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PREMIUM COURSE

Generating Excellent Customer Service for Back Office and Front Office

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Course Objectives

Identify self-potential and become more proactive at the workplace

  • Understand your role and responsibilities as a customer service provider
  • To develop a range of customer service excellence skills
  • Be able to practice skills and techniques which enhances customer satisfaction
  • Be able to handle irate customer and customer complaints professionally and objectively
  • To identify the service performance gap and the courses of action to be taken for improvement
  • Understand why CHANGE is crucial towards continuous improvement.
  • Apply effective methods of self-motivation.

Target Audience

Executives, Supervisors, Field Engineer/Technician, Front Desk, Sales and Customer Service personnel, Sales Promoters, Cashers and employees who are in constant contact with customers.

Methodology

The methodology used includes a combination of interactive lectures : 50%, group discussion, activities, exercises, presentations, video reviews, and role-play: 50%

Course Modules

Module 1 – Right Attitude Towards Organization For Better Future
Module 2 – Excellent Customer Service Philosophy
Module 3 – Assessing The Internal & External Customer
Module 4 – Managing Customer Expectation Gaps
Module 5 – Professional Image & Communication That Wins Customers
Module 6 – Key Elements In Delivering Customer Service Excellence Through The telephone
Module 7 – How To Handle Difficult Customers And Complaints
Module 8 – Success and Self-Motivation

Get To Know The Trainer

Trainer Khoo

 4.5

MR KHOO has more than 20 years of  management  experience and held several senior managerial positions such as Manager, Senior Manager, Director of Sales, Country Manager (Corporate Training) and General Manager  for a leading international service organization. He also contributed to Pembangunan Sumber Manusia Berhad (PSMB) for developing the curriculum structure for the Train-The-Trainer (TTT) and Evaluation on Effectiveness of Training.

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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

RM1,600/DAY

RRP RM2,285/DAY   SAVE RM685

*T&C Applies

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