Speaking English with Confidence in Customer Service Situations

24 Jul, 2023, Remote Online Training - Public

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Mr Viknesh Ashley has more than 10 years of experience working in roles related to writing and journalism, including StarProperty.my under Star Media Group Bhd, The Malaysian Reserve and Malay Mail, Malaysian property websites and magazines as well as with local property developers such as Sunway Property Group and SkyWorld Development Group Bhd.

 

Mr Ashley has expertly undertaken corporate training in the areas of interpersonal & business
communication, time & stress management, presentation skills, customer service and business writing skills. Organisations that he has trained and co-trained include RHB Malaysia, Multinail Asia Sdn Bhd, Hong Leong Yamaha Motor Sdn Bhd, Deloitte Malaysia, Astro Malaysia Holdings Bhd. etc.

 

Mr Ashley is PSMB Train the Trainer certified and holds a B.A. (Hons) in Communication & Media
Management.

Venue Details

Remote Online Training - Public

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
  • Module 1: Applying Standard English with Customers
  • Module 2: Speaking Confidently with External Customers
  • Module 3: Delivering Telephone Customer Service in English
INTRODUCTION
This course provides participants with opportunities to improve their English language skills to a level that they are confident to speak English with ease with customers.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Avoiding non-standard English when interacting with customers.
  2. Using English effectively in various situations.
  3. Speaking confidently when dealing with internal and external customers.
  4. Improving your telephone customer service in English.
WHO SHOULD ATTEND
  • Managers
  • Executives
  • Personal Assistants
  • Secretaries
  • Admin Staffs
  • Clerical Personnel
  • Front-liner / Personnel who is in Customer Service Department
METHODOLOGY
This course will utilize a combination of lectures, discussions, practice sessions and group discussions
COURSE CONTENT
9:00

Module 1: Applying Standard English with Customers

  • Understanding the importance of polite English in customer service
  • Special meanings of modal auxiliaries
  • Applying polite language (use of modals –may, could, would)
  • Using modals for correct grammatical constructions
  • Having awareness of standard English when interacting professionally
  • Non-standard English that should be avoided


10.45

Module 2: Speaking Confidently with External Customers

  • Meeting and greeting your customers with ease
  • Asking for explanations to ensure clarity of message
  • Interrupting, suggesting, objecting, and agreeing during discussions
  • Giving ideas and personal opinions politely

 

1:00 Lunch
2:00

Module 2 – Speaking Confidently with External Customers (cont.)

  • Asking for and giving relevant information to customers
  • Expressing enthusiasm and appreciation to show gratitude
  • Speaking with empathy and assurance with upset customers
  • Apologizing and offering logical explanations

 

3:45

Module 3 – Delivering Telephone Customer Service in English 

  • Grasping the basics of telephone customer service
  • Answering and ending calls in a polite manner
  • Transferring and taking messages appropriately
  • Giving and taking messages professionally in English
  • Using polite English phrases for telephone customer service

 

5:00 End of Course