In every organization, the front-line people, who happen to become those that the customers come into contact, first, are the ones that leave indelible impressions. The way the customers judge an organization in most cases depends on the how they are treated upfront. From the way they dress to the way that they communicate to the customers, these front-line people carry with them the image of the company.
The front-line people’s way of contact and handling the customers are essential to ensure that the customers come back for more of their services. Research shows that it is more expensive to acquire new customers compared to maintaining the current ones.
Key Learning Objectives
At the end of this program, the participants will :
Develop a POSITIVE ATTITUDE within themselves
Adopt a CUSTOMER SERVIVE ATTITUDE.
Always have a SENSE OF URGENCY on customer related matters
Be trained on how to be MORE FRIENDLY, COMPASSIONATE & CARING towards customers.
Provide effective and efficient customer service via TELEPHONE.
Be trained on the DO’s and DONT’s when dealing with customers.
Know what it takes to UPHOLD THE COMPANY’S IMAGE and to ACT IN THE INTEREST OF THE COMPANY.
Course Methodology
For this group of frontliners, the methodology adopted will be highly interactive and participative. They will be trained on standardized greetings and practices as requested by the company. Theory used as a guide only ~ Very practical and easy to understand ~ Role Plays ~ Draws on participants own experiences ~ Action Plans orientated
Who Should Attend
Customer Service staff
Course Content
Laying the Foundation for Customer Service
The Need for Customer Service
Defining the role of customer service
Changes on the horizon to look out for
Fostering Customer Service Attitude
Your Attitude
Developing a Positive Attitude
What is customer Service Attitude
Developing Customer Service Attitude
Improved Knowledge for Better Customer Service
Product Knowledge – the need for it
Who are your customers?
Understanding their expectations and needs
What Every Customer Wants To Hear
Rights Of Customers
Defining “EXCELLENCE” in Customer Service
What is quality
Definition of Quality
Components of Quality
Quality Model
Dimensions of Service Quality
Elements Influencing Customer Care
Communicating with Customers
Means of message transmission to customers
What constitutes to good customer communication
Effective Visual Communication
Grooming
Body Language & Facial Expression
Behavior
Effective Verbal Communication
Using vocal effectively
Magic Phrases
Deadly Phrases
Questioning tactfully
Refusing or saying NO
Steps in Handling Complaints and Irate Customers
Listening
Probing
Agreeing
Empathizing
Follow-Up
Assuring
Customer Service via Telephone
Telephone technique and courtesies – Role Play
Dos and Don’ts when handling customers over the telephone – Telemarketing Technique
Building Customer Focused Team
Establishing customer service measures
Giving feedback Do’s and Don’t of customer service team
Course Facilitator
ARSHAD BIN HJ. MD. GHAUS is a practical trainer in upgrading communication and motivation skill to improve knowledge, skill and attitude wise for the needs of organization.Participants have found his workshops relevant and practical. His method of training is based on “ADULT AND PARTICIPATIVE LEARNING”.
He has graduated in Bachelor of Social Sciences from University Science Malaysia majoring in Development Administration and Management. He has completed his Masters in Corporate Communication from University Putra Malaysia. Besides that he also have Certificate In Training Development. He explore further in Management Training Functions conducted by RIPA International at United Kingdom.
Administrative Details
Time : Day 1 & 2 - 9.00am – 10.00pm
Fee : RM 750 per participant Group discount 5 % for 3 and more pax
Withdrawal: 2 weeks – full refund Less than 2 weeks – 25% refund
