PROFESSIONAL CUSTOMER SERVICE EXCELLENCE

(Setting higher standards)

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

MODULE 1

1.     An Insight into the World of Customer Service Excellence

2.   Know your Customers & your Competitors

3.     How Customers are Lost!

4.   The Pillars of Customer Service Excellence

5.   Reviewing your Attitude towards Customers

6.   Providing Better Customer Service Experience

TEA BREAK

MODULE 2

1.      Reviewing the 12 Steps to Customer Service Excellence

2.      Create a Realistic Customer Service Vision & Work on the Mission

3.      Implementing Strategic Intent towards your Service Mission

4.      Reviewing the Psychosocial Work Environment

5.      Review & Rectify to Upgrade Work Processes

6.      The S.E.R.V.E Concept

MODULE 3

1.      Profit from Complaints

2     Improving Internal Customer Service

4.     What Progressive Organizations are Doing about Customer Retention

5.     Initiating the Paradigm Shift in Customer Service Excellence (Motivation &

          Attitudinal Re-engineering)

LUNCH

MODULE 4

1.     Coming to Terms with Your Bad Attitude towards Customer Service  

Excellence (Face the Moment of Truth)

2.     The Laws of Customer Service Excellence

3.     The Customer Bill of Rights

4.     Know the Principles of 'Servant Leadership'

TEA BREAK

MODULE 5

1.   Customer Service through Self-Empowerment

2.   Understanding Service Ethics

3.   Fifteen Customer Service Skills that every Employee Needs

END OF DAY-1

DAY 2

MODULE 6

1.      Psychologically tuning your Mind to Serve Customers like you would your

  Children

2.      Preventive Measures to Eradicate Customer Complaints

3.      Telephonic Excellence in Action

TEA BREAK

MODULE 7

1.      Ways to Treat the Customer like a Guest

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

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

  Customers

LUNCH

MODULE 8

1.      Interpersonal Customer Service Skills & Common-Sense Greeting

           Techniques

2.      Effective Communication Skills & Mastering Customer Service Linguistic

  Skills

3.     Guidelines on Winning Corporate Ethics and Unity Towards Customer

      Service Excellence

TEA BREAK

MODULE 9

1.     Six Keys to Improving Your Team’s Customer Service Skills

2.     Team Working Activities to Expound on Service Excellence

3.      Develop, Design and Implement the Service Program

END OF SEMINAR

TRAINING METHODOLOGY

Interactive Lecture, Motivation, Brainstorming, Videos, Case Study, Service Audit, Group interaction, Light Activities, Assignments

COMMENTS FROM PARTICIPANTS

Jambri bin Ahmad, Manager - Brightsteel

Very good performance. Easy to follow and understand

Gurinder Pal Singh, Manager - Ramco

Very good. Gives an overview and framework to implement customer service excellence programs in my company

Yeap Nyook Sim, Manager - Forward Freight

Mr. William notes are well prepared and precise. His delivery is enjoyable

Zainum Aowin, Manager - Netscape

Mr. William experience value add to the course

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

Customer Service Course In Malaysia

Welcome to our customer service course in Malaysia! We take pleasure in being a top customer service training provider, committed to providing individuals and businesses with the necessary skills and knowledge to provide great customer care. Our customer service training course is designed to provide learners with the tools they need to flourish in their roles, improve customer satisfaction, and develop long-term connections. Our extensive customer service training course caters to employees at all levels of experience, whether you're a frontline representative or a team leader. Participants in our customer care training courses receive a thorough understanding of effective communication tactics, active listening, and problem-solving solutions. Being a customer service training provider, we establish a dynamic learning atmosphere for participants to use their learned abilities in a practical context through interactive seminars and real-life case studies. When dealing with a variety of customer needs, our customer service course in Malaysia emphasizes the necessity of empathy and professionalism. 

With a focus on practical application, our customer care training courses prepare learners to comfortably manage client encounters. Our customer service course covers a wide range of communication channels, from phone etiquette to email interaction, to ensure participants are prepared to provide outstanding service across all touchpoints. Enrol in our customer service course now to improve your abilities, increase client happiness, and propel your company forward.

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 Behaviour 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 factories, 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.