Enhancing Customer Service – Excellence Call Center Image

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Course Objectives

By the end of this program, participants should be able to:

  • Understand customer service concepts and Improve customer service skills
  • Use some of the techniques to achieve excellence in customer service
  • Work on improving their relationships with other employees
  • Understand their customer needs and expectations
  • Understand effective ways to handle customers complaints
  • Improve their problems solving skills and dealing with difficult customers
  • Understand their important roles they play in their respective organizations

Target Audience

This course is suitable for receptionists, customer service, technical specialists, call centre agents, engineers , sales personnel and other front-line personnel will need equipping to show customers they really matter. Any staff that provides customer service in the form of personal contact, servicing or customer liason via telephone will benefit from this course.

Methodology

This course will be conducted through interactive lectures, PowerPoint presentation, video presentation, role-lay, and group discussions.

Course Modules

Module 1 – Customer Service Philosophy
Module 2 – Elements Of Quality Customer Service
Module 3 – Managing Yourself And Shaping Your Attitude
Module 4 – Understanding Customer Needs & Expectations
Module 5 – Communication That Wins Customers
Module 6 – Assessing The Customer’s Behavior Triggers
Module 7 – Handling Customers On The Phone
Module 8 – The Psychology Of Complaints And Anger
Module 9 – Handling Of Complaints
Module 10 – Problem Solving Skills
Module 11 – Calming Yourself And The Customer : Managing Stress
Module 12 – Becoming An Expert In Customer Service – Self Assessment

Get To Know The Trainer

Trainer Leela

 4.5

Leelavathi is a trainer, speaker and consultant both in the local and international circle. She uses real life examples and interactive exercises that make her presentation alive and easily understood.  She has 22 years of working experience ranging from banking to sales force and manufacturing before embarking into training and consultancy.

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FREE QUOTATION!

COURSE INCLUDES

  • 2 Days of training
  • E-Certificate of Completion
  • E-Training manual
  • Trainer logistic to client's place

COURSE BENEFITS

  • 1 or 20 pax, same price
  • Confirmed-to-run even for 1 pax
  • Cheapest available (*we will price match!)
  • Money-Back-Guaranteed Quality
  • HRDF Certified & Claimable

ALL IN FROM ONLY

RM2,399/DAY

RRP RM3,430/DAY   SAVE RM1,031

*T&C Applies

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