Excellent Customer Service Skills Workshop by Chin Siow Fong, Cerene
Date: 6 & 7 August 2019 (Tuesday & Wednesday)
Time: 9:00am to 5:00pm
Venue: Hotel Istana City Centre Kuala Lumpur
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 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 done right indeed enhances 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
  • Apply useful guidelines in 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
    • The 3-tier service paradigm

    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

    4   Undertaking Service Challenges Positively

    • Identifying factors causing difficult customers
    • Listening - the first step to managing complaints
    • Utilizing critical steps in handling complaints

    5   Importance of Telephone in the Organization

    • The customer's perception and customer service call
    • Assessing your voice and telephone skills - reality check
    • Essential telephone courtesy

    6   Communicate Positive Image in Customer Service

    • Creating pleasant first impressions
    • Observing pointers on personal hygiene and grooming
    • Paying attention to "unspoken" details

    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, telephonists, customer service staff, sales assistants, service team leaders and any service providers who seek improvement.
    Investment Fees:
    RM1,908.00 (Including 6.00% Service Tax) per participant (Standard Fee)
    RM1,590.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 29 July 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)