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EXCELLENT CUSTOMER SERVICE & RESPONSE TO COMPLAINTS

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Training by ITRAININGEXPERT.com

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On-Site / Training

Ended last Oct 20, 2023

MYR 2,590.00

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Details

Customer Service is the first point of contact between clients and your business. When a client is curious, confused or even dissatisfied, they reach out to you and how you respond will determine the quality of your brand.

It absolutely crucial for every enterprise to maintain a high-performing Customer Service department and workplace culture. By consistently providing a positive customer experience to your clientele, you can distinguish yourself from the competition and succeed in customer retention in ways beyond even what the quality of your specific product or service can provide.

Excellent Customer Service requires effective communication skills to empathize with the other party over any medium (Face-To-Face interactions, Calls, Live Chats, Emails etc.) and extensive product knowledge for strategic use in providing the appropriate solutions customer complaints.

This two day program is designed to provide service professionals aims with these essential skills sets not just to ensure a standard of people-friendly professionalism that leads to repeat business, but also to create a dynamic workforce with a higher level of commitment to their brand.

Outline

DAY 1: 9:00AM – 5:00PM

9:00- 9.05am INTRODUCTION

• Introduction to Trainer, Training Programme & Course Overview

• Learning Objective & Outcome

• Online Pre-Assessment- Individual (10 questions)

9:05am – 10:30am

MODULE 1: ACKNOWLEDGE CUSTOMERS

• Icebreaking activity – Dope!

• What is Customer Service

• Why Customer Service is important

• How to Acknowledge Customers?

• Smile, Nod & Greet – Keep your distance

• Invite customers politely to observe SOP

• Body Language

• Body Posture

• Standing position / distance

• Eye Contact

• Professional Image – Dress Code & Head-To-Toe Grooming

• Surrounding cleanliness

• Organizational Skills

• Watch video – Pretty Women

• Watch video – Breakfast in Tifanny

• Group Brainstorming & Roleplay

10:30-10:45: TEABREAK

10.45am –1pm

MODULE 2: BUILD RAPPORT

• “Read” customers – body language, visible signs such as mood, behaviour, speech, language, walking and standing posture, surrounding factors

• Assessing Different Types of Customers

• Self-introduction – K.I.S.S – Name & Role

• Address customer by Title & Name

• What to say & What not to say

• What to ask & What not to ask

• The Art of Asking Questions – Open Ended versus Closed Questions

• The Art of Listening Attentively – Nod, Pause, Eye Contact, Take Note

• How To Communicate Clearly and Positively – The Compliment Game

• Quiz, Group Presentation & Roleplay

1:00 – 2:00pm: LUNCH BREAK

2:00pm – 3:30pm

MODULE 3: CLARIFY CUSTOMER’S NEEDS

• How To Identify Customer’s Problems

• Apply Open Ended Questioning Technique

• Paraphrasing skills – Making sure you got it right

• Handling customer’s queries with strong product knowledge

• Explain Features & Benefits – What problems are you solving?

• Identify Your Business Goals – generating revenue/sell

• How does your product/services add value to customers?

• Tips on how to maintain your composure: Patience & Keep Calm

• How to handle difficult customers

• How to handle customer’s objection

• Knowing Your Limit

• Watch videos – Angry customers

• Group Brainstorming & Roleplay

3:30- 3:45pm : TEABREAK

3:45pm – 5:00pm

DAY 1 CLOSING

• Activity: Acting Skills – 7 Universal Facial Expressions

• Energizer Activity– Mirror Mirror On The Wall

• Assignment: Topic Presentation by Group

• Create a Video – In Customer’s Shoes: Customer Experience Expectation

• Questions & Answer

• Recap, Debrief by Trainer

• Feedback from Trainees

• Online Quiz Competition with real-time Leaderboard

• Take Group Photo

5:00pm: END OF DAY 1

Day 2: 9 :00 – 5: 00 pm

9:00- 9.05am: RECAP DAY 1

9.05am – 10:30am

MODULE 4: DIRECT CUSTOMERS TO EXPERIENCE PRODUCT

• What is Customer Experience?

• Why Customer Experience is important?

• Paperclip Demonstration using 5 Senses: Sight, Hear, Touch, Smell & Taste

• Class Activity: Watch your own videos “Customer Experience Expectation”

• Class Activity: Create Your Own Experience Booth

• How to direct customers? – Show, Guide, then Invite

• Highlight product’s features that solve their problems

10:30-10:45: TEABREAK

10:45am – 1:00pm

MODULE 5: ENGAGING WITH CUSTOMERS

• Persuasion skills - Polite, influencing, suggesting

• Apply open-ended questions

• Listen attentively (nod, eye contact, pause – do not interrupt!)

• How to take note of customer’s feedback

• Apply Features & Benefits technique

• Activity #1– Create Top 5 FAQs of your Products/Services

• Activity #2– Present by Group – Compile the best answers as guideline

• Activity #3– Roleplay based on the new FAQs

1:00 – 2:00pm: LUNCH BREAK

2:00pm – 3:30pm

MODULE 6: FOLLOW THROUGH WITH PURCHASES

• Time Management – Knowing when to move to the next step

• Tips – Action speaks louder than words

• Concluding pitch – reconfirm customer’s list of items

• How to reassure their purchase decision choices – Valid compliments not Fake

• Upsell & Cross-sell

• How to go through the terms & conditions – Speak with Care, Clear & Concise

• Tips on how to give reasons for customers to come back

• VIP Treatment until the end

• Surprise Elements - throw in “Surprise Offers”

• Discounts/Vouchers/Special membership/VIP card/Loyalty card

• Personalized Thank you note

• Keep In Touch contact details – Online & Offline

• Usher & Greet goodbye – only when customers are ready to leave

• Thank customer by Title & Name

3:30- 3:45pm : TEABREAK

3:45pm – 5:00pm

DAY 2 CLOSING

• Final Assignment: Topic Presentation by Group

• Create Testimonial Videos – My Customer Service Journey

• Questions & Answer

• Recap, Debrief by Trainer

• Feedback from Trainees

• Online Quiz Competition with real-time Leaderboard

• Post Assessment – Individual (10 questions)

• Announce Winners – by group & individual

• The Best Presentation

• The Best Customer Service Journey

• Online Quiz Competition Winner

• Take Group Photo

• Training Evaluation Questionnaire

5:00pm: END OF TRAINING

Speaker/s

S. Angeline
Bachelor of Software Engineering (Hons), University of Staffordshire
CEO and Founder Of A TECH
Certified Ethical Hacker (CEH)
Computer Hacking Forensic Investigator (CHFI)

Our consultant is an experienced specialist in professional development and digital marketing.
She has been spearheading a global development company, primarily the management consulting wing specializing in providing world class professional development, human capital development and social media marketing solutions. She was involved with ensuring progressive growth of the business through management of its Advisory functions. Currently she is the CEO of a digital marketing firm in Malaysia.

Her everyday role entails; strategic planning, managing and leading teams in diverse roles, sales/ marketing/ advisory/ operations management, digital marketing, market expansion strategies, business development initiatives, competitive and market intelligence, determining pricing strategies and control and monitoring of budget/spend of products under the portfolio.
Her unique interpretation of online business allows her to travel the globe as a speaker, trainer and consultant, working with multiple organisations.

She has served participants from:
SIRIM , Malaysia
MATA , Malaysia
Palace of the Golden Horses, Malaysia
Royal Chulan, Malaysia
Bank Islam, Malaysia
B Braun Malaysia
Total Worx Asia
Lafarge Cement
PETRONAS Malaysia
Dragon Oil Dubai
Halliburton
Zimbabwe Power Corporation
Canon
National Bank Of Malawi
PNG Ports Corporation Limited
Qatar Petroleum Company
Qatar Petrochemical Company (QAPCO)
The Tanzania Institute Of Bankers
Alinta Energy Sydney, Australia

Special Offer

EARLY BIRD PRICE:

1Pax = RM 2,590.00 (Valid until 14 DAYS prior to registration).

STANDARD PRICE:
1Pax = RM 2,990.00

GROUP PRICE:
3Pax or more = RM 2,490.00 (Valid until 14 DAYS prior to registration).

Payment mode:

Certificate

Upon successful completion of this program, you will receive a Certificate of Achievement.

Payment mode:

1. Online Payment by Credit card: You can opt to register and pay online with our latest payment integration system through our website.

2. Bank Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.

3. HRD Corp Claimable Courses Skim Bantuan Latihan Khas (Applicable to Malaysian Employer Only)

Schedules

Jun 22, 2023 - Jun 23, 2023

ENDED

Petaling Jaya, Malaysia

	Thu	09:00 AM — 05:00 PM
	Fri	09:00 AM — 05:00 PM

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Oct 19, 2023 - Oct 20, 2023

ENDED

Petaling Jaya, Malaysia

	Thu	09:00 AM — 05:00 PM
	Fri	09:00 AM — 05:00 PM

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No. of Days:	2
Total Hours:	16

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ITRAININGEXPERT GLOBAL PLT is the corporate training arm of The English Expert Publishing and Training Group established since 1999 by consulting partners with extensive training experience from both the government and corporate sector covering Malaysia, Singapore, Australia, China, Vietnam and Indonesia.

All our trainers are experienced practitioners, professionally certified, dedicated and specialized in their respective fields. Our corporate philosophy is of Total Customers Satisfaction. We carry out our task with integrity and full commitment. We continue to keep abreast with industry developments through individual and ongoing continuing education, in-depth training and consulting that your organization demands and deserves.

For 18 years now and counting, we have trained more than 100,000 people to improving their work productivity, leadership & communication skills, language proficiency, sales, negotiation & presentation skills, workplace management and personal development.

What do we SPECIALISE in?

Put it in an easy way, we specialize in Training and Human Development training and consultancy services covering both soft skills and technical skills, a wide range of courses pertinent to the human capital development of high performing organization. ...

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Business Communication Customer Relationship Management Personal Development