Customer Service Skills

29-30 Jun, 2020, Virtual Classroom Training

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Sheena Chahil is the Executive Director of IMP Training & Consultancy.

 

She brings to you years of invaluable experience, offering speaking, training and consulting services to corporate clients, private individuals, professional associations, government agencies, colleges and universities. Her passion for people development drives her to help men and women achieve their dreams and aspirations by projecting their best through their visual appearance, communication and interpersonal skills.

 

As a trainer and consultant, she has developed corporate workshops and individual coaching services designed to provide employees and leaders with the tools and the self-confidence they need to master their professional lives.

 

Sheena actively conducts training on areas of Personnel Development such as Office Management & Administrative Skills, Effective Business Communication, Boosting Self Confidence & Self Esteem, and Positive Work Attitudes. As such she keeps herself updated on trends in office administration and essential insights into changes within the office administrative profession.

 

Her extensive exposure in the service industry has also enabled her to train others in areas on Customer Care, Hospitality Image and other Customer Services related workshops. She has acquired her training in Customer Service from the International Air Transport Association - IATA Singapore.

 

Discussing professional change – from personal grooming to client relations can be sensitive. Sheena’s finesse motivates people to receive feedback and learn new ways to enhance their Professional Presence.

 

Among her satisfied clients are organizations such as Maybank, Public Investment Bank, BHP Billiton, TNS Worldpanel, Sunway Group, DaimlerChrysler, Maxis Mobile, Celcom, Kuwait Finance House, Telekom Malaysia, British American Tobacco, Intel Singapore, Asia Business Forum Singapore, DRB Hicom, CIMB Bank, Chevron Malaysia Ltd, Tractors Malaysia, Great Eastern Life Assurance, UMW Toyota, Securities Commission, Western Digital and Petronas Group of Companies.

 

Sheena is a member of The Institute for Image Management (U.S.A.) and an Associate member of Image Consultants International - AICI. She has a wide range of experience too, in the image industry and has acquired her training in a number of areas on Image Management from Australia and U.S.A. Her expertise lies in Personal Style, Wardrobe Strategies, Visual Poise, Business and Social Etiquette and Malaysian Protocol (Correct Forms of Address).

 

She is also a popular speaker at seminars and symposiums both in Malaysia and the region and specializes in conducting presentations on topics on Image Building, Business Etiquette and Corporate Communications. She has been featured on some of the local television programs, local magazines and local newspapers. Apart from that she also contributes articles to some of the local magazines and local newspapers on a regular basis.

Venue Details

Virtual Classroom Training

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

FOCUSING ON
  • Your Role in the Organization
  • Importance Of Service Excellence At Work
  • Service Essentials At the Workplace
  • Identifying and Addressing Customer Needs
  • Understanding The Basics of Customer Contact and Building Customer Relations
  • The Three Stages Of Customer Contact
  • Handling Service Challenges Positively
  • The Good, the Bad, and the Ugly: Dealing with Difficult People
  • The Telephone In The Organization
OBJECTIVES

It may be a cliché’, it’s basic fact of business life… there is no second chance to make a good first impression. Making a good impression means knowing what not to do… but more importantly knowing what you should do.

 

In today’s fast paced, highly competitive market your company’s image is your most valuable asset. You may have excellent facilities and products, but the image you have worked so hard to build can be shattered by a poor impression made by your frontline staff.

 

In order to surge ahead in the market there is an urgent need for organizations to complement their core products and services with exceptional customer service
A higher degree of customer loyalty could be attained if the people who come face to face with the customers are able to execute excellent skills and tact while dealing with clients.

 

If you want to improve your edge in the market, educate your staff who have the very first contact with your customers. In this course the participants will be shown how to handle customers professionally, develop interactive communication and interpersonal skills. The participants will also learn the art of looking their best at the workplace, heighten their confidence and create winning impressions during their interactions with their customers via face to face and over the telephone.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Understanding the role and responsibilities as a customer service provider.
  2. Providing practical skills and techniques essential to a good customer service.
  3. Identifying one’s own personality style and the personality styles of customers.
  4. Making better choices to improve attitude.
  5. Developing a personalized strategy for improving communication skills.
  6. Learning to handle demanding customers and customers’ complaints.
  7. Maintaining professionalism and composure when dealing with irate customers.
  8. Getting tips on how to look confident, friendly and approachable when handling customers.
WHO SHOULD ATTEND
Customer Handling Personnel
METHODOLOGY

The methodology used provides a complete learning system with well defined objectives that are achieved through use of:

  • Discussions, Role Play and Activities
  • Video Presentation
  • Notes and Handouts
DAY 1
2:00

Your Role in the Organization

  • Understanding the importance of your role in the organization
  • Do you have what it takes to do your job in a professional way
  • How do you want to be seen by your customers/patients
  • Being aware of the changes your organization is going through
  • Setting The Right Service Mindset
  • Developing and open mind to learn and improve on the job
  • Pride in what you do
 

Importance Of Service Excellence At Work

  • Understanding customers’ needs and expectations
  • Filling in service gaps with components of service excellence
3.45

Service Essentials At the Workplace

  • Passion in people and your customers
  • Pride in what you do at the workplace
  • Showing proactiveness – being sharp
  • Proficiency – having the right skills & knowledge
  • Postiveness – clear of giving a good experience to your customers/others
 

Identifying and Addressing Customer Needs

  • Understanding the customer’s problem
  • Staying outside the box – not jumping to conclusions
  • Meeting the basic needs
5.30 End of Day 1
DAY 2
2:00

Understanding The Basics of Customer Contact and Building Customer Relations

  • Your interaction with your customers
  • Your knowledge of the products & services
  • Learning the art of tact and diplomacy when dealing with challenging customers
  • Going the extra mile – asking ahead of time and being proactive
  • Techniques for making clear and positive statements
 

The Three Stages Of Customer Contact

  • Understanding the importance of the three stages of a face to face customer contact – the receiving, the processing & the closing stage
  • Tips on handling customers diplomatically at each stage of contact
  • Using the right body language when handling customers
    during all three stages
 

Handling Service Challenges Positively

  • Identifying factors causing difficult customers
  • Listening – the first step to managing complaints
  • Utilizing steps in handling complaints
3.45

The Good, the Bad, and the Ugly: Dealing with Difficult People

  • Not all customers are easy to deal with. Participants will learn how to interact effectively with people who are angry, distraught, scared and even manipulative
  • Learn the importance of establishing boundaries with difficult people in order to offer the best service
  • Being assertive when the need arises and dealing diplomatically with customers
  • Listening attentively to customers
 

The Telephone In The Organization

  • Avoiding bad telephone impressions
  • Learning to use phrases that say we are professional, warm and ready to listen and help you
5.30 End of Course