Module 1: Understanding Customer Experience (CX) in the Digital Economy/ Fourth Industrial Revolution (IR4.0)
•Understanding the Fundamentals of the Digital Economy and Evolution of Customer Service to CX
•The Defining Changes of CX in the Digital Economy
•Recognizing the Building Blocks of Customer Satisfaction, Value & Retention in the Digital Economy
•Winning Customers by Understanding Digital Service Experience Requirements
Module 2: Customer Support in IR4.0
•The Advent of Omni Channel Support in a Customer Support Centre
•Multimedia Routing for Effective Interaction Management
• Email
• Text Chat
• Fax, Mail
• Web Call
•Routing Support for Business Continuity and Disaster Recovery
Module 3: Online Chat vs. Other Support Channels
•How Does Using Chat Compare to Other Support Channels
•Why Will Site Visitors Choose Chat Over Calling?
•What are the Benefits of Using the Chat System?
•What are/Will be the Common Requests and Questions Asked – FAQ Development
•Response and KPIs – A Best Practice Comparison
Module 4: Customer Communication Foundation – The Style Guide
•Understanding the Corporate Brand Character and Consistency
•Establishing the Brand Character Voice
•Outlining the Corporate Brand Voice
•Writing Styles and Approaches to Reflect your Brand
Module 5: What to Say and What Not to Say
•What Words and Phrases are Acceptable to Use in Chat?
•Making Sure Your Message Isn’t Taken Out of Context
•Case Studies to Review
Module 6: Canned Responses
•What are Canned Responses and When to Use Them
•What are The Benefits and Downsides of Canned Responses?
•Agreeing to a Set of Canned Responses for Your Role/Department/Business
Module 7: Writing the Right Style – Professional vs. Individual
•The 7 Cs of Writing Guide
•Keeping It Simple and Sociable (The New KISS)
•Inform, Request and Persuade Formats
•Delivering Good and Bad News
•Positive Service Language
Module 8: Writing & Polishing Service Writing
•Developing and Using Standard Templates with Character
•Creating Non – Robotic Responses for Engaging Customer Interaction
•Proofreading and Editing to Avoid Unnecessary Mistakes
Module 9: Best Practice for Customer Support
•Social Media Crisis and Disaster Management – Negative Viral, False Information, Incidents, Current Issues and Trolling
•Persuasive and Engaging Language in Interactions
•Using the BAHLOT Method of Managing Challenging Correspondence
•Techniques to Handle Different Kinds of Customers – The Know-It-All, Political Commenter, Grammar Nazi, Complainer, Religious Commenter
•Emoticons, Gif and Stickers usage
•Abbreviation and Short Form Usage
•Handling More Than One Chat Session at a Time
Module 10: Challenges of Customer Interaction Responses
•Managing Challenging and Provocative Issues
•Managing Challenging People and Complaints
•Good Recovery of Difficult People and
Postersm Samples – Industry Best Practices4
Ken Ng
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.