Heart Centred Customer Service

17-18 Feb, 2020, Kuala Lumpur

IPA Training is Registered with

Learn from the Best

MURSHIDAH SAID is an independent speaker and adviser of customer service excellence, personal grooming, corporate image and personal empowerment and transformation for individuals and corporations. A graduate of the National University of Singapore with a Bachelor of Arts Degree in Economics and Sociology in 1993, Murshidah runs successful businesses for more than 15 years expanding throughout Asia.

 

She is also a certified Neuro Linguistic Programming Practitioner and a certified life coach recognised by the American Board of NLP, NBPES and NLP University (USA). She is also a certified Advanced Law of Attraction Practioner issued by Global Sciences Foundation (USA). She is also trained in the areas of Accelerated Learning and whole being learning to achieve better education for participants. Murshidah’s courses address the importance of education for the WHOLE BEING, ie incorporating the interconnection of body, mind, heart and spirit. She emphasizes on principles-based practices in her courses.

 

Murshidah is a regular speaker at conferences and is currently working on her first book. She is a regular speaker and motivator on Hello on Two on RTM2, is a resident speaker on Image on the Breakfast Show on NTV7, has been interviewed with Dato’ Dr Sheikh Muszaphar on Bernama’s BizTalk, and interviewed on Image on BFM the Business Station in Malaysia. In Singapore, she was a guest motivation speaker on Warna Radio’s Business Programme, Paradigma. She is the Image Consultant featured in New Man magazine’s September issue and is in Jutawan magazine’s September issue. She is a contributing writer to Aquila Asia, a woman’s lifestyle magazine. She was also the featured Transformation Coach on KISS92 FM radio station in Singapore. She has been interviewed by HuffPost Live, Mob TV, Astro Oasis, The Star, and featured in the Malaysian Insider.

 

Murshidah has a 10 year old daughter, and is a business partner with her husband who is also her life coach. An avid traveler and adventurer, she has explored Europe, Middle East, South Africa, USA, Asia Pacific and Australia alone on a backpack as well as with a small group of like-minded friends. Murshidah is resourceful and jovial and participants of her workshops are guaranteed of lively and fun sessions where they learn to expand their social skills and perform beauty and life makeovers. Her love for learning, colours, music, dance and movies are brought into the workshops that she conducts. All her training programs has a one-help-one model where every training contributes to the mindset and skills based training of another marginalised community like the urban poor, homeless and refugees.

Venue Details

Renaissance Kuala Lumpur Hotel
Corner of Jalan Sultan Ismail and Jalan Ampang, Kuala Lumpur 50450, - 50450
Phone : (603) 2162 2233

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

FOCUSING ON
  • Empowering Yourself
  • Aligning Yourself Towards A Customer Oriented Person
  • Being Sensitive To Others’ Hot Buttons
  • The Power Of Your Mind
  • Body Language
  • Communicating In Teams
  • Improving Customer Service Through Proper Biz Etiquette
  • Effective Time Management To Give The Best Customer Experience
  • Understanding People To Create The Best Customer Service Experience
  • Personal Empowerment
DESIRED OUTCOME

Why is it that we find certain people able to handle customers better than others ? A person can be doing exactly the same job as another and yet one person is deemed to have better cutomer service then the next.


Customer service is an emotional effect it gives on another person. Find out how to get your organization to give excellent customer service.


This course is intended to empower participants with personal empowerment, effectiveness and communication skills to motivate themselves, others and understand the overall fundamental human needs. This course covers both interpersonal as well as intra personal communication skills for them to give the best internal and external customer service. How we relate to others is a reflection of how we relate and understand ourselves.


This course will be excellent for those who have to excel in their lives, lead others, set an example, manage team mates to reach a goal and give the best customer service. The Accelerated Learning Technology used in this course is unique to the brand of the workshop as participants learn 400% faster than any other courses.


Furthermore, this course is intended for those keen on developing their interpersonal skills and apply the knowledge of intrapersonal qualities.

In addition, the participants also develop their intrapersonal qualities (personal effectiveness) in being a leader as well as to develop their inter-personal skills (mainly in management) to achieve a vision.

 

This course is designed to help participants to be proactive, responsible and empowered. Every participant will benefit from this training by learning how to live a happy and contented life while achieving personal and professional goals. Companies or organizations will benefit by having motivated, focused, confident employees who know how to bring added value to their work.

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Undertaking the roles of the empowered person, team member and leader, it is essential to understand oneself, be self motivated, and understand the importance of spiritual quotient.
  2. Improving the customer service skills among participants.
  3. Raising your self confidence and self-empowerment.
  4. Improving the level of internal and external customer satisfaction.
  5. Motivating participants to deliver peak performance in each service industry.
  6. Improving questioning and listening skills among participants.
  7. Building better relationship with customers.
  8. Handling difficult customers through style flexing, complaint resolution and stress management.
WHO SHOULD ATTEND
  • Front-liners
  • Customer Service Personnel
  • Customer Service Managers & Executives
  • Sales Managers & Executives
  • Department Heads
METHODOLOGY

Delivery will be done using the Accelerated Learning Technology. The Accelerated Learning technology makes use of flip charts, music, movies, colours and co-operative learning to create the relaxed and joyous environment. Some of the methods used to create impact full learning include:

  • Modelling
  • Games
  • Simulations
  • Metaphors
  • Role Plays
  • Projects
  • Individual Reflections
  • Group Discussions
  • Physical Activities

 

True learning occurs through discovery. The various methods used in the programme allow you to be fully involved in the process and discover the learning for yourself. Once you discover, you learn and you take ownership of the learning.

DAY 1
9:00

Module 1: EMPOWERING YOURSELF

  • Introduction
    - Who am I?
    - What is Customer Service and how is this Important in Your work and in Your Life?
10.45

Module 2: ALIGNING YOURSELF TOWARDS A CUSTOMER ORIENTED PERSON

  • Your Whole Being Transformation
    - Your Purpose
    - Dreams
    - The Importance of Change
    - Getting out of your comfort zone
  • The Power Within Yourself!
  • The Whole Being – Body, Mind, Heart & Spirit (the Connection)
  • Why every need has to be Fulfilled
  • The Power of the Human Spirit
  • Communicating with your “Brand” in giving Customer Service
  • Understanding Personal Brand
  • Communicating Through Your Image
  • Brain and Behaviour
  • Building Healthy Self Image
  • Beliefs, Values, Attitudes
12.00

Module 3: BEING SENSITIVE TO OTHER’S HOT BUTTONS

  • How We SPEAK?
    - Opening and Structuring conversation
    - The Art of questioning
  • The Art Of Effective Listening
    - Intellectual Listening
    - Emotional Listening
    - How people process your message - 4-MAT by Bernice McCarthy
  • ROLE PLAY Challenges & Solutions - Dealing with difficult customers
1:00 Lunch
2:00

Module 4: THE POWER OF YOUR MIND

  • How your mind affects your outcome
  • Our Conditioning Process
  • Overcoming limitations and fears

The magic of Your Mind – how the mind and body works for or against your Body Language and Non-Verbal Communication (Basic NLP will be incorporated here to understand how the body and mind work together)

3:45

Module 5: BODY LANGUAGE

  • Greetings and Introduction
  • Body language in different situations
  • Postures, Gestures and Stances
5:00 End Of Day 1
DAY 2
9:00

Module 6: COMMUNICATING IN TEAMS (INTERNAL CUSTOMER SERVICE)

  • Characteristics of successful teams within organisations
  • Principles led teams
    - Win! Win! Win!
    - Integrity
    - Responsibility
    - Love
    - Respect
    - Commitment
  • Common mistakes made by unsuccessful teams
10.45

Module 7: IMPROVING CUSTOMER SERVICE THROUGH PROPER BIZ ETIQUETTE

  • Telephone Etiquette
    - Dealing with difficult customers through the phone
    - WhatsApp’s etiquette
    - Netiquette
12.00

Module 8: EFFECTIVE TIME MANAGEMENT TO GIVE THE BEST CUSTOMER EXPERIENCE

1:00 Lunch
2:00

Module 9: UNDERSTANDING PEOPLE TO CREATE THE BEST CUSTOMER SERVICE EXPERIENCE

  • Understanding fundamental human needs - Make THEM WANT YOU !
  • Understanding people
  • Know your personality and others through Personality PLUS – Florence Littauner
  • Learning modality – VAK
  • How to get people to like you
  • Walk the walk, talk the talk
    - Communicating the brand (internally & externally)
  • Communicating over the phone

Ten Things You Can Do To WOW Every Time

3:45

Module 10: PERSONAL EMPOWERMENT
How To Become A Successful Professional

  • What is stopping you from achieving success in Customer Service?
  • Forming A Support Group
  • Comunicating internally
  • Clearing Your Blockages
  • Forgiveness and Gratitude
  • GOAL SET GO!
  • Learning Integration

Group Discussions, Activities, Games, Case Studies

5:00 End of Course