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PREMIUM COURSE

Excellence Customer Service @ Call Centre

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Course Objectives

  • 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 program is suitable for receptionists, customer service, technical specialists, call center 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 liaison via telephone will benefit from this course.

Methodology

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

Course Modules

  • Module 1 – CALL CENTER – PHILOSOPHY
  • Module 2 – ELEMENTS OF QUALITY CUSTOMER SERVICE @ CC
  • Module 3 – MANAGING YOURSELF AND SHAPING YOUR ATTITUDE
  • Module 4 – COMMUNICATION THAT WINS CUSTOMERS
  • Module 5 – HANDLING CUSTOMERS ON THE PHONE
  • Module 6 – CALMING YOURSELF AND THE CUSTOMER: MANAGING STRESS

Get To Know The Trainer

Trainer Darren

Trainer Darren

 4.5

Darren is a Senior Training Consultant focusing on Team Effectiveness and Team Discovery programmes conducted via adult learning and experiential methods. He holds a degree in Business Management from Nilai College and a Diploma in Business Management from Tafe College. His other professional certifications include Train The Trainer by PSMB and Western Kentucky, USA.

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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

RM2,400/DAY

RRP RM3,200/DAY   SAVE RM800

*T&C Applies

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