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)
Introduction:
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.


Objectives:
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

FINALE SESSION:
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


Methodology:
• 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)
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 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)