Building Excellent Customer Service And Complaint Handling Skills

28 Mar, 2022, Remote Online Training - Public

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Ms K. Yasotha is an experienced corporate trainer in the areas of customer service, business communication, personal development, leadership, public speaking as well as writing skills with 20 years of experience in the training industry. She also served as the Customer Relations Manager for an international organization. In addition, she has published coursebooks entitled “Easy English / Working English” for the National Productivity Board (NPB) of Singapore.

 

Ms K. Yasotha,is on a personal mission to educate and empower individuals with the necessary knowledge in order to achieve personal and organizational goals. She is well-known for her practical, dynamic and lively sessions regardless if it is face-to-face or online training. She achieves her objectives and mission through challenging interactive sessions, thus consistently obtaining excellent feedback from her participants.

 

Among the organizations she has trained for are TNB. Astro, Sysmex, Interflour, CPA, MIA, CIMA, Deloitte, Baker Tilly, Affin Bank, RHB, OUB, Sime Darby, SP Setia, Securities Commission, Antah Schindlerand Teleflex to name a few.

 

Ms Yasotha is a certified trainer TESL and holds a B.A. (Hons) in English and M.Sc. in Corporate Communication.

Venue Details

Remote Online Training - Public

Contact us

Juliany,
M - 012 2281 247
juliany@ipa.com.my

Phoebe,
M - 019 363 7822
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Yvonne,
M - 012 201 1247
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
  • Module 1- Identifying Service Levels and Changing Mindset
  • Module 2 - Quality Customer Service Techniques
  • Module 3 – Communicating Professionally with your Customers
  • Module 4 - Managing Difficult Customers and Challenging Situations
INTRODUCTION
Being able to provide professional customer service in today’s demanding business world is vital for organizational success. This course focuses on the development of techniques and skills that are necessary for enhanced customer service and complaint handling.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Understanding the importance of customer service mindset.
  2. Developing the necessary attitude to deliver exceptional service.
  3. Grasping the necessary techniques for excellent customer service.
  4. Impressing customers by using professional and positive choice of words.
  5. Communicating persuasively and influencing customers to cooperate.
  6. Delivering impressive and consistent telephone customer service.
  7. Handling difficult and challenging situations in a professional manner.
  8. Using appropriate listening skills when dealing with complaining customers.
  9. Dealing effectively with challenging situations and negotiating win-win solutions.
WHO SHOULD ATTEND
  • Customer Service Staffs
  • Sales & Marketing Staffs
  • All internal customer service staffs
  • Operation staffs
METHODOLOGY
This course will utilize a combination of lectures, practice sessions, role-plays and group discussion.
COURSE CONTENT
9:00

Module 1- Identifying Service Levels and Changing Mindset

  • What is excellent customer service and why is it important?
  • Analyzing poor, basic and advanced service
  • Cognitive restructuring – fixed to growth mindset
  • The relationship between attitude and first- class service
  • How Emotional Intelligence (EI) enhances customer service

10.45

Module 2 - Quality Customer Service Techniques

  • Giving the customer a positive moment-of-truth: Did you practise A.S.K?
  • Understanding the laws of customer service
  • Managing “moments of truth”
  • Understanding the concept of ‘cycle of service’
  • Developing effective customer service habits

 

1:00 Lunch
2:00

Module 3 – Communicating Professionally with your Customers

  • Understanding the importance of professional communication with customers
  • Replacing passive and aggressive styles with assertive style of communication
  • Turning negative communication to positive communication
  • Using the right body language to convince customers
3:45

Module 4 - Managing Difficult Customers and Challenging Situations

  • Analyzing the reasons for customer complaints
  • Dealing with impatient, rude and angry customers
  • Defusing the situation and resolving the complain
  • Formula for handling conflicts
5:00 End of Course