(MC) Customer Service Excellence In The Pandemic And Post Pandemic Times

25-26 Oct, 2022, Dorsett Kuala Lumpur

IPA Training is Registered with

Venue Details

Dorsett Kuala Lumpur
No 1 Jalan Pantai Jaya, Tower 3, 59200 KUALA LUMPUR,

https://all.accor.com/hotel/ 7962/index.en.shtml


Phone : 0 3-2298 1888
Fax : 0 3-2298 1999

Contact us

FOR COURSE DETAILS

Juliany,

Office: 03 2283 6109

Mobile: +60 122281247

juliany@ipa.com.my

Phoebe,

Office: 03 2283 6100

Mobile: +60 193637822

phoebe@ipa.com.my

Bee Teng,

Office: 03 2282 6112

Mobile: +60 172566121

beeteng@ipa.com.my

FOR CUSTOMISED IN-HOUSE TRAINING

Jane,

Office: 03 2283 6101

Mobile: +60 129418251

jane@ipa.com.my

Keith,

Office: 03 2283 0000

Mobile: +60 162272735

keith@ipa.com.my

ADDRESS

A-28-5, 28th Floor, Menara UOA Bangsar,
No.5, Jalan Bangsar Utama 1,
59000 Kuala Lumpur

FOCUSING ON
  • Module 1: Empowering Yourself
  • Module 2: Communicating Externally
  • Module 3: Understanding Your Own Mindset
  • Module 4: Body Language in front of others
  • Module 5: Communicating In Teams (Internal Customer Service)
  • Module 6: Improving My Customer Service
  • Module 7: Social Media Etiquette and The Corporate Image
  • Module 8: Effective Time Management to Give the Best Customer Experience
  • Module 9: Understanding People to Create the Best Customer Service Experience
  • Module 10: Personal Empowerment
INTRODUCTION

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 customer 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.

 

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.

COURSE LEARNING OUTCOMES (CLO)
  1. Identify and undertake the roles of the empowered person, team member and leader.
  2. Show and enhanced the customer service skills among participants.
  3. Perform to enhanced self-confidence and self- empowerment.
  4. Show the improvement in the level of internal and external customer satisfaction.
  5. Assist and motivate staff to deliver peak performance in each service.
  6. Able to improve questioning and listening skills.
  7. Able to build better relationship with customers.
  8. Able to help staff in 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 course 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 a difficult customer?
    - Why is being able to handle difficult customers Important in Your work and in Your Life?
 

The Right Attitude Begins with YOU!

  • 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 and Corporate Brand
    - Basic Personal Grooming
    - Corporate Image Grooming
    - Dressing
    - Personal Image and Hygiene
10.15 Coffee Break
10.30

Module 2: Communicating Externally

  • 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
  • Sensing the Hot Buttons and the Deal Breakers on the phone
  • How people process your message – 4-MAT by Bernice McCarthy
  • Magic and Deadly phrases to Customers
  • 8 Step Accelerated Communication
  • Managing Complaints
1:00 Lunch
2.00

Module 3: Understanding Your Own Mindset

  • 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 you Body Language and Non- Verbal Communication (Basic NLP will be incorporated here to understand how the body and mind work together)
3.30

Tea Break

3:45

Module 4: Body Language in front of others

  • Greetings and Introduction
  • Body language in different situations
  • Postures, Gestures and Stances
5:00 End of Day 1
DAY 2
9.00

Module 5: Communicating in Teams (Internal Customer Service)

  • Characteristics of successful teams within organisations Principle led teams
    - Win! Win! Win!
    - Integrity
    - Responsibility
    - Love
    - Respect
    - Commitment
  • Common mistakes made by unsuccessful teams
  • Dealing with Difficult Internal Customers
10.30
Coffee Break
10.45

Module 6: Improving My Customer Service

  • Leading the way towards solutions
    Communication, building rapport
    - Breakdown of communication
    - Building customer rapport
    - Impact of telephone and written communication
  • - Verbal handshake
    - Communication styles
  Establishing customer needs
  • Asking open questions
  • Introduce questioning funnel
  • Listening and summarizing
 

Maintaining control and empathy in complaint handling

  • Using positive language
  • Remaining assertive when under pressure
 

Defusing difficult customer emotional responses

  • Managing personal response
  • Complaint handling techniques to defuse anger and other emotional responses
 

Converting Complaints into Opportunities

  • How to utilize complaints as a means to improve service and retain loyal customers
 

Module 7: Social Media Etiquette and The Corporate Image

  • Email Etiquette
  • WhatsApp etiquette
  • Netiquette
  • Social Media Postings Dos and Don’ts
    - Corporate
    - Personal
    - Case Studies of Postings with Negative Impact
    - Case Studies of Postings with Positive Impact
1:00 Lunch
2:00

Module 8: Effective Time Management to Give the Best Customer Experience 

 

Module 9: Understanding People to Create the Best Customer Service Experience 

  • Understanding fundamental human needs - Make THEM WANT YOU!
  • Why people buy
  • Understanding people
    - Know your personality and others through Personality PLUS – Florence Littauner
    - Learning modality – VAK
    - How to get people to like you
  • Getting to a buy in through asking questions
  • Ten Things You Can Do To WOW Every Time
3.30 Tea Break
3:45

Module 10: Personal Empowerment   

  • How To Become A Successful Professional
    - What is stopping you from achieving success?
    - Forming A Support Group.
    - Communicating internally
    - Clearing Your Blockages
    - Forgiveness and Gratitude
    - GOAL SET GO!
    - Learning Integration
5:00 End of Course