•The Evolution of Customer Service to Customer Experience
•Differences Between Customer Experience, Customer Relationship Management (CRM) and Customer Service
Module 1: Introduction to Today’s World Class Contact Center
•Understanding the Role and Benefits of the Contact
•Delivering Exceptional Call and Service Management – Passion to Exceed Customer Delight” - Why is it important?
•Creating the 4 Levels of Service to ‘Wow’ the Customer
•Understanding The Customer Journey and how it fits into Customer Experience Management
Module 2: Contact Center Professional’s Competency
•The Contact Center Professional
•Developing Confidence and Rapport Building Skills
•Deciphering What the Customer Wants Implicitly and Explicitly
•Essential Contact Center
Mindset – KPIs and Contact Center Metrics
•Inbound Call Patterns and It’s Relation to the Contact
Module 3: Clear Communication Always
•Exceptional Communication to Create First and Lasting Impression
•Understanding the Communication Model and Process
•Developing Superior Listening and Questioning Skills
•Did You Get That? – What the Customer Wants You to Know
Module 4: The Inbound Telephone Call Structure
•The Call Opening, Hold and Transfer
•Understanding Customer’s Challenge & Needs
•Accuracy and Clarity in providing solutions
•How to Provide Effective First Contact Resolution (FCR)
•The Call Closing & After Call Activity
Module 5: Managing Difficult Customers
•Understanding What Causes Conflict and the Stages of Conflict
•The 6 Different Types of Customers
•Dealing with Difficult Customers – The LEARN Approach
•Practicing Transparency with Customers
Module 6: Moving Forward
•Continuous Development of the Knowledge, Skills, Attitude, Habit (KSAH) of an Effective Contact
•Individual Development Plan
Ken serves as Principal Consultant for The ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified
Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu”
to his peers, colleagues, partners and customers.
With more than 25 years of both strategic and operational service, sales and customer interaction experience, Ken is an author of numerous articles distributed internationally and has conducted in-depth research and studies
on service, sales, marketing, contact centers and the customer experience in Asia Pacific.
Dynamic and energetic, he is a much sought after speaker and has been involved in providing strategic directions for the Asian service, sales, marketing and customer contact management industry through summits, congresses, conferences and knowledge sharing
tradeshows. He is nominated by the Customer Relationship Management & Contact Center Association of Malaysia (CRM & CCAM) as one of the notable judges in the highly recognized CRM & CCAM Annual Awards in the individual and operations categories since 2005.
His expertise has led to consulting and performance enhancement engagements regionally with Multi-national Companies, Large Local Conglomerates and Government Linked Companies, where he focuses on the mission critical aspects
of Contact Center service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Center projects, Human Capital Recruitment & Development, Service, Sales & Marketing Framework, People Motivation & Teamwork,
Business Development, Key Account Servicing, Business Process Rejuvenation, Performance Management implementation and Contact Center Management.
Ken first became involved with Contact Centers and customer interaction in the mid-80’s while he was still in America. Since then, he has held a variety of leadership, management and operational roles in service, sales,
marketing and collections for major service and sales operations.
Ken is also a pioneer/owner of the first premier cyber cafe chain in Malaysia and has held key positions in many organizations such as Senior Consultant with the largest Business Process Outsourcing organization in Asia, Head of Technical Support for the Nokia
Care Line responsible for supporting the South East Asia and Asia Pacific region, Contact Center and Marketing Consultant for Microsoft Malaysia to Sales and Marketing Strategist for the Kirby Company, USA and many more.