This training program is ideal for all employees employed in the roles that require direct customer interaction with both internal and external customers and who want to hone their communication skills in a supportive and professional environment with the aim of maximizing customer satisfaction on the job namely customer services representatives, supervisors, managers, marketing and sales personnel, employees in the customer service and customer care industries.
This transformative program inculcates into each participant through interactive learning activities, experiential management games, practical examples, real-life testimonies, role-playing, viewing of relevant videos and real-time coaching in a fun yet focused environment. This program is specifically designed to engage, equip and inspire personnel to take their delivery service to the next escalatory level. It also covers the effects of power posturing in verbal communication and the inner qualities for interpersonal interaction based on the principles of personal and professional integrity.
Module1: What Describes Good And Bad Customer Service?
Module 2: Establishing a SMILE Campaign
Module 3: Understanding Common Customer Expectations
Module 4: Understanding Service Promise
Module 5: Customer Experience – A Crucial Journey
Module 6: What Is Service Communication? How Does It Improve Brand Offering?
Module 7: Critical Customer Service Killers
Module 8: Understanding Strategic Steps to Improve Customer Satisfaction via Customer Satisfaction Drivers
Module 9: Complaint Resolution Strategy: Proficient Complaint Handling Skills
Module 10: Customer Behavior – Influenced by Various Factors
Module 11: Rewards for Excellent Customer Service
Module 12: Personal Action Plan
Baskaran (Busky) is an energetic and a resourceful trainer with 25 years of experience in hospitality and tourism industry, education, international sales and marketing including voluminous experience in customer relationship management. Busky is one of Malaysia's sought after speakers and a leading-edge customer engagement and people-oriented trainer for many companies in Malaysia. His dynamic and versatile personality plus extensive experience in the service industry has crafted a niche in providing practical, interactive and fun filled activity-based workshops to the corporate sector.
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