Customer Service 101 (Online Training)

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Course Objectives

Customer Service 101 aims to equip CSRs with the essential skills to be successful when engaging and interacting with customers that ensures consistent positive service experiences and outcomes.

  • Understand customer needs and expectations
  • Use positive words, phrases and tone when interacting with customers
  • Tailor their approach to different customer personalities
  • Provide excellent customer service face-to-face, over the phone, and by electronic means
  • Handle unexpected situations that arise in customer interactions with confidence

Target Audience

CSRs who need to improve their interaction and engagement skills when dealing with customers in various situations to ensure positive service experiences and outcomes.

Methodology

This course uses lectures, activities, role-play and experience sharing to accommodate different learning styles.

Course Modules

  • MODULE 1: Introduction

  • MODULE 2: Understanding the Customer

  • MODULE 3: Top 10 Customer Service Skills

  • MODULE 4: Keeping Interactions Positive

  • MODULE 5: Adapting to Personality Types

  • MODULE 6: Service over the Counter

  • MODULE 7: Service over the Phone

  • MODULE 8: Electronic Customer Interactions

  • MODULE 9: Dealing with the Unexpected

Get To Know The Trainer

Trainer Indy

 4.5

Indy has more than 13 years of experience in the IT-BPO (Information Technology-Business Process Outsourcing) industry. He has worked for VADS Bhd., Atos Services (M) Sdn. Bhd., DXC Malaysia Sdn. Bhd. and Thomas Duryea Logicalis Asia Pacific MSC Sdn. Bhd. He is an experienced Technical Support Engineer, Quality Specialist, Service Improvement Specialist, Professional Trainer and Training and Quality Manager. He specializes in soft-skills and leadership development programs.

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FREE QUOTATION!

COURSE INCLUDES

  • 7 Hours (3.5 hrs X 2 days) Live Virtual Class / Online Public Class

COURSE BENEFITS

  • e-Certificate of Completion
  • Training e-Manual
  • HRDF Certified & Claimable

ALL IN FROM ONLY

RM599/DAY

*T&C Applies

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