We've noticed this is not your region.
Redirect me to my region
What do you want to learn today?

WOW Customer Service

ENDED
Training by  Wanfah Prosper
Inquire Now
On-Site / Training

Details

INTRODUCTION

To bring in repeat business and increase referrals from current customers

In today’s competitive market, not only do we have to differentiate our products but to make our customer experience a WOW series for them to keep coming back and to refer even more customers!

How do we create lasting impressions with each customer in order to gain loyalty and attract potential clients? An organization must serve these customers with world-class standards.

This WOW Customer Service programme shares insights to serve valuable clients and win repeat business. Employees with superior customer service skills experienced a higher sense of commitment to their jobs as well.

 

LEARNING OUTCOMES

  • Recognize why customer service is critical for one’s happiness at work
  • Explain what customer service means towards both internal & external customers
  • Modify one’s attitude to affect customer service in a positive way
  • Develop simple systems to maintain a positive, customer focused, attitude
  • Implement needs analysis techniques to better address customer needs
  • Identifying outstanding WOW customer service techniques to generate return business
  • Practice simple strategies for excellent in-person customer service
  • Apply techniques for service excellence over the phone
  • Gain insight to communicating and retaining with customers online
  • Master techniques for dealing with difficult customers
  • Overall, understanding W.O.W. Customer Service and applying it to current and new customers

We need to go beyond good customer service and exceed our customers’ expectations with WOW or exceptional service. In order to achieve this it is important to note whether you or your staff have the right skill sets to deliver exceptional customer service. Is there a systematic approach to continuously improve your Customer Service skills? And are the customers being heard effectively to discover their real needs?

WHO SHOULD ATTEND

  • Managers
  • Sales & Marketing teams
  • Customer Service teams
  • Telemarketers
  • Captains
  • Front Liners
  • Department Heads and Supervisors
  • Teachers or Head Teachers
  • Any professional or working adult looking to enhance their service and skills
  • Small-medium business owners and staff

This WOW Customer Service Training Programme is for any professional from any department as Customer Service entails both internal, within and between departments as well as directly with external customers. This will in turn contribute significantly to the company’s image or bottom line as well as make the culture and work environment a livelier, more productive and a happier place to work in.

 

BENEFITS TO PARTICIPANTS

  • Increase one’s happiness and sense of fulfillment at work
  • Enjoy the process of serving both internal & external customers
  • Modify one’s attitude to be more positive and productive
  • Better understand customers
  • Identifying outstanding WOW customer service techniques to add more value to the company
  • Be known to have excellent in-person and phone customer service
  • Learn techniques to enjoy dealing with difficult customers
  • Enjoy increments, bonuses or incentives with increased customers and/or revenue

 

METHODOLODY 

This “WOW Customer Service” workshop’s methodology is a combination of expert input, interactive practical exercises, role play, group discussions, and presentations.

 

Outline

Module 1 – Customer Service = Happiness

  • What is W.O.W Customer Service?
  • My Purpose = My Drive
  • Customer Behaviours
  • Personal Benefits For Me
  • Reflection

 

Module 2 – Role Play

  • Let’s get culturally diverse
  • Put on the global customer mind
  • Generational differences
  • Reflection

 

Module 3 – Modifying One’s Attitude

  • Customer Empathy
  • Principles of great service
  • Developing simple, workable systems
  • Conducting customer needs analysis

 

Module 4 – Role Play: WOW CS 

  • Team
  • Speaking & Writing
  • Listening & Body Language
  • Reflection

 

Module 5 – Practicing Powerful Strategies 

  • Understanding Myself
  • Understanding Humans
  • Handling Difficult Customers
  • Reflection

 

Module 6 – Creating a WOW Culture 

  • What WOW Culture?
  • Creating Action Plans
  • Individual & Group Presentations
  • Awards & Recognitions


Speaker/s

FACILITATOR

 Callie Lim
– Law Degree (Honors), University of London, UK, 1996
– Certificate in Legal Certificate, 1999
– Masters in Education in Leadership & Management (current)
– Professional Certificate in Communication (Trinity College London, UK)
– PSMB (HRDF) Certified Trainer

 

 

 

Callie Lim has over 20 years of hands-on experience in Business, Communications, Marketing, Product & Business Development, Operations and Customer Service. Having created, developed and lead many teams to successfully kick-start and grow respective companies, projects and its revenue streams, she is passionate in training various departments to achieve its fullest potential. The key results areas she focuses on are increased productivity and revenue for the Company.

She graduated with a Law degree (with honours) from the United Kingdom and went on to work in the corporate sector rising up from a Management Trainee learning the ropes of all departments, to becoming a Manager and Trainer in a few years. She was sent to UK to manage and run the Company’s properties. She was also a Director of Communications with one of the most established international brand. She is also a Director and Managing Principal for an education group but is very much hands-on in the training, product and people development as well as overall business development of the Company.

With her vast experience in the service industries and areas such as in education, property, corporate communication, hospitality, customer service, sales as well as business development, she desires to share her knowledge and skills and inspire others and Companies to achieve more. This is her personal mission to add value where she has been blessed to learn, experience and grow from.

Amongst the areas Callie Lim is able to train employees on include enhancing their skills, knowledge in both their respective roles, as well as building on their aptitudes and attitudes to contribute and deliver in the following:-

  1. Customer Service – Resulting in increased sales and repeat or referred customers.
  2. Business Communication (Internal) – Resulting in increased clarity and positive team work between or within departments to meet Company objectives.
  3. Business Communications (External) – Resulting in increased customer satisfaction and market growth.
  4. Product and Business Development – Innovation from existing departments bringing the Company up towards a cutting-edge market leader.
  5. Other related business strategies that are tailor-made to suit the needs of the Company after a free Training Needs Analysis.

 

 

Special Offer

Course Fees & Registration
FEE PAYABLE PER PARTICIPANT :

Normal Price                                          : RM1,688

Early Bird (15 days before event)       : RM1,588

Group Discount (>2 participants)       : RM1,388

Fee includes course materials, lunch, 2 tea breaks per day and Certificate of Attendance (upon completion of the training).

Download our Registration form Here and sent it to us by

Fax : +603 5523 2827

Email : [email protected]

 

CANCELLATION / TRANSFER

Upon registering, participant(s) are considered successfully enrolled in the event.  Written cancellations / transfer notice received :

  • More than ten (10) working days before the event, a refund (less administrative charge of 15%) will be made.
  • Ten (10) working days or less before the event, no refund will be made.
  • For no show on the day of the event, full payment is required. If you cannot attend the event, you can nominate a substitute at any time without payment of an administration fee.
  • A full (100%) refund may be granted if the course is cancelled by Wanfah Prosper PLT (WFP). WFP reserves the right to postpone or cancel the event and / or change facilitator at any time should circumstances beyond its control arises. WFP also reserve the right to make alternative arrangements without prior notice should it be necessary to do so.
Payment

Please make cheque payable / direct credit to :WANFAH PROSPER PLT

Accounts Number : 3812930508

Bank : Public Bank Berhad

 

DATA PROTECTION

Personal Data is gathered in accordance with the Personal Data Protection Act 2010 (Act 709)

Reviews
Be the first to write a review about this course.
Write a Review
Wanfah Prosper PLT is a Professional Training Provider registered with Pembangunan Sumber Manusia Berhad (PMSB). 

Our Mission is to Help Organization In Developing Human Capital and Grow Their Bottom Line.

We have a pool of very experienced trainers with decades of experience in their respective fields of interest.  It is the aspiration of Wanfah Prosper PLT that such experiences will be passed on to the participants in the course of the training programmes to be conducted by Wanfah Prosper PLT.

We specialized in the following areas :
  • Finance and Accounting
  • Taxation
  • Sales and Marketing
  • Leadership and Management
  • Soft Skills
Sending Message
Please wait...
× × Speedycourse.com uses cookies to deliver our services. By continuing to use the site, you are agreeing to our use of cookies, Privacy Policy, and our Terms & Conditions.