course is focused on taking participants’ existing customer service skills to the next level or build a strong base on customer service skills for people who are new to developing an awesome customer service experience. This course will help participants understand the principles of NLP and how they enhance the customer service experience. For new hires, it gives them a base skill to polish and improve with experience.

Delegates will be able to utilize profiling tools, customer service techniques, and NLP communication models for developing enhanced rapport with customers, truly understanding the client’s needs and making it easy to service them meaningfully, whilst adopting the mindset and attitude of high performing customer service people.
Objectives:
By the end of the workshop, participants should be able to:

• Be able to understand and explain the importance of providing high quality customer service.
• Be able to identify the key elements of awesome customer experience.
• Understand the need to be a professional.
• Acquire the knowledge and skills needed for effective customer service delivery.
• Acquire the skills to sell to your customers
• Understand how to write and respond to emails.
• Understand the need for proper personal management
Program Content:
Wow Your Customers (WYC) Overview
• What is Wow Your Customers
• Evolution of Customer Experience
• The Entrepreneurial Mindset
• What is good customer service?
• Standards to Wow Your Customers
• Defining Customer Experience
• 4 Levels of Customer Service

Wow Your Customers (WYC) Mindset
• Impossible to Possible
• What shapes our attitudes and beliefs
• How can we change our attitudes and belifes
• Creating the WYC Mindset

Speaking the Customer Language with DISC© Tool
• When Do We Communicate?
• Verbal Communications
• Communication Model
• DISC© Profiling

Non-Verbal Communication and The Art of Rapport Building
• Rapport is Power
• Mehrabian Model
• How to Read Non-Verbal Communication
• 6 Steps to Active Listening
• Personal Space
• Rapport Skills

Developing Customer Service Relationships
• First Impressions
• 6 Paradigms of Human Interaction In Negotiations
• Customer Relationship Mindset

Inbound Telephone Call Structure
• Preparation and Planning
• The Welcome
• Understanding The Challenge
• Solutions
• Confirm And Exit

Managing Conflicts with HEAT Approach
• Conflict and Cause
• Stages of Conflict
• HEAT Approach

Goal Setting Towards Excellence in Customer Service
• SMART Goals
• Action + Commitment = Results

Methodology:
The workshop is delivered via lectures, videos, songs, discussions, role plays and games to ensure a fully experiential learning.
Who Must Attend:
All Customer Services Employees
Investment Fees:
RM2,188.00 + 0.00% GST per participant (Standard Fee)
RM1,888.00 + 0.00% GST per participant (Early Bird Fee, register by 06 August 2018)

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 (44KB).
  3. Call us to register. Tel: +6-03-6270-9883.
Notes:
This Training Programme is SBL Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL Scheme With Pembangunan Sumber Manusia Berhad (PSMB/HRDF)