Developing the High Performance Service Ambassador in the Service Environment

How can we move from a good customer service to a great customer service? The founder of the Ford Motor Company, Henry Ford has once said that: “Is not the employee who pays the wages. Employers only handle the money. It is the customers who pays the wages” In today’s society, good customer service no longer an option, but it has become a mandatory requirement in all service related industries.

The bigger picture of the customer service is always about how an employee communicate skills.  A successful communication will bring about accomplishment, whereas communication breakdown does just the opposite. Therefore, it is essential that we posses good communication skills to go about our daily lives and human interactions without any disruptions that might hinder our performance, competence and success in our business and social life.

In our training program, the customer service training is developed to meet the fundamental of customer service from the perspective of customers in the banking environment.  In this program, the participants will learn how to manage different categories of customers, and how they can meet respective needs within their organization.

Not just that, this high energy training program is designed to improve the customer service level of an organization by enhancing the communication skills of the participants. Lastly, the participants will also be able to gain the knowledge on how they can capitalize on their communication strengths, adjust to accommodate their weaknesses and learn how to use the office communication tools effectively.

DAY ONE

The Art of Relationship Building with Your Customer

MODULE 1: THE POWER OF ENGAGE AND CONNECT

Descriptions:

UNDERSTANDING YOUR COMMUNICATION WEAPON - How to talk, influence and inspire anyone at anytime

1. Understanding the basic  personalities of four different types of individual
2. Managing the 4 different types of individual
3. Using D.O.P.E. as an effective negotiation weapon
4. Effective communication in handling objections

MODULE 2: COMMUNICATION ESSENTIAL

Descriptions:

The wonder of relationship building

1. The magic of rapport building
2. 6Ps of effective communication tips and mastering the art of listening
3. Do you have what is takes to develop the trust you need in the working place?
4. Knowing the types of Communication & its Implications

Module 3: Developing the Personal Branding in the Service Place

Desriptions:

Your Brand Your Value, What is Your Statement?

1. The power of first impression in the service place
2. Impression management
3. Understanding the fave value - Confidence booster or people friendly in building your personal brand
4. Projecting your company’s corporate image

Module 4: Words Power - The Right Words, The right outcome

Descriptions:

Learning how to get the “yes” from your customers

1. Develop the critical insights that help your clients to see you more than just a vendor
2. Using F.A.C.E method to truly understand what a customer want
3. Helping your customer to see the light in difficult time
4. The power of words - Speaking the right words to your customer and gaining the “YES” from them

DAY TWO

Introduction to the Hospitality Standard

MODULE 1: Understanding the service environment

Descriptions:

Introduction to the hospitality standard in a big picture

1. What you need to know about hospitality standard?
2. Understand what every customers wants
3. Finding out the behaviors that turn off a customer
4. What customers expect when things go wrong

Module 2: Creating the ultimate customer service experience

Descriptions:

Developing the personalized customer service way

1. Understanding the Needs & Demands of the Service Environment
2. The 6 Expectations of a Typical Customer
3. Customers Needs Analysis
4. Meeting the Basic Needs vs Going the Extra Mile

Module 3: developing the service ambassador in you

Descriptions:

What is your value as a customer service ambassador?

1. What is out of the box service?
2. Understanding and handling the general customer service issues 
3. Creating the Magic Kingdom in your service environment
4. Putting the service level on a high ground

MODULE 4: THE LAWS OF EVERGREEN EMPLOYEE

Descriptions:

The motivational factors behind a motivated MEMBER

1. What is your life equation?
2. Your contributions in making your working place a great place to stay and work
3. Finding the right focus in your life
4. The wake-up call! – The dreams, past & future

ANGELIN BOO

Certified NLP Practitioner

Certified Trainer of Timeline Therapy

Personal Image and Brand  Consultant

Professional Sales and Communication Trainer

(Specialized in Leadership and Managerial Skills Training)

Angelin is a woman of substance and vast experience with an impressive resume to boot. With over ten years working experience in sectors such as banking, retail sales, F & B and automotive sectors, Angelin is a truly seasoned brand expert specialising in the fields of customer service and communications. She stood above the rest and was personally handpicked from a sea of thousand professionals by our former prime minister of Malaysia to head and manage the Marketing & Corporate Sales Division of hisF&B Company.

There, Angelin does wonders for his company and was an excellent employee that led her to be entrusted with privilege of being the Head of the Customer Service Division. Being given the honour to work for one of the most influential Prime Minister of all time, she has learned greatly from him that one should never take things for granted; and should never stop finding passion in work and only deliver the very best of everything. Success will come by when one never stop giving up. And this has always been a strong source of motivation to her.

Later, Angelin was headhunted and given the opportunity to expand her wings in the automobile industry where she managed the Marketing & Communication Division of aleading automotive company. Her high-flying career in the automobile company has given her the opportunity to attest herself as a fast learner and has been recognized as a respected leader of Marketing and Corporate Communication division. There, she honed her skills to be a highly experienced and seasoned marketer; specialising in corporate branding, corporate communication and marketing.

Angelin has an expert command in direct marketing, PR, eMarketing and branding practices. In addition, while working in the automotive company, Angelin founded and leaded the Customer Relationship Management programme for the company. Later, Angelin honed her training skills and customer-focused perspective through her work with companies in several other competitive sectors.

Angelin’s excellent interpersonal skills have made her a good coaching leader. She was responsible for the development of personnel from front line contributor to senior executive. Working in the sales line for several years has also given her the insight of the importance of gaining the trust and respect from people of different levels. She has acquired the ability in working with people of many different levels and the ability to lead people to market multiple products and services, thus making her a highly-sought after leader and professional of her skills.

Not just that, Angelin is also a Certified Neuro Linguistic Programming (NLP) Trainer by the American Board of Neuro Linguistic Programming (ABNLP) and also a Certified Trainer of Time Line Therapy™ (TLT). Angelin incorporates NLP techniques to train and coach corporations or individual on developing the persuasion ability, rapport building and communication by understanding human behaviours and the use of the right words. Angelin brings to each of his client an assortment of energy, excitement and enthusiasm to help her client to obtain the desired outcomes both in the personal and business level.

Angelin that possessed the experience in image training, marketing and communication training and marketing and communication training has given her a competitive edge when it comes to building brands and establishing a reputable image on a corporate and personal level. Her extensive knowledge in these two major areas has allowed her to approach the subject of brand image from a customer-focused perspective has help clients from various industries to grasp the importance of building organizational and personal brands as the means to improve their business.

Her outstanding achievements include being featured in a full-page article on ‘Dining Etiquette’ in Sin Chew Daily newspaper, Harian Metro & News Straits Times newspaper and interviewed by Inspire FM.

Trainer’s Summary Profile:

ANGELIN BOO

Qualifications:

Certified NLP Practitioner

Certified Trainer of Timeline Therapy

Certified Image Consultant

Former Working Experience:

Marketing & Corporate Sales DivisionHead (of a renowned F&B Company owned by a former Prime Minister of Malaysia)

Customer Service Division Head (F&B Company) (of a renowned F&B Company owned by a former Prime Minister of Malaysia)

Marketing & Corporate Communication Head (of a leading automobile company)

Customer Relationship Management Programme Head (of a leading automobile company)

Certified NLP Practitioner  by the American Board of Neuro Linguistic Programming (ABNLP) – Incorporating NLP skills in customer service and communication trainings to train and coach both corporations and individuals in developing persuasion ability, rapport building and communication

Certified Trainer of Timeline Therapy – Incorporating NLP skills in customer service , sales, leadership, and communication trainings to help her clients breakthrough and over their disabilities and fears

Certified Image Consultant

Companies that she has trained:

1. PKT Logistics

1. OCBC Bank
2. Taylor's University
3. Concorde Hotel
4. AVON
5. Petronas Chemicals Group Berhad
6. Petronas Holdings
7. Perodua
8. Hobsons Education
9. IIUM
10. International University Kuala Lumpur (IUKL)
11. The Otomotif College (TOC)
12. MHE-DEMAG
13. Labuan Financial Centre
14. Permodalan Nasional Berhad (PNB)
15. Biotropics Malaysia Berhad
16. IEM Women Engineers Malaysia (Kota Kinabalu)
17. Teck Wah Paper Sdn. Bhd
18. Agricultural Chemicals Sdn. Bhd
19. PEPS-JV (M) Sdn. Bhd
20. WYETH Malaysia
21. Malaysian Electronics Payment System (MEPS)
22. Corporate Intelligence Advisors
23. Amex
24. Sibu Coucil
25. Oriental Castle
26. Putrajaya Conventionn Centre - PICC (Anchor Trainer)
27. Cyberview Berhad
28. Goodyear
29. Bank Of China (M) Berhad
30. Unimas
31. Mas Airlines

Media Appearances:

1. Sin Chew Daily                   - Dining Etiquette

2. Berita Harian                       - Pancaran Imej (Famili)

3. News Straits Times                        - The Association of Image Consultants (AICI) Event

4. FEMALE                            - Fashion of the Day
5. Inspire.FM                         - Bloom & Groom with Angelin Boo