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World Class Customer Service Program ( Virtual Training)

07/07/2020 @ 2:00 pm - 10/07/2020 @ 5:30 pm

RM700

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

OBJECTIVE

At the end of this program, you will be able to:

  • Understand and appreciate and apply customer service excellence
  • Understand the concept of customer service experience and how to deliver it
  • To develop good customer service culture within your organization
  • To improve communication with internal and external customers
  • Initiate change to improve current customer service standards

WHAT WILL BE COVERED?

1) PERSONAL TRANSFORMATION

  • Thinking right at work.
  • UNLEASH your potential at work.
  • 6 steps on how to discharge negative
  • feelings/thoughts.
  • Building confidence to answer calls and dealing
  • with all customers
  • Staying at peak performance at work.

2) EFFECTIVE COMMUNICATION ON PHONE AND FACE TO FACE MEETING

  • Establishing rapport – how to get a prospect feel like a friend.
  • Getting to know people in very short time.
  • Enlighten a conversation and keeping it alive.
  • 6 steps to communicate effectively to anyone.

3) EMOTIONAL INTELLIGENCE (EQ)

  • Managing personal problems/issues using EQ
  • Managing the emotions of difficult customers.
  • Managing personal mood and emotion on the phone.
  • 10 ways to handle your negative emotion and
  • remain professional when dealing with others.
  • 12 methods to manage your customer’s emotion and problems.

4) CUSTOMER SERVICE EXCELLENCE

  • Excellent customer service
  • Benefits of quality customer service
  • Positive work culture
  • Understanding four different types of customers
  • Understanding customer’s behaviour, needs and expectations

5) WORLD-CLASS TELEPHONE SKILL

  • The standard procedure – the script, telephone etiquette and values, greetings.
  • The techniques on receiving and giving information.
  • The clarity handling telephone conversation.
  • Building good rapport and relationship with callers.
  • Steps to use the right telephone skills to make sales.
  • Steps to take messages.
  • Steps to solve conflict using the telephone.
  • Steps to take messages.
  • Steps to handle clients.

6) HANDLING UNHAPPY CUSTOMERS ON PHONE AND FACE TO FACE

  • Serving your customers right the first time.
  • Turning dissatisfied customers into loyal and happy customers.
  • Handling angry, awkward and unreasonable customers.
  • Steps to handle unhappy customers on phone and face to face
  • Working on customers’ feedback and evaluation.

7) GROUP COACHING ON CUSTOMERS’ ISSUES

  • Troubleshooting customers problem
  • Presenting customer’s issues
  • Coaching the participants on solving customers’ problem
  • Techniques to calm down the customers

Assignment: Participants will have 2 hours live
coaching session with the trainer

Details

Start:
07/07/2020 @ 2:00 pm
End:
10/07/2020 @ 5:30 pm
Cost:
RM700
Website:
https://ilovelearning.asia/course/livetraining/details?id=5ee82bcf0ad4270780021dd5

Organizer

Master Trainers Consulting And Coaching Sdn Bhd
Phone:
0162156030
Email:
elizabeth@master-trainers.com.my
Website:
https://ilovelearning.asia/
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