Effective Customer Services & Telephone Skills At Work by Chin Siow Fong, Cerene
Date: 27 & 28 August 2018 (Monday & Tuesday)
Time: 9:00am to 5:00pm
Venue: Hotel Melia Kuala Lumpur (Across From Berjaya Times Square)
Introduction:
One way to ensure business growth is having the people in the organization to provide quality customer service with a heart. Customer service begins with one’s attitude and serving passion. By learning and putting sound service and telephone skills into daily use, the service providers could truly be successful and more professional in providing excellent service in the course of customer interactions. Customer service and telephone skills done right indeed enhance any business successes especially in the hypercompetitive markets.
Objectives:
• Develop positive service paradigms for work life
• Revive an optimistic and professional outlook for self-image and service roles in the organization
• Create an awareness that customer service is everyone’s responsibility
• Appreciate customer satisfaction is the foundation for organizational  success and profits
• Enhance personal communication in service through effective listening and relating to customers
• Acquire and apply positive telephone skills to enhance customers’ confidence towards the organization
• Apply useful guidelines in resolving issues and creating meaningful and long-term customer connections
• Develop happy attitudes in serving the customers
Program Content:
1   Setting the “Right” Service Mindset
• Developing an open mind to learn and  improve on the job
• Projecting a positive self-image at all time

2   Importance of Service Excellence At Work
• Understanding customers’ needs and expectations
• Filling in service gaps with components of service excellence

3   Dimensions and Characteristics of Quality Service Delivery
• Serving as service leaders – The 4 crucial roles
• Serving as service providers – the KASH fundamentals & 6 attributes
• Applying tips on emotion management for greater service effectiveness

4   Undertaking Service Challenges Positively
• Identifying factors causing difficult customers
• Tips on handling difficult or angry customers
• Utilising critical steps in handling complaints to regain customer’s confidence

5   Overview of Communication in Service
• The process and modes of communication
• Recognising & removing communication barriers
• Guidelines on effective person-to-person communication
• Listening – the heart of communication

6   Importance of Telephone in the Organization
• Assessing your voice and telephone skills – reality check
• Essential telephone courtesy and techniques in handling calls
• Using useful words & phrases to create positive impressions
• Managing the customer’s perception and customer service call

7   Team Working for Win-Win Service Results
• Understanding the importance of teamwork in customer service
• Developing positive team-working spirit for service harmony and motivation

8   Creating Personal Sustainability in Customer Service
• Assessing what work and what can be done differently
• Formulating action plans for personal enhancement

Methodology:
The workshop is interactive and participative allowing participants to internalize the concepts and knowledge learnt. There is a mixture of lectures, role plays, skill practices, discussions, games, group dynamics, simulations and reflective exercises to integrate learning.
Who Must Attend:
Receptionists, telephones, customer service staff, sales assistants, service team leaders and any service providers who seek improvement.
Investment Fees:
RM1,888.00 + 0.00% GST per participant (Standard Fee)
RM1,588.00 + 0.00% GST per participant (Early Bird Fee, register by 20 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)