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X-ORIGINAL-URL:https://master-trainers.com.my
X-WR-CALDESC:Events for 
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TZID:Asia/Kuching
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DTSTART:20200101T000000
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DTSTART;TZID=Asia/Kuching:20200728T090000
DTEND;TZID=Asia/Kuching:20200729T170000
DTSTAMP:20261016T234033
CREATED:20200617T024541Z
LAST-MODIFIED:20200617T024541Z
UID:2517-1595926800-1596042000@master-trainers.com.my
SUMMARY:World Class Customer Service Program ( Face To Face Training) Kuching
DESCRIPTION: \n  \n  \n  \n  \n  \n  \n  \n  \n  \n  \n  \n  \n  \n  \n  \n  \nOBJECTIVE \nAt the end of this program\, you will be able to: \n\nUnderstand and appreciate and apply customer service excellence\nUnderstand the concept of customer service experience and how to deliver it\nTo develop good customer service culture within your organization\nTo improve communication with internal and external customers\nInitiate change to improve current customer service standards\n\nWHAT WILL BE COVERED? \n1) PERSONAL TRANSFORMATION \n\nThinking right at work.\nUNLEASH your potential at work.\n6 steps on how to discharge negative\nfeelings/thoughts.\nBuilding confidence to answer calls and dealing\nwith all customers\nStaying at peak performance at work.\n\n2) EFFECTIVE COMMUNICATION ON PHONE AND FACE TO FACE MEETING \n\nEstablishing rapport – how to get a prospect feel like a friend.\nGetting to know people in very short time.\nEnlighten a conversation and keeping it alive.\n6 steps to communicate effectively to anyone.\n\n3) EMOTIONAL INTELLIGENCE (EQ) \n\nManaging personal problems/issues using EQ\nManaging the emotions of difficult customers.\nManaging personal mood and emotion on the phone.\n10 ways to handle your negative emotion and\nremain professional when dealing with others.\n12 methods to manage your customer’s emotion and problems.\n\n4) CUSTOMER SERVICE EXCELLENCE \n\nExcellent customer service\nBenefits of quality customer service\nPositive work culture\nUnderstanding four different types of customers\nUnderstanding customer’s behaviour\, needs and expectations\n\n5) WORLD-CLASS TELEPHONE SKILL \n\nThe standard procedure – the script\, telephone etiquette and values\, greetings.\nThe techniques on receiving and giving information.\nThe clarity handling telephone conversation.\nBuilding good rapport and relationship with callers.\nSteps to use the right telephone skills to make sales.\nSteps to take messages.\nSteps to solve conflict using the telephone.\nSteps to take messages.\nSteps to handle clients.\n\n6) HANDLING UNHAPPY CUSTOMERS ON PHONE AND FACE TO FACE \n\nServing your customers right the first time.\nTurning dissatisfied customers into loyal and happy customers.\nHandling angry\, awkward and unreasonable customers.\nSteps to handle unhappy customers on phone and face to face\nWorking on customers’ feedback and evaluation.\n\n7) GROUP COACHING ON CUSTOMERS’ ISSUES \n\nTroubleshooting customers problem\nPresenting customer’s issues\nCoaching the participants on solving customers’ problem\nTechniques to calm down the customers\n\nAssignment: Participants will have 2 hours live\ncoaching session with the trainer \n
URL:https://master-trainers.com.my/event/world-class-customer-service-program-face-to-face-training-kuching/
LOCATION:Master-Trainers Consulting And Coaching Sdn Bhd\, L146&1183\,1st Floor SL13\,Jalan Green\, Kuching\, Sarawak\, 93150\, Malaysia
ORGANIZER;CN="Master%20Trainers%20Consulting%20And%20Coaching%20Sdn%20Bhd":MAILTO:elizabeth@master-trainers.com.my
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