INTRODUCTION

It doesn’t matter what industry you are in – whether government or private sector, retail or service operation, from supermarkets & restaurants to insurance & banking to the tourism industry – serving customers is what it’s all about. Doing it well ensures your company’s healthy passage through the current economic situation.

Let’s face it – one slight mistake in serving one customer in today’s extremely competitive business environment means millions of RMs down the drain. Your company’s customers don’t deal with just your company alone, they have hundreds of other suppliers. Whatever excellent service they receive from one becomes a yardstick for their dealing with others, even from totally different industries. It’s corporate suicide for your staff to take customer service lightly. Your staff needs to genuinely care. No more just lip service.

This program explores the “spirit of service” and the “service-mind” and emphasizes the need for positive attitude and behaviour, confidence, control and enhanced presentation when dealing with customers.

It has been designed to assist participants to understand and apply all aspects of the customer and how to speak their language through identifying needs and expectations,  improving communication techniques, handling of complaints and troublesome customers.

Emphasis is given on building a positive attitude and mind-set when dealing with customers and nurturing a positive outlook by “treating my job as a business”.

OBJECTIVES

Upon successful completion of this course, you will be able to:

• State the rationale and importance of excellent customer service to business
• Elaborate the basic concepts of quality and the importance to the service industry
• Understand why it is to your personal advantage to offer excellent customer service
• Realize that it’s the people from within the organization that stop customers from coming back
• How it feels to be a customer yourself
• Identify customer needs and wants and use this understanding to enhance their skills in interacting with customers
• Learn what to do when customers complain
• Handle difficult situations involving customers
• Realize that listening is more important than talking in customer service
• Learn how to verify and clarify when communicating with others

 COURSE CONTENT

WHO SHOULD ATTEND?

Front-liners, Administrative Assistants, Clerical Staff and others who want to know more about good customer service .Who Who should attend?

FEES

INDIVIDUAL RM1,000.00 per pax

EARLY BIRD RM800.00 per pax

(payment 14 days before the program)

2 PAX  RM900.00 per pax

3 PAX or  > RM850.00 per pax

(Fees – without accomodation)

TRAINER

Ismail Hashim or

Mazdurah Mohd Zain