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Date
28/Mar/2016 - 29/Mar/2016

Time
9:00 am - 5:00 pm

Location
Armada Hotel PJ

Categories

Upcoming sessions
ecsr


Delivering quality customer service requires knowledge, forethought and a great deal of concentrated effort doing “the right things”. This course aims to show the participants what these “right things” are, and help them to attain it through a straight forward, step-by-step process.

Customer service executives, supervisors, support staff, sales personnel and front-liner who are in constant contact with customers.

By the end of the session, you would be able to:

  • Understand the importance of excellent customer service to improving your business.
  • Gain insights into the needs and expectation of customers.
  • Define the customer service process and foster a service culture in a company.
  • Identify your product service knowledge and learn the necessary level of product service knowledge that is require for excellent customer service.
  • Recognize and improve the core skills for excellence customer service skills – communication and organizing skills.
  • Understand the importance of your first encounter with the customer and impress them by immediately building good rapport with them.
  • Develop effective listening skills and questioning techniques to obtain useful information from the customer.
  • Respond appropriately to various customers.
  • Adjust customer expectation when necessary, and work towards solutions.
  • Identify the common causes of customer’s upsets and avoid behaviors that irritates them.
  • Use proven framework to calm upset customer.

The course will be delivering through a combination of Metaphoric and Learning-By-Doing approach, where as the participants will be going through various simulation scenario which interact with the subject itself. At each stage, the participants will need to exercise the skills that been taught and practice them to self-develop their level of skills.

Active learning activities are included to allow participants to engage actively in the learning process. Besides that, leading the participants through these activities will enable better understanding on the concepts. The active learning activities are such as:

  • Group discussions
  • Case studies
  • Interactive storytelling
  • Team Experiential Learning
  • Brainstorming

The Importance of Excellent Customer Service

  • Customer service to business success
  • The cost of poor customer service

Know Your Customers

  • Who are your customers?
  • What they want?
  • What they don’t want?
  • How could you satisfy them?

Essentials Skills for Excellent Customer Service

  • Product service knowledge – appreciate the needs of you to understand your own product or service
  • Communication skill – understand the importance of clear communication when serving the customers
  • Organizing skill – learn how to organize your task and time to deliver timely service to the customer

Customer Experience Cycle

  • Where it Started?
  • Greeting the customers – The ‘moment of truth’
  • Actions to improve listening skills
  • Asking the right types of question
  • Adjust customer expectations
  • The ‘Wow’ factors

Working with Upset Customers

  • Why customers get upset
  • The ‘Magic Words’ to calm an upset customer
  • The 10 steps framework to calm an upset customer

team-bp-nathan

Nathan has over 20 years of extensive experience in the training industry. Coached by world renowned gurus such as Bob Proctor, Phillip Teal and Chris Newton, Nathan has trained more than 10000 people towards achieving excellent in performance. His clients came from such diverse industries as service providers, manufacturing, multinationals, corporate organizations, insurance industry, hotel industry, and network marketing industry.

An entrepreneur himself, Nathan co-founded a chemical supply company in 1997. During his tenure in the company, he shows excellent entrepreneurship skills where he solve matters of employee work performance and grievances, as well as overcome other business challenges. He expanded 3 new branches within a year and achieves tremendous positive growth for the company. Later, he left the company and devoted his time in training and developing others to live their life in fullness.

In 2011, Nathan took up a challenge where he was attached with an international insurance company. His goals were to grow the northern region agencies. Within a year time, he manages to lead the agencies to achieve a sales growth of 200% in new business by applying systematic approach in coaching and counseling.

Nathan is a versatile trainer who is innovative in his approach and deliverance. Based on experiential learning technique, his high spirited interactive deliverance and friendly and calm approach enables his participants to absorb the essence of his trainings with utmost ease. His ability to connect closely with the participants helps to build good rapport and enhances the learning process and relationship of trainer-trainee.

This workshop is fully claimable under

  • HRDF SBL Scheme

Kindly checks with your training department to make sure you are eligible.

Fees
RM 1690 per participant. The fees includes workshop materials, certificate of attendance, refreshment and lunch only. There will be an additional charge of 6% GST.

Early-Bird Discount
You will entitle 5% Early-Bird Discount if you register 30 days before this workshop begins.

Group Discount
You will entitle discount below if you send 3 or more delegates:

  • 3 participants (5% discount)
  • 5 participants (7% discount)
  • 8 participants (10% discount)

Registration

Bookings are closed for this event.