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Creating the WOW Service Experience Workshop

Online Training by ATCEN

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Online / Training

Jun 05, 2024 - Jun 06, 2024

MYR 1,800.00

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Details

This continuous ability to create WOW experiences for your customers is what keeps them coming back to you continuously. These are the key factors that builds relationships, value and organization success.

The modules in this workshop will introduce to participants highly effective interactive customer service skills for face to face encounters and communication over the telephone.

Outline

Module 1: Customers and WOW Experience

•Giving Just Service is Inadequate

•What is Your Organization WOW Experience

•Delivering the Branded WOW Customer

•Experience that Captures Customers Emotions

Module 2: Customer Communication and

Becoming A WOW

•The Customer Interaction Cycle

•Ways to Create a Positive First and Lasting Impression for WOW to Happen.

•The Communication Process and How to Make it a WOW

Module 3: WOW Telephone Etiquette

•The Opening and Closing of a Telephone Call

•Placing Customer on Hold and Transferring their Calls

•The Call Closing & After Call Activity

•Understanding Customers Challenge & Needs

•Develop Positive Responses and Avoid Negative Responses

Module 4: WOW Service Face to Face

•The Facial Expressions, Body Posture and the Hand Gestures

•Using Your Eyes, Space and Smile to Communicate

•Setting the Customer Expectations for WOW

•It is Action or In-action

Module 5: Managing Difficult Customers

•The 6 Different Types of Difficult Customers

•Dealing with Difficult Customers: The LEARN Approach

•The Strategies to Manage Any Type of Difficult Customers

Module 6: Building A WOW Customer Centric Culture

•My KASH Development Areas

•Combining Everything for the WOW Experience and Starting WOW Immediately

•Personal Action Plan: Developing a Personal Service Commitment

Speaker/s

Ken Ng
Co-Founder of ATCEN, Customer Experience Architect, Contact Centre Mentor, Human Performance Enthusiast

Special Offer

Group Discount: RM5,100 for 3 pax

Fees inclusive of SST and 100% HRDC Claimable!

Schedules

Apr 03, 2024 - Apr 04, 2024

ENDED

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Jun 05, 2024 - Jun 06, 2024

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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. ...

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Call Center Customer Relationship Management