"I Want Service NOW. I Am Your Customer!" (Customer Service Skills) by Aslini Abdullah
Date: 2 & 3 October 2018 (Tuesday & Wednesday)
Time: 9:00am to 5:00pm
Venue: Hotel Melia Kuala Lumpur (Across From Berjaya Times Square)
Introduction:
To give an insight into Quality Customer Service and applying appropriate techniques in dealing with customers and effectively and professionally.

Objectives:

At the end of the workshop, 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
• 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

Program Content:

Module 1: 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

Module 2: Who are your customers and the needs of customers?
• Personalities of customers
• Identify their needs 

Module 3: Matching the customers’ needs
• Knowing the timing requirements
• Being one step ahead
• Skill of understanding through attentiveness
• Skillful listening
• Obtaining feedback

Module 4: 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)

Module 5: Magic Phrases that make the difference
• Greetings for new and existing customers
• End with finesse
• Being emphatic
• Phrases for beyond customer’s expectations
• The follow-ups

Module 6: 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, simulatiom games and lectures.

Who Must Attend:
All Customer Service Personnel.
Investment Fees:
RM1,888.00 per participant (Standard Fee)
RM1,588.00 per participant (Early Bird Fee, register by 24 September 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)