Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. A positive customer experience is central to any organization’s success, as it is often the only thing that distinguishes one business from another. Good Service is really good selling! Both pursuits require sound and strategic planning and preparation. They both require us to sharpen our personal communication skills and product knowledge.
This 100% activity based session is designed to help participants to service and prosper through a service driven culture. The activities are easy to participate in and quick at generating meaningful discussions and skill improvement among participants. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of telephone service.
The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun! This training session takes a practical approach in terms of enhancing behavioural skills that are imperative for Telephone Service professionals to perform their function confidently. Key elements of Communication including Basic Customer Courtesies, Telephone Skills, , email writing skills, Professional Listening, Articulate Speaking, Dealing with angry and irate customers are included.
• Understand various types of customer behaviours and act accordingly.
• Structure calls and other forms of customer contact more effectively
• Improve questioning and listening skills
• Identify customer’s real issues and match with appropriate solutions
• Build better relationships with customers using empathy
• Recognize each customer’s unique personality and tailor dialogue accordingly
• Identify their own stress triggers and develop action plans to overcome them
• Understand the importance and impact of the telephone as a service tool
• Write effective and impressive emails
• Learn common words and phrases to use to exude excellent service skills
Who Must Attend
This program is designed for customer service front liners, supervisors, team leaders of any industry.
Review of the required elements of world class service
Video: Courtesy rules
10:30am – 10:45am Tea / Coffee Break
10:45am – 1:00pm
Module 1: Active Listening
There is a strong link between effective listening and professional telephone service. This is a fast moving and thought-provoking module on the central communication skill of listening. This activity is designed to help participants understand from within, the importance of listening effectively and improving in this area.
(Activity-Pass the message)
Developing a service dialogue
Module 2: Empathy - Understanding customer’s perspective
Video: The human connection
Video: Brené Brown on Empathy
Module 3:Professional / Articulate Speaking
Communicating without body language through phone
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
Module 4:Probing Skills
The art of asking the right questions to identify and understand underlying customer issues
Game - 20 Questions
Module 5:Saying NO Without Say NO
Module 6a:Handling complaints and De-fusing angry customers
Handling difficult customer situations well can actually improve future business. When a situation becomes heated, it is better to stick to a clearly defined set of steps and deal with the problem in the most professional manner possible. Professionalism is as much a state of mind or attitude as it is a behaviour. Showing empathy as distinct from sympathy is necessary.
Demonstrating a genuine understanding of another human being’s predicament is a powerful service image builder. We need to help control a customer’s emotions and accept that sometimes we all feel irate or upset. During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.
Module 6b:Role play sessions on real scenarios
Module 7a: Writing effective and impressive emails
Importance of email etiquette
Elements of an email
Module 7b:Practical Writing Exercise
Listing individual email objectives
Designing emails according to those objectives
Developing and designing impactful and genuine canned responses for recurring situations in email and chat
Creating individual email signatures
Generating templates for future email communication and live chat sessions
Critique and improvement
Module 8: Developing 2 way communication skills
Activity – Think on your feet
In this Experiential program, we adopt a facilitative approach through interactive workshops, self-assessments, group activities and simulations. As It is very important for participants to review their own outcome, activities are designed to illustrate key issues that the participants are facing in Customer Service and identify areas of improvement.
MR S MOGHAL
Mr S Moghal is a Certified Trainer by HRDF, Malaysia. He brings to you over 15 years of experience in call centre training, customer services, telesales and tele-debt trainings and consultancy. Shahrukh believes that front-liners deserve to be assured of their importance in the overall mix of the organizational structure.
The experiences that he has injected into his call centre training and consultancy date back to 1990 when he began his career as a call centre agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within call centre teams in a multitude of industries including Media Prima, Banking, Insurance, Manufacturing, BPO companies, Pharmaceutical Sales Companies, Software Developers and more.
This experience as a customer service trainer and project coordinator has been instrumental in the development of his understanding of call centre agent and team leader psychology, what drives each position and how skills are developed in each area.
He is a GEM as a trainer.He is active, friendly and approachable. He makes his participants feel at ease and relax during his sessions. He’s highly pragmatic and only shares and trains what he know best to help participants gain the pertinent skills to enhance their own confidence and effectiveness.
Shahrukh is the founder of The PLEASE!™ Workshops which train front liners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate. The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. A powerful too, especially in Call Centre Agent skills development. His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!!
Shahrukh’s call centre training clients:
|Sign up 1 pax|
|Pay before course starts|
|Sign up 1 person|
|Pay 14 days before course starts|
|Sign up 3 pax or more|
|Pay 14 days before course starts|
(Fee inclusive of GST, Buffet Lunch, Refreshment, Welcome Pack, Training Materials Certificate of Achievement)
1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. BANK IN CHEQUE
Bank in and then scan the Bank-in slip and email to us before the course commence to confirm your seat.
Courier your cheque payment to our Finance HQ.
*Note that we DO NOT take any payments during the event.
3. BANK IN CASH: You can also pay by cash through bank-in our company bank account.
4. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.