Delivering A Five-Star Customer Service Experience

Course Objectives

Apply the essential principles of customer services to anyone who wants your ‘output’

  • Ask effective questions from customers to get results
  • Use empathy to maintain rapport with customers
  • Professionally respond to a customer’s demands & requests while maintaining rapport
  • Sequence your sentences effectively to get maximum results
  • Handle phone conversations professionally
  • Read and interpret body language signals and use them to enhance your communication skills
  • Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise

Target Audience

  • Customer Service Representatives
  • Sales Representatives
  • Front Office Staff
  • Technical and Support Personnel
  • Field Service Representatives
  • Account Managers
  • Credit and Billing Specialists
  • Small Business Owners
  • Managers who want Customer Service Training

Methodology

LECTURE, INDIVIDUAL & GROUP ACTIVITY, FEEDBACK SESSIONS, DISCUSSIONS, DEMONSTRATION, BUSINESS GAMES, ROLE PLAYS.

The workshop is very interactive developed with a 20/80 approach; 20% lecture, 80% practical accompanied by a training manual individually customized for each programme

Course Modules

  • MODULE 1: CUSTOMER SERVICE PRINCIPLE
  • MODULE 2: GETTING INFORMATION          
  • MODULE 3: EMPATHY
  • MODULE 4: CUSTOMER SERVICE SCENARIOS
  • MODULE 5: SEQUENCING SENTENCES
  • MODULE 6: TELEPHONE SKILLS
  • MODULE 7: BODY LANGUAGE
  • MODULE 8: HANDLING COMPLAINTS
  • MODULE 9: KEEPING CALM

Get To Know The Trainer

Trainer Vigneswaran

 4.5

Mr Vigneswaran has been involved in lecturing, research, management, sales and training for more than 14 years in the field of Electrical Engineering, Manufacturing sector, Higher Education, Sales and Marketing. He is a Certified HRDC Trainer. In 2021, he was awarded the Certified Blockchain Expert by the prestigious Blockhain-Council (USA), Inbound Marketing Certified and Social Media Certified in Applying Inbound Social Media...

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COURSE INCLUDES

COURSE BENEFITS

ALL IN FROM ONLY

RM0/DAY

*T&C Applies

PARTICIPANT REVIEWS FOR THIS COURSE

5

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  • HA
    Hanis Safwah Binti Azmi
    Senior Executive, Customer Service / Hospitality

    5

    Very understanding and improve my skill as CSR. Thank you
  • WJ
    Wong Tsun Jack
    Manager / Supervisor, Operations

    5

    Speaker friendly & presentation easy to understand
  • H
    Hemalatha
    Manager / Supervisor, Operations

    5

    The training was great
  • CB
    CHAN XIANG BIN
    Assistant Manager, Customer Service / Hospitality

    5

    Good sharing and informative, practical training that you shouldn't miss.
  • VM
    VEEKNES A/L MANIKAM
    Junior Executive, Administration / Secretarial

    5

  • KJ
    KHOO SUEK JING
    Junior Executive, Others

    5

  • ES
    EASWARY SUBRAMANIAM
    Senior Executive, HR / Learning and Development

    5

    A good exposure to the customer service field on the needs to elevate the performance
  • VW
    Victor Lim Wei-Ren
    Executive, Administration / Secretarial

    5

    Amazing training. LOVE the interactive
  • CW
    CHANG SIOU WEI
    Senior Executive, Customer Service / Hospitality

    5

  • AC
    Alvin Chan
    Manager / Supervisor, Project Management

    5

    Trainer is knowlegable and the training material and duration are just nice
  • OJ
    Ong Chong Jie
    Manager / Supervisor, Operations

    5

  • EK
    Eugene Tang Veng Keet
    Assistant Manager, Operations

    5

OF 2Next

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