MYR 1,500.00
Details
This customized training
workshop is designed to develop the Contact Center Professionals
and to increase the effectiveness
of customer engagement to create
a distinct WOW customer experience
for customers.
This program introduces contact center professionals
to the essential and fundamental soft-skills
elements associated with superior
customer interaction practices.
The workshop consists of
modules that educate the
participants on current trends and
benchmarked practices of customer experience delivery.
It covers areas such as the Branded WOW Customer Experience, professionalism in customer interactions
and managing difficult
situations
Workshop Learning Outcomes
•To understand the
importance and deliver the
distinct WOW Customer Experience (CX)
•To appreciate what it takes
to be a successful Contact Center Professional;
•To develop professional
communication skills;
•To understand the
importance of call and
service management;
•To understand the
inbound call structure;
•To learn how to
manage difficult situations and customers;
•To develop standards
of telephony and written
interactions;
•To manage and
motivate self in the Contact Center
environment.
Outline
Introduction: Customer Experience Today
•The Evolution of Customer Service to CX in the service
industry and for a Contact Centre
•The Branded CX – Delivering Values Based CX
ØFocus on Customers
ØConcerned
ØCompetent
ØAccuracy
ØInnovative
ØS4P
•Activity: The Human Chessboard CX
Module 1: Creating the WOW Branded Customer Experience
•What is the WOW Experience?
•Delivering the Branded WOW CX that Captures Customers
Emotions
•The 4 Levels of the Contact Centre Branded CX Delivery
Module 2: Customer Communication and the WOW Impression
•Taking Ownership of the Service Stance – Apathy, Empathy,
Sympathy
•Ways to Create a Positive First and Lasting Impression for WOW
to Happen.
•The Communication Process and How to Make it a WOW
ØIntuitive Listening
ØPowerful Acknowledgements
ØPositive Language
Module 3: The WOW Telephony Interaction Cycle
•The Call Opening
•Call Holding
•Call Transfer
•The Call Closing
•Overcome Negativity by Translating Disappointing Responses to
Positive Words
ØPositive Phrases
ØWord Selection
ØAcknowledgement Words
•Voice Essentials to WOW Professionalism
ØTone, Voice Placement, Volume, Tempo, Pitch,
Inflection, Rhythm
Module 4: Managing Difficult Call Situations and Irate Customers
•Understanding What Causes Conflict and the Stages of Conflict
•Dealing with Challenging Customers – The ADR (Acknowledge,
Defuse, Refocus) Approach
•Service Recovery Mindset
Module 5: The Way Forward – Building A WOW Customer Centric Culture
•My KSBH Development Areas
•Combining Everything for the WOW Experience and Starting
WOW Immediately
•Personal Action Plan: Developing a Personal Service
Commitment
Speaker/s
Jay Kumar
Jay advocates that an “unexamined life, is a life not worth living” – Socrates. Hailing from a state famous for its food, Jay picked up Hokkien while growing up, apart from other languages he speaks. He is a sought-after consultant and trainer in Customer Experience, leadership Management, Communication and Organizational Culture Development programs. Jay has innate drives to coach and develop human capital globally to achieve their highest potential through competency based training and behavioral development. Hence, he has consulted and trained various industry players throughout Malaysia and Singapore in quality performance management, customer advocacy management, customer quality management, managerial and leadership skills, customer service skills, communication skills and various soft-skill programs.
Jay advocates that an “unexamined life, is a life not worth living” – Socrates. Hailing from a state famous for its food, Jay picked up Hokkien while growing up, apart from other languages he speaks. He is a sought-after consultant and trainer in Customer Experience, leadership Management, Communication and Organizational Culture Development programs. Jay has innate drives to coach and develop human capital globally to achieve their highest potential through competency based training and behavioral development. Hence, he has consulted and trained various industry players throughout Malaysia and Singapore in quality performance management, customer advocacy management, customer quality management, managerial and leadership skills, customer service skills, communication skills and various soft-skill programs.
Jay is qualified with a Diploma in Computer Studies and Business from the National
Center of Computers (NCC) from the United Kingdom and attained a Bachelor of Science in Psychology and Communication from Upper Iowa University in the United States. He was a leader in various fraternities and organizations while working
with the university as well. He is a certified professional trainer under ARTDO International and is currently pursuing his Masters in Organizational Psychology.
Jay has 18 years of work experience in various industries throughout Malaysia, he strongly believes that developing human capital in the area of service is the key fundamental aspect of any successful business and that
service itself needs to grow towards the higher expectations and consumer experience in current competitive industries. He started out his career in the service industry, managing reputable restaurants in Penang.
He was in hotel management when he first came to KL, and later joined a contact centre of a multinational company for 8 years that provides IT solutions for corporate and consumer customers globally. Jay has developed various competency framework management
and training development program in customer service, customer experience and performance leadership management in which Jay has his niche in. Having experience being in operations, management and consultation, he can relate to current people development issues
and challenges faced by the many organizations. In addition to that, Jay also has a few years of experience in sales and marketing, advertising, public relations consultation and as a Training Manager for a facilities management company.
Within his years of experience, he has successfully executed different ad-hoc projects, such as developing high service standards for service industries, quality process improvements, human resource management, recruitment
management, talent development framework, mystery shopping, producing and conducting major corporate events and team-buildings for reputable companies, making him versatile, adaptable and experienced in delivering quality training for his clients.
Special Offer
Early Bird Discount – RM3,500 for 3 pax.
Reviews
Be the first to write a review about this course.
Write a Review
ATCEN aspires to be Asia’s People and Capacity Development Partner. We believe all individuals can contribute to the betterment of self, the organization and the community. Having played an active role in developing high performance in the human capital of large, medium and small organizations in the Asia Pacific Region, we continue to strive to deliver measurable change in our services.
Established since 2003, we have garnered extensive experience in delivering business training, business events and capacity building engagements for professionals and businesses worldwide.
In our customers’ eyes, ATCEN represents Accountable, Partnering, Integrity and Customer Centric. The ATCEN Team delivers exceptional quality services by empowering our people to fulfil our purpose and mission to develop people and build sustainable capabilities in organizations.
ATCEN’s Affiliations and Partners:
- Pembangunan Sumber Manusia Berhad (PSMB/ HRDF): ATCEN is a Class “A” training provider for PSMB (HRDF) and a 5 Star Rated Training Provider.
- Ministry of Finance: Registered for training, course/seminar and education management.
- Western Kentucky University (WKU, USA): ATCEN is a WKU Asia partner, offering their certification programs for the Asian community. ...
Related Courses
ATCEN
ATCEN
Quality Input Resources Sdn. Bhd.
Bridgit
