Developing Excellent Customer Service and Complaint Handling Skills

27 Jun, 2024, Remote Online Training - Public

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Mr Viknesh Ashley has more than 10 years of experience working in roles related to writ ing 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 & busi ness communication, time & stress management, presentation skills, customer service and business writing skills. Organisations that he has trained and co-trained include RHB Ma laysia, 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: Developing Quality Customer Service Techniques
  • Module 2: Communicating Professionally with Your Customers
  • Module 3: 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. Developing customer-focussed service personnel.
  2. Inculcate customer service attitudes of excellence.
  3. Delivering exceptional service throughout the customer journey.
  4. Enhancing communication skills with customers.
  5. Managing challenging situations with ease and confidence.
WHO SHOULD ATTEND
  • Front-liners
  • Customer Service Representatives
  • Executives
  • Anyone who interacts professionally with customers
METHODOLOGY
This course will be conducted face-to-face utilizing a combination of lectures, practice sessions, role-plays and group discussions.
COURSE OUTLINE
9:00

Module 1: Developing Quality Customer Service Techniques  

  • Understanding the importance of excellent customer service
  • Using emotional intelligence to enhance your service levels
  • Practicing qualities of motivated customer service personnel
  • Giving the customer a positive moment-of-truth: did you practise A.S.K?
  • The essence of advanced customer service is having HEART
  • Managing “moments of truth” for memorable customer experiences
  • Excelling in your role in the ‘cycle of service’


10.45

Module 2: Communicating Professionally with Your Customers

  • Understanding the importance of professional communication with customers
  • Using the professional, assertive style of communication
  • Turning negative communication to positive communication
  • Practicing effective listening skills for enhanced service
  • Creating ‘small talk’ to build relationships with customers
  • Using the right body language to convince customers
  • Guidelines for effective interpersonal communication with customers 

 

1:00 Lunch
2:00

Module 3: Managing Difficult Customers and Challenging Situations

  • Analyzing the reasons for customer complaints
  • Dealing with impatient, rude and abusive customers
  • Handling objecting and cooling down angry customers
  • Defusing the situation and resolving the complain

 

3:45

Module 3: Managing Difficult Customers and Challenging Situations (cont.) 

  • Using the 8-step customer service complaint procedure
  • Restoring trust and relationship to retain your customers
  • Turning complaints into opportunities for service improvement 

 

5:00 End of Course