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DTSTART;VALUE=DATE:20230213
DTEND;VALUE=DATE:20230215
DTSTAMP:20260602T000519
CREATED:20230103T132543Z
LAST-MODIFIED:20230103T132555Z
UID:1326-1676246400-1676419199@brainwork-resources.com
SUMMARY:Customer Services Excellence for Frontliners
DESCRIPTION:INTRODUCTION\nIt 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. \nLet’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. \nThis 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. \nIt 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. \nEmphasis 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”. \n  \nOBJECTIVES\nUpon successful completion of this course\, you will be able to: \n\nState the rationale and importance of excellent customer service to business\nElaborate the basic concepts of quality and the importance to the service industry\nUnderstand why it is to your personal advantage to offer excellent customer service\nRealize that it’s the people from within the organization that stop customers from coming back\nHow it feels to be a customer yourself\nIdentify customer needs and wants and use this understanding to enhance their skills in interacting with customers\nLearn what to do when customers complain\nHandle difficult situations involving customers\nRealize that listening is more important than talking in customer service\nLearn how to verify and clarify when communicating with others\n\n  \n COURSE CONTENT\n\n\n\nMODULE\nTOPIC\nKEY CONTENTS\n\n\n\n\n1\nUNDERSTANDING HOW CUSTOMERS THINK AND MAKE DECISIONS\n\n\nDiscovering and understanding your own thinking preferences as a person\nDiscovering and understanding your own decision making style\nDiscovering your own Communication Style\nHow you communicate\, make decisions AND how you approach your customers\nHow to be more flexible when dealing with customers\nUnderstanding your customers thinking preferences as a person\nHow this information affects the way you deal with conflicts with customers\n\n\n\n\n2\nPUT YOURSELF IN THE CUSTOMER’S SHOES\n\n\nTo best serve a customer\, you must first be a customer yourself\nGroup Work : Describe a pleasant experience you had as a customer; then describe an unpleasant experience\, and then discuss how you felt\nWhat happens when you get good customer service or bad customer service from a supplier?\n\n\n\n\n3\nWHAT SORT OF SERVICE ARE YOU OFFERING?\n\n\nWhy we don’t give good customer service\nSome common excuses people give for offering indifferent or poor customer service\, and why – and how to overcome them\nInternal customers – how they affect our job\nWhat outstanding organizations have – quality products\, delivery systems\, and customer service\n\n\n\n\n4\nMOMENTS OF TRUTH IN CUSTOMER SERVICE\n\n\nMoments of truth in customer engagement\nReasons for moments of truth\nWhy customers stop buying from your company?\nWho’s at fault?\nGetting rid of customer barriers\nMaking it easier for customer to do business with us\n\n\n\n\n5\nTHE CUSTOMER ENGAGEMENT PROCESS\n\n\nThe C-E-S-A-W-L Model in Customer Engagement\nConnect\, Explore\, Solve\, Act\, Wow\, Leverage for future\n\n\n\n\n6\nHOW TO “EXPLORE”\n\n\nListen actively\, and take notes\nClarify\, verify\, question\nRepeat what the other party has said\, and ask for confirmation\n\n\n\n\n7\nCUSTOMER SERVICE IS ALL ABOUT COMMUNICATION\n\n\nThe biggest problem in communication\nListening and verification skills\nListening and verification skills role play\nThink of people who (don’t) listen\n\n\n\n\n8\nHOW TO EARN THE CUSTOMER’S S.T.A.R. (SUPPORT\, TRUST\, ADMIRATION\, RESPECT)\n\n\nEmotional Intelligence (EI) – the human side of customer service.\nA discussion of the works of Daniel Coleman and Stephen Covey\nThe various intelligences\nCase study – Great expectations\nEnhancing your Intrapersonal Intelligence\nStrategies to earn other people’s STAR\n\n\n\n\n9\nCOMPLAINTS\, COMPLAINTS\, COMPLAINTS\, \n \n\n\nWe want customers to complain!\nGroup discussion on bad service delivery\nPositive results of working with complaints and difficult customers\nCase study – How to handle a complaint\n\n\n\n\n\n  \nWHO SHOULD ATTEND?\nFront-liners\, Administrative Assistants\, Clerical Staff and others who want to know more about good customer service .Who Who should attend? \n  \nFEES\nINDIVIDUAL RM1\,000.00 per pax \nEARLY BIRD RM800.00 per pax \n(payment 14 days before the program) \n2 PAX  RM900.00 per pax \n3 PAX or  > RM850.00 per pax \n(Fees – without accomodation) \n  \nTRAINER\nIsmail Hashim or \nMazdurah Mohd Zain
URL:https://brainwork-resources.com/event/customer-services-excellence-for-frontliners/
LOCATION:Kuala Lumpur/Selangor\, Malaysia
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