all customer service personnel. Frontliners and salesperson responsible to sell provide service and after sales service to customers
This seminar combines a maximum mix of learning methods, including short inputs, group exercises and feedback, questionnaires, discussions and role-plays using both case studies and real life situations. You will be continually stimulated to think about what you will do differently and how you will transfer the learning to your business practice.
Module 1: WHAT AN ATTITUDE: WHERE SERVICE EXCELLENCE STARTS
Module 2: MANAGING DIFFERENT CUSTOMER TYPES
Module 3: DELIVERING NO AND OTHER BAD NEWS (SALES AND CS)
Module 4: HANDING COMPLAINTS USING THE ASAP TECHNIQUE
Module 5: UNCOVERING CUSTOMER NEEDS THE SECRET TO BETTER SALES
Module 6: – PLANNING
Anita has intense dedication towards improving personal and organizational performances. With a track record of 9 years in the corporate sector, Anita brings extensive experience from the corporate world and is now considered amongst the new breed of dynamic “Human Relations Trainers” blending practical concerns. She is a certified NLP Practitioner who believes one needs to be able to communicate with and influence oneself, family, friends, colleagues or clients. She believes that professionally, everyone needs to understand how important it is to be able to make oneself understood and to influence effectively. It takes a real skill to understand and grasp new concepts quickly from others and to be able to communicate at all levels.
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