Empowering Frontliners As Excellent Service Providers
26-27 Mar, 2018, Vistana Kuala Lumpur
IPA Training is Registered with
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
Contact us
Juliany,
03 2283 6109
juliany@ipa.com.my
Phoebe,
03 2283 6100
phoebe@ipa.com.my
FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@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
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| OVERVIEW |
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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! |
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| AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB… |
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