Empowering Frontliners As Excellent Service Providers

26-27 Mar, 2018, Kuala Lumpur

FOCUSING ON
  • Personal Enhancement
  • Importance Of First Contact Point
  • Avoid Past Mistakes
  • Strong Communication Skills
  • Practical English For Frontliners
  • Telephone Specialist
  • The Ambassador
  • Customer Service Excellence
  • Complaints Handling
  • Saying “NO” Without Offending Customers
  • Building Rapport
  • Compliance Management
  • Excel In Customer Satisfaction With Feedbacks
OVERVIEW

Empowering frontliners as service providers!

 

Equip them with key skills to perform remarkably.

 

Many organisations in today’s market place not only face stiff competition from business but also receive many complaints due to inefficient frontliners.

 

Frontliners should be trained to cater the needs of customers as they are the first point of contact. Good impression is required for continuous interaction with customers and make them keep coming back. They should be empowered with the right skills so that they need not refer to their superiors all the time, causing delay in responding to customers. They should be empowered as service providers.

 

The pitfalls of frontliners can bring bad reputation and ill effects, for example loss of business and endless complaints. One of the greatest pitfalls is none other than lack of training for these frontliners to perform their tasks. Lack of training can affect the effectiveness of these employees. The image of the company will subsequently be affected badly.

 

It is a must have requirement to give sufficient training to frontliners to perform up to the expectation of customers, both internal and external. Empowering them with key skills will uphold company’s professionalism and fast solving of customers’ problems and complaints without bothering superiors all the time.

This training improves professionalism of frontliners and give them the confidence of meeting customers and handling their issues without constantly bothering superiors.

 

Empower frontliners with key skills!

OBJECTIVES
  1. Developing a strong team of professional frontliners with key skills
  2. Avoiding pitfalls of untrained frontliners bringing down reputation of the company and business.
  3. Empowering frontliners in customer service excellence.
  4. Solving customers’ problems at the first point of contact with well-trained frontliners.
  5. Reducing superiors’ burden in handling complaints and issues of customers.
  6. Achieving company’s objectives.
WHO SHOULD ATTEND
  • Frontliners
  • Customer Service Staff
  • Salespersons
  • Call Centre Staff
METHODOLOGY
  • Interactive Lectures
  • Team Activities
  • Role Plays
  • Full participation is required
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Improving service competencies at work as frontliners.
  2. Raising confidence level to perform better and less reference to superiors.
  3. Upholding professionalism.
  4. Being more efficient and effective resulting less complaints and more business.
DAY 1
9:00 PERSONAL ENHANCEMENT
  • What should you do as a frontliner?
  • Are you giving your best?
  • How do you carry yourself with customers?
  • Have you been upgrading your existing skills?
10:00 IMPORTANCE OF FIRST CONTACT POINT
  • Essence of First Impression For Business Edge
  • Not Forgetting Company’s Interest In Market Challenges
  • Outcome Of Bad Encounter
10.45 AVOID PAST MISTAKES
  • Absence of sufficient training
  • Not committed to perform the best
  • Poor Communicators
  • Not ready for empowerment
12.00 STRONG COMMUNICATION SKILLS
  • Use winning customer service phrases for good impression
  • Speak with right tone and pronunciation to uphold professionalism
  • Positive words secure good response
  • Verbal and non-verbal communication techniques to engage customers
1:00 Lunch

2:00

PRACTICAL ENGLISH FOR FRONTLINERS

  • Achieve more with better English!
  • Greetings
  • Identification
  • Offering help
  • Words of Appreciation
3:45 TELEPHONE SPECIALIST
  • Answering calls professionally
  • Asking questions intelligently
  • Replying enquiries accurately
  • Responding to complaints smartly
4.15 THE AMBASSADOR
  • More use of the magic “SMILE”
  • Make customers feel welcomed
  • Priority to Company’s Image
5:00 End of Day 1
DAY 2
9:00 CUSTOMER SERVICE EXCELLENCE
  • Golden Rules
  • Know your product well before answering
  • Winning service phrases for offering help
  • What to say when more time is need to solve problems?
  • How to apologise professionally?
  • Thanking customers with the right phrases
10:45 COMPLAINTS HANDLING
  • “Crack the egg” to solve complaints
  • Act fast
  • Brainstorm for solutions if necessary
  • Refer to superiors if help is needed
12:00 SAYING “NO” WITHOUT OFFENDING CUSTOMERS
  • Use the right phrases
  • Equip with some basic negotiation skills
  • More use of : “Sorry, Regret and Thank You”
1:00 Lunch

2:00 BUILDING RAPPORT
  • Managing emotions
  • Deal with difficult customers intelligently
  • Win Win technique in all situations
  • Be polite at all times
3.00 COMPLIANCE MANAGEMENT
  • Frontliners must comply with all service standards set for them
  • KPI should be well in place
  • Superiors should keep constant check on standards achieved
3.45 EXCEL IN CUSTOMER SATISFACTION WITH FEEDBACKS
  • Invite feedbacks from customers
  • Have an open mind!
5:00 End of Course

 

LEARN FROM THE BEST

CAROL CHIAM a.k.a. O.K.CHIAM is a professional trainer, mentor, motivator, public speaker, customer service guru and an author of 8 books.

She has with her more than 25 years of vast working exposure in more than 7 industries, especially the financial and service sectors. Her professional qualifications and wide exposure not only made her, a successful trainer but given her an extra edge in writing comprehensive books to share her knowledge.

She has with her no less than 15 years’ experience in training & development of staff and agents in leading multinational companies. She is a seasoned professional trainer for public and in house programmes. Her participants include from large Multinational Companies, leading Conglomerates, Financial & Service Sectors, Oil & Gas Companies, Fast Moving Consumer Goods Industries (FMCG), Construction Sector, Manufacturing Sectors, Ministries, GLCs, SMIs, Universities, IT sectors, etc.

Carol’s personal development courses are very well accepted and have been successfully conducted for in house and public programmes for participants from all over Malaysia. She is an approved PSMB Trainer with more than 15 years training experience.

Carol believes that her success in training is very much due to her ability to interact with her participants in 3 languages i.e. English, Bahasa Malaysia and Mandarin and also, her vast exposure of more than 25 years in several industries, especially in multinational companies.

A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “keep learning” habit for personal development.

“Knowledge is no power but Application is“

 

VENUE DETAILS

Vistana Kuala Lumpur
9 Jalan Lumut Off Jalan Ipoh
50400 Kuala Lumpur

Phone :03 4042 8000

 

IPA TRAINING IS REGISTERED WITH

 

CONTACT US

Juliany, 
O - 03 2283 6109,
M - 019 3134436
juliany@ipa.com.my 

Michelle, 
O - 03 2283 6100, 
M - 019 363 7822
michelle@ipa.com.my 

For Customised In-House Training
Yvonne,
O - 03 2283 6101, 
M - 012 2011247,

F - 03 2283 6108
 
yvonne@ipa.com.my
 

ADDRESS 

A-28-5, 28th Floor, 
Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my