Heart Centred Customer Service

24-25 Aug, 2020, Pullman Kuala Lumpur Bangsar

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MURSHIDAH SAID is a multi-award winning international speaker and adviser on personal and corporate transformation. 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 20 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 trained in the areas of Accelerated Learning and whole being learning to achieve better education for participants. She is a Certified Advanced Law of Attraction Practitioner.

 

Murshidah is travels regularly between Singapore and Kuala Lumpur. Her work involves conducting training from government bodies, multinational corporations, SMEs and professionals, to the marginalised groups like refugees, low income families and the homeless. Her key message and topics addressed to organisations, businesses and professionals include Positive Workplace, Emotional Intelligence, THE POWER OF GIVING, Organisational Excellence through LOVE & RESPECT, and Corporate Grooming and Branding, and Customer Service Transformation.

 

She also coaches entrepreneurs to increase profits and business impact through creating a sustainable Social Enterprise unit within their businesses.

 

Her work on spreading the message of LOVE & RESPECT has gone throughout Malaysia, Singapore, Indonesia, Brunei, India and the USA.

 

Murshidah is a regular speaker at conferences and is currently working on her first book. She is a regular motivator on Hello on Two on RTM2, has been a regular featured guest on the Breakfast Show on NTV7, as well as on BFM the Business Station. She was also a featured consultant in the Sep 2010 issue of NewMan magazine. In Singapore, Murshidah has been a guest on the business programme Paradigma on Warna Radio. She was also the featured Transformation Coach on KISS92 FM radio station in Singapore. Murshidah is the brand Ambassador and educator of the WORLD HIJAB DAY, a global movement that promotes better understanding of the Hijab. She has been interviewed by HuffPost Live in USA, Mob TV, Astro Oasis and featured in the Malaysian Insider.

 

Murshidah is the main presenter on the radio programme JEWELS OF INSPIRATION, on Malaysia’s IKIM FM radio station. She was also featured the Indonesian TV show Saleha.

 

Murshidah is awarded THE BEST PERSONAL BRAND as a LIFE TRANSFORMER in 2017, by the Marketing Institute of Singapore.

 

Her social enterprise LOVE & RESPECT Transformation Centre was awarded Best Brands for Good – for Community and Business Model in 2019, by the Intellectual Property Office of Singapore. She was awarded Malaysia National Sustainability Award 2019 by Global GPM (Green Project Management Organisation ) for her work on helping refugees come out of poverty. She is also the top 100 Transformation Leaders for Value Creation as recognised by GoGlobal Business School, Singapore.

 

Murshidah is also an active advocate in helping the marginalised groups of people in Malaysia which includes the homeless, sex workers, runaway teens, abused women and children, and those living in poverty. She conducts regular visits to raise awareness of the people in need and conducts street feeding activities to reach out to the homeless. She works with NGOs to conduct Mindset Change programmes for the people in need as well as for the volunteers and counsellors.

 

She has a one help one model where ever y paid training conducted, another mindset change and skills based training program will be done for a marginalised community. Aside from corporate training, Murshidah also runs a social enterprise called LOVE & RESPECT Transformation Centre.

 

Murshidah has a daughter, and is a business partner with her husband. An avid traveller 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.

Venue Details

Pullman Kuala Lumpur Bangsar
No 1 Jalan Pantai Jaya Tower 3, 59200 Kuala Lumpur,
Phone : 0322981888
Fax : 0322981999

Click For Hotel Location

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

UPDATED!
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. Enhancing the customer service skills.
  3. Raising yourself confidence and self-empowerment.
  4. Improving the level of internal and external customer satisfaction.
  5. Motivating yourself to deliver peak performance in each service industry.
  6. Improving questioning and listening skills.
  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
    - Sensing the Hot Buttons and the Deal Breakers on the phone
    - 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

  • The Critical Importance of Voice Tone, Accents and Dialects
  • Negative Voice Tone
  • Neutral Voice Tone
  • Tired & Bored
  • Indifferent & Detached
  • Role Play

It’s Not What You Say : Rephrasing For Better Relationships

Social Media Etiquette and the Corporate Image

  • Whatsapp etiquette
  • Netiquette
  • Social Media Postings Dos and Donts
    - Corporate
    - Personal
    - Case Studies of Pstings with Negative Impact
    - Case Studies of Postings with Positive Impact

Zoom meeting Etiquette

  • Meeting your customers online
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 
  • Understanding people
  • Know your personality and others through Personality PLUS – Florence Littauner
  • Learning modality – VAK
  • How to get people to like you
        
    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 Emotional Blockages
  • How to Forgive daily
  • Instilling Daily Gratitude in yourself for Peak Performance
  • GOAL SET GO!
  • Learning Integration

Group Discussions, Activities, Games, Case Studies

5:00 End of Course