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 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 courses. 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 Customer Service Skills courses are very well accepted and have been successfully conducted for in house and public courses for participants from all over Malaysia. There is a popular demand for more of her courses in this area, especially from those who have attended her trainings earlier on.
She is an approved PSMB Trainer with more than 15 years training experience. Besides the Customer Focus Management courses, she is a popular and seasoned trainer in sales management, public speaking and presentation skills, people management, communication skills and English grammar.
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.”
Vistana Kuala Lumpur
9 Jalan Lumut Off Jalan Ipoh,
50400 Kuala Lumpur,
Phone : 03 4042 8000
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
FOCUSING ON |
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OVERVIEW |
Customers want excellent service!
Every organisation makes great effort to bring customers back. Keep them with best service. Handle their complaints well.
Excellence in customer service is required to stay competitive. New strategies should be developed to secure more new and existing customers. Treating them nice is not good enough but making them remember you and come back need extra effort.
High impact customer service and complaint handling skills are needed to stay ahead. Customers look for value in what they paid. Ordinary words of “thank you” are now taken as normal in every encounter with customers. These words will not impress customers at all. Your ability to deal with their problems on the other hand will bring more impact.
There are many angry and unhappy customers. Dealing with difficult customers is a must have ability these days. A satisfied customer is the best salesperson for any business organisation. This ability of dealing with difficult customers is acquired through training and frequent practice.
This course enables participants to be more confident and effective in their daily customer encounters. This training on high impact customer service and complaints handling skills will help them to keep customers and achieve company’s business objectives. The skills learned will lessen complaints and upgrade standards in delivery. |
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AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB… |
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