Customized Customer Service Seminars for your Company - facilitation available in Malaysia, Singapore and any part of Asia.
 
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Professional Customer Service Excellence
 

PROFESSIONAL CUSTOMER SERVICE EXCELLENCE

 

FOREWORD

This is a highly motivational and pragmatic service skill enhancement program exclusively designed for customer service providers who directly or indirectly contribute to customer satisfaction.  This program is intended to on the one hand arouse the conscience of participants and motivate them to be at their best and on the other hand to impart the relevant knowledge and skills for their application. It is intended to boost participants to serve the customer with friendliness, professionalism, enthusiasm, thus retaining and growing the customer base.

Customer service is everyone's business. It is therefore your business to ensure that your staffs develop the right attitude and skills to better serve the customers. After all, customer is King/Queen. The right attitude but without customer service skills and vice versa is but seeds without soil or intention without deeds. Ensure that your employees are capable to take care of your customers or your competitors will. This program will definitely boost them up and emotionally awake them with the commitment and skills to do whatever is right to please the customer.

Challenging as it may be, this program provides the keys to establishing a WINNING SERVICE CULTURE that moves upwards and towards a steadfast balance between sales and service.


 

PROGRAM OUTLINE

 


OBJECTIVES OF THIS PROGRAM

At the end of the course, participants will be able to:

  • Understand and appreciate the importance of customer service excellence
  • Prepare and better serve the customers
  • Understand the concept of customer service improvement process
  • Initiate change to improve company's performance

DAY 1

1.     An Insight into the World of Customer Service Excellence

2.     How Customers are Lost!

3.     The Pillars of Customer Service Excellence

4.     What Progressive Organizations are Doing about Customer Retention

5.     Initiating the Paradigm Shift in Customer Service Excellence (Motivation & Attitudinal Re-   engineering)

6.     Coming to Terms with Your Bad Attitude towards Customer Service Excellence (Face the   Moment of Truth)

7.     The Laws of Customer Service Excellence

8.     The Customer Bill of Rights

9.     Know the Principles of  'Servant Leadership'

10. Customer Service through Self-Empowerment

11. Understanding Service Ethics

12. Fifteen Customer Service Skills that every Employee Needs

DAY 2

13.Psychologically tuning your Mind to Serve Customers like you would your Children

14.Taking Preventive Measures to Eradicate Customer Complaints

15.Telephonic Excellence in Action

16. Ways to Treat the Customer like a Guest

17.Understanding the 14 Types of Customer  & Learn How to Win Them

18.Handling Complaints & Angry Customers & How to be Patient with Difficult Customers

19.Interpersonal Customer Service Skills & Common Sense Greeting Techniques

20.Effective Communication Skills & Mastering Customer Service Linguistic Skills

21.Guidelines on Winning Corporate Ethics and Unity Towards Customer Service Excellence

22.6 Keys to Improving Your Team's Customer Service Skills

23.Team working Activities to Expound on Service Excellence

24.Two Hundred & Seven Winning Tips for Customer Satisfaction!

 

COMMENTS FROM PARTICIPANTS

 

Rosnah Abd Ghani, Head Corporate Resources, Global Facilities Management

Dr. William has done very well to motivate and impart customer service skills to my staff. His vast experience and approach is indeed very remarkable

Hor Hong Pee
William is able to adapt to whatever group of participants, and was able to bring out new ideas. After the seminar I will try to be more tolerant and understanding among my colleagues and my customers

Aileen Ong Chia Huay
William is able to speak superbly. He is very knowledgeable. The best part is his friendliness towards all the participants

Charmaine Lim Lee Mei
Trainer has high ability to lead and teach that I appreciate so much. I will definitely improve the way I serve the customers

Alicia Goh See Ngee
Master William is a very well-versed trainer and this seminar has been conducted very well and successful. From now onwards I will always communicate well with colleagues and superior so that we can serve the customers better and achieve better resultsť

Tee Ching Huey
This is the best training that I've ever experienced. The course helps me to be better. I realize that we must work together to reach higher achievements. I will from now on grab whatever chances to learn new things

TRAINING METHODOLOGY

Interactive Lecture, Motivation, Brainstorming, Case Study, Exclusive Videos - Light

Activities etc.

WHO SHOULD ATTEND

Front liners and all those who deals with clients and customers. It is a program

practically designed for everyone who directly or indirectly serve the customers


TRAINER’S PROFILE

Dr. William Leon Chua PhD, is the Founder, Chief Trainer and Principal Consultant of DRC Management & Training PLT. He is a sought-after management consultant; and compelling corporate trainer & motivator on Leadership Empowerment, Strategic Management, Teambuilding, Inter-personal & Communication skills, Strategic Marketing, Professional Selling Skills, Customer Service, Sun Tzu Art of War, Corporate Ethics, Mind-set Change, TQM, and High Performance Management etc. He speaks to audiences in Malaysia, around the Asia-Pacific Region, and occasionally in Europe.

He was a member of the Malaysia Association of Professional Speakers (MAPS) & the Malaysia Institute of Management (MIM) and a registered corporate trainer with the Human Resource Development Federation of Malaysia (HRDF).
Academically - he has acquired a Diploma in Sales Management from IMM, a Diploma in Business & Management from Swansea, a BA majoring in Psychology from University of Hawaii, a MBA and a PhD in Organizational Behavior from IUKL.

Working Experience - With his more than 30 years of multi-industrial experience complemented with his 20 years as a professional corporate trainer, he has amassed volumes of skills and ideas. He is more than a lecturer, he is a corporate trainer qualified with years of in-depth multi-industrial experience. During this 2-day program he will impart 30 years of his research and invaluable experiences on the subject matter to the participants.

All in all, he has provided corporate training to more than 700 companies ranging from manufactories, universities, hotels, wholesalers……to banks and insurance companies etc.

His approach to facilitating seminars is – research-based & up-to-date informative, entertaining, highly motivating and at the same time, serious in approach to ensure that learning is effectively projected into action and results.

 
 
 
 
   
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Customized Customer Service Seminars for your Company - facilitation available in Malaysia, Singapore and any part of Asia.