Enhancing Customer Experience

OVERVIEW
This training session takes a practical approach in terms of enhancing behavioural skills that are imperative for Service professionals to perform their function confidently. Key elements of Communication including Basic Customer Courtesies, Telephone Skills, , email writing skills, Professional Listening, Articulate Speaking, Live Chat, Dealing with angry and irate customers are included.

OBJECTIVES
Structure customer contact more effectively
Improve questioning and listening skills
Identify customer’s real issues and match with appropriate solutions
Build better relationships with customers using empathy
Understand the importance and impact of the telephone as a service tool
Write effective LIVE CHAT dialogue
Learn common words and phrases to use to exude excellent service skills
ENSURE CUSTOMER DELIGHT 

Review of the required elements of world class service

Attitude
Skills
Knowledge
Behaviour

Active Listening
Activity - The Diagram

Empathy - Understanding customer’s perspective
Video: The human connection
Video: Brené Brown on Empathy

Professional / Articulate Speaking
Communicating without body language through phone
Articulate speaking 
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
Game-The Blindfold

Probing Skills
The art of asking the right questions to identify and understand underlying customer issues
Game -  20 Questions

Body Language strategy & secret
Activity – Synchrony vs Dyssemia
Do’s & Don’ts in Body Language

Handling complaints and De-fusing angry customers
Role play sessions on real scenarios

Live Chat / Web Chat techniques
Group exercise         

Telephone Etiquette

Group Q&A

Shahrukh Moghal  is a Certified Trainer by PSMB Pembangunan Sumber Manusia Berhad - Certificate # EMP / 1654. He has over 15 years of experience servie and sales training. He conducts Certified Contact Centre Professional program subsidised by HRDF under its Graduates ENhancEmentpRogrAmme for Employability (GENERATE) scheme for fresh graduates. This curriculum includes Live Chat, Customer Service, Telesales, Team Leadership skills and understanding of the contact centre industry. The experiences that he has injected into his customer contact training and consultancy date back to 1990 when he began his career as a sales, then service agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within sales and service teams in a multitude of industries including Media, Banking, Insurance, Telecommunications, Manufacturing, BPO companies, Pharmaceutical Sales Companies, Software Developers and more. This experience as a Call Centre and face to face service and sales trainer and project coordinator has been instrumental in the development of his understanding of front-line staff and team leader psychology, what drives each position and how skills are developed in each area.

Registration fees and policy :–