Develop Superior Customer Service Skills Workshop by Sri Devi Panchacharam
Date: 14 & 15 February 2019 (Thursday & Friday)
Time: 9:00am to 5:00pm
Venue: Hotel Melia Kuala Lumpur (Across From Berjaya Times Square)
Most of us do realise that customer service is of supreme importance. But do we really understand, that it relates directly to the company’s bottom-line?  We live in a world of instant-connectivity. It is not uncommon to see posts in Facebook or Tweets which expresses grave dissatisfaction to services received by a certain company, and suddenly, its big news! Before you know it, the potential revenue loss due to this can skyrocket beyond control.

Very often, customer service executives are not told- they have one of the most, if not the most important job in the company. They are being entrusted to hold fort, and single-handedly manage the company’s reputation. This course serves as a tool for the participants to understand the importance of their jobs, learn the cardinal rules of customer service, telephone etiquette, handling irate customers and a variety of other skills which improve their on-the-job performance. As a result, companies can ensure that their service standards will always be uniformly upheld, whilst boasting a superior five-star customer service executives and managers.

Upon completion of this workshop, participants will be able to:

• Gather an understanding on basic communication skills and that it is of paramount importance
• Appreciate the point-of-views of customers
• Take ownership of the responsibility that comes with their job
• Create a great first impression to internal and external customers
• Strive to improve and perfect their vocal intentions to sound positive, convincing and professional
• Identify what affects listening, and why most people are so bad at it!
• Take pride of their supremely important responsibility in the front-line
• Understand the attributes of customer service excellence
• Enhance their verbal and non-verbal communication skills
• Design their own scripts which promote high levels of ownership
• Conquer tough situations using high levels of Emotional Intelligence (EQ)

Program Content:
Module 1: The Essence of Top Notch Customer Service
• Recent Statistics on Customer Service Habits
• The Expectations of Customers Today
• Group Brainstorming Session: How Has Customer Service Changed over the Last 20 Years?
• De-Brief: Your Role & Responsibility in Understanding the Change In Customer’s Expectation and Managing Them
• The Global Village
• K-S-C-C: Attributes of a Confident Customer Service Personnel

Module 2: It Starts By Listening Actively
• The Communication Cycle
• It is Not Always About “What You Know” but “How You Say It”
• Group Activity: How Can Communication Be Improved in Your Workplace- Common Areas of Miscommunication
• De-Brief: How Could We Prevent Miscommunication with a Few Simple Steps
• Listening Skills: Are We Good Listeners? Really?
• The Difference between Hearing & Listening
• Passive vs Active Listening
• The Value of Listening
• Communication Whispers Activity: If You Think You Can Listen, Try This!
• Why We Don’t Listen Well- In the Telephone & In Person
• The 7 Communication Sins: We are All Guilty!
• Paraphrasing: Secret to Ensuring You Do Not Miss Out Vital Information
• How to Become an Active Listener

Module 3: Non-Verbal Communication: The Underdog
• The Mehrabian Communication Chart
• Body Language, Voice (Tone) or Words: Which is the most important?
• Demonstration: It is Not Always About the Words
• Role Play: Customer Service Situations at Workplace which Could Be Improved
• Body Language for Customer Service
• Individual / Group Actvity: How Savvy are we with Reading Body Language?
• First Impressions & Remembering Names
• Creating that Great First Impression

Module 4: Perfecting the Customer Service Language
• Power Business Greetings, Ps & Qs
• How we Unintentionally Create Complaint Situations
• Activity: Find the Poison Ivy
• Positive Words & Phrases for Customer Service
• Role Play: Usage of Positive & Professional Customer Service Language

Module 5: Professional Etiquette for Customer Service
• The Definition of Etiquette & How it Applies to You
• Golden Rule of Etiquette
• 2016’s New Rule of Etiquette
• Faux Pas: Do We Commit Them?
• Group Brainstorming Session: Faux Pas at the Workplace
• The Concept of Perception & Reality
• Secret to Winning Customers Over: A Smile when Needed Most
• Learning the Elements to a Sincere Smile
• Remembering your Customer’s Names
• Service Never Ends: Building Rapport for Continuous Business

Module 6: Conquering Complaint Situations with Emotional Intelligence (EQ)
• The Different Groups of Emotions
• Why are we Equipped with Emotions?
• Does Emotion Supersede the Mind?
• Beginnings of Emotional Intelligence (EQ)
• Video: EQ is the Foundation of Customer Service Management
• The EQ Model: Understanding Ourselves Before we Understand Others
• Emotional Hijacking
• Group Discussion Session: Complaints at the Workplace
• De-brief: Using the right EQ strategies and customer service phrases to manage a complaint
• Cooling Your Hot Buttons
• The Attributes of a Conflict
• Understanding Challenging Characters
• Video Case Study: How Could This Situation Be Handled Better?
• Steps to Become Conflict Competent
• Constructive Response for Complaints
• Problem Resolution & Relationship Recovery

A Motivational Session - Giving Your Best even when You Don’t Feel Like It!

• Your Commitment to Self-Mastery: Kaizen
• Traffic Light: Your Learning Points from this Workshop
• Finale Activity: Seeing the Best in Everyone

• Classroom Lecturettes
• Open Talk Session
• Stand-Up Discussions
• Pre & Post Training Tests
• Group Brainstorming Activities
• Energisers
• Individual Quiz
• Case Study
• Pop Quiz
• Role Plays
• Videos: Challenging Service Situations
Who Must Attend:
This workshop is aimed at customer service professionals, service agents, front-line customer service personnel, team leaders, supervisors, managers, business professionals who work with customers.
Investment Fees:
RM1,888.00 per participant (Standard Fee)
RM1,588.00 per participant (Early Bird Fee, register by 08 February 2019)

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 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)