Logo

Excellent Customer Service & Response to Complaints

Overview

Physical classes are available.
 
Customer Service is the first point of contact between clients and your business. When a client is curious, confused or even dissatisfied, they reach out to you and how you respond will determine the quality of your brand.
 
It absolutely crucial for every enterprise to maintain a high-performing Customer Service department and workplace culture. By consistently providing a positive customer experience to your clientele, you can distinguish yourself from the competition and succeed in customer retention in ways beyond even what the quality of your specific product or service can provide.
 
Excellent Customer Service requires effective communication skills to empathize with the other party over any medium (Face-To-Face interactions, Calls, Live Chats, Emails etc.) and extensive product knowledge for strategic use in providing the appropriate solutions customer complaints.
 
This two day program is designed to provide service professionals aims with these essential skills sets not just to ensure a standard of people-friendly professionalism that leads to repeat business, but also to create a dynamic workforce with a higher level of commitment to their brand.
 
 
 
 
 
 

Learning Outcomes

By the end of this excellent customer service course, participants will be able to:

- Understand what is Customer Service and why Customer Service is important.

- Apply the technique of ABCDEF:

  1. Acknowledge Customers.
  2. Build Rapport / Relationship.
  3. Clarify Customer’s Needs.
  4. Direct Customers to Experience Product/Services.
  5. Engage with Customers.
  6. Follow Through with purchases
 

- Understand tips and techniques on how to handle difficult customers based on scenarios.

- Understand tips and techniques on how to handle customers objections based on scenarios.

 


 

 

Who Must Attend

This training course is suitable for a wide range of professionals who interact regularly with customers. It will surely benefit Customer Service Representatives (CSR) and Customer Service Team Supervisors or Managers.

Course Details

DAY 1: 9:00AM – 5:00PM
 
9:00- 9.05am INTRODUCTION
• Introduction to Trainer, Training Programme & Course Overview
• Learning Objective & Outcome
• Online Pre-Assessment- Individual (10 questions)
 
9:05am – 10:30am
MODULE 1: ACKNOWLEDGE CUSTOMERS 
• Icebreaking activity – Dope!
• What is Customer Service
• Why Customer Service is important
• How to Acknowledge Customers?
• Smile, Nod & Greet – Keep your distance
• Invite customers politely to observe SOP
• Body Language
• Body Posture
• Standing position / distance
• Eye Contact
• Professional Image – Dress Code & Head-To-Toe Grooming
• Surrounding cleanliness
• Organizational Skills 
• Watch video – Pretty Women 
• Watch video – Breakfast in Tifanny 
• Group Brainstorming & Roleplay 
 
 
10:30-10:45: TEABREAK
 
10.45am –1pm
MODULE 2: BUILD RAPPORT
• “Read” customers – body language, visible signs such as mood, behaviour, speech, language, walking and standing posture, surrounding factors
• Assessing Different Types of Customers
• Self-introduction – K.I.S.S – Name & Role 
• Address customer by Title & Name
• What to say & What not to say 
• What to ask & What not to ask
• The Art of Asking Questions – Open Ended versus Closed Questions
• The Art of Listening Attentively – Nod, Pause, Eye Contact, Take Note
• How To Communicate Clearly and Positively – The Compliment Game
• Quiz, Group Presentation & Roleplay
 
1:00 – 2:00pm: LUNCH BREAK
 
2:00pm – 3:30pm
MODULE 3: CLARIFY CUSTOMER’S NEEDS
• How To Identify Customer’s Problems
• Apply Open Ended Questioning Technique
• Paraphrasing skills – Making sure you got it right
• Handling customer’s queries with strong product knowledge 
• Explain Features & Benefits – What problems are you solving?
• Identify Your Business Goals – generating revenue/sell
• How does your product/services add value to customers?
• Tips on how to maintain your composure: Patience & Keep Calm
• How to handle difficult customers
• How to handle customer’s objection
• Knowing Your Limit 
• Watch videos – Angry customers
• Group Brainstorming & Roleplay
 
3:30- 3:45pm : TEABREAK
 
3:45pm – 5:00pm
DAY 1 CLOSING
• Activity: Acting Skills – 7 Universal Facial Expressions
• Energizer Activity– Mirror Mirror On The Wall
• Assignment: Topic Presentation by Group
• Create a Video – In Customer’s Shoes: Customer Experience Expectation
• Questions & Answer 
• Recap, Debrief by Trainer
• Feedback from Trainees
• Online Quiz Competition with real-time Leaderboard 
• Take Group Photo 
 
 
5:00pm: END OF DAY 1
 
 
 
Day 2: 9 :00 – 5: 00 pm
 
9:00- 9.05am: RECAP DAY 1
 
9.05am – 10:30am
MODULE 4: DIRECT CUSTOMERS TO EXPERIENCE PRODUCT
• What is Customer Experience?
• Why Customer Experience is important?
• Paperclip Demonstration using 5 Senses: Sight, Hear, Touch, Smell & Taste
• Class Activity: Watch your own videos “Customer Experience Expectation”
• Class Activity: Create Your Own Experience Booth 
• How to direct customers? – Show, Guide, then Invite
• Highlight product’s features that solve their problems
 
 
10:30-10:45: TEABREAK
 
10:45am – 1:00pm
MODULE 5: ENGAGING WITH CUSTOMERS
• Persuasion skills - Polite, influencing, suggesting 
• Apply open-ended questions 
• Listen attentively (nod, eye contact, pause – do not interrupt!)
• How to take note of customer’s feedback 
• Apply Features & Benefits technique
• Activity #1– Create Top 5 FAQs of your Products/Services
• Activity #2– Present by Group – Compile the best answers as guideline
• Activity #3– Roleplay based on the new FAQs
 
 
1:00 – 2:00pm: LUNCH BREAK
 
2:00pm – 3:30pm
MODULE 6: FOLLOW THROUGH WITH PURCHASES
• Time Management – Knowing when to move to the next step
• Tips – Action speaks louder than words
• Concluding pitch – reconfirm customer’s list of items 
• How to reassure their purchase decision choices – Valid compliments not Fake
• Upsell & Cross-sell
• How to go through the terms & conditions – Speak with Care, Clear & Concise
 
 
 
• Tips on how to give reasons for customers to come back
• VIP Treatment until the end
• Surprise Elements - throw in “Surprise Offers” 
• Discounts/Vouchers/Special membership/VIP card/Loyalty card
• Personalized Thank you note
• Keep In Touch contact details – Online & Offline
• Usher & Greet goodbye – only when customers are ready to leave
• Thank customer by Title & Name
 
3:30- 3:45pm : TEABREAK
 
3:45pm – 5:00pm
DAY 2 CLOSING
• Final Assignment: Topic Presentation by Group
• Create Testimonial Videos – My Customer Service Journey
• Questions & Answer 
• Recap, Debrief by Trainer
• Feedback from Trainees
• Online Quiz Competition with real-time Leaderboard 
• Post Assessment – Individual (10 questions)
• Announce Winners – by group & individual 
• The Best Presentation
• The Best Customer Service Journey
• Online Quiz Competition Winner
• Take Group Photo 
• Training Evaluation Questionnaire
 
5:00pm: END OF TRAINING

Methodology

- Pre & Post Assessment for evaluation.

- Icebreaker & Energizer sessions.

- Roleplay and scenario-based activities.

- Brainstorming, Group discussions & presentation.

- Use of visual aids and relevant multimedia.

Course Leader

S. Angeline
Bachelor of Software Engineering (Hons), University of Staffordshire
CEO and Founder Of A TECH
Certified Ethical Hacker (CEH)
Computer Hacking Forensic Investigator (CHFI)

Our consultant is an experienced specialist in professional development and digital marketing.
She has been spearheading a global development company, primarily the management consulting wing specializing in providing world class professional development, human capital development and social media marketing solutions. She was involved with ensuring progressive growth of the business through management of its Advisory functions. Currently she is the CEO of a digital marketing firm in Malaysia.

Her everyday role entails; strategic planning, managing and leading teams in diverse roles, sales/ marketing/ advisory/ operations management, digital marketing, market expansion strategies, business development initiatives, competitive and market intelligence, determining pricing strategies and control and monitoring of budget/spend of products under the portfolio.
Her unique interpretation of online business allows her to travel the globe as a speaker, trainer and consultant, working with multiple organisations.

She has served participants from:
SIRIM , Malaysia
MATA , Malaysia
Palace of the Golden Horses, Malaysia
Royal Chulan, Malaysia
Bank Islam, Malaysia
B Braun Malaysia
Total Worx Asia
Lafarge Cement
PETRONAS Malaysia
Dragon Oil Dubai
Halliburton
Zimbabwe Power Corporation
Canon
National Bank Of Malawi
PNG Ports Corporation Limited
Qatar Petroleum Company
Qatar Petrochemical Company (QAPCO)
The Tanzania Institute Of Bankers
Alinta Energy Sydney, Australia
Celestica Malaysia Sdn Bhd

We have a faculty of specialists who can cater to your organisation's different levels and specific needs.

For training and advisory services, feel free to contact us at info@itrainingexpert.com or call us at +603 8082 3707 | +603 8074 9056 | +6012 6869 628 | +6018 2175 123

Testimonies

Investment

Normal fee
Sign up 1 pax
Pay before course starts
MYR 2,990.00 per pax
USD 890.00
Early Bird
Sign up 1 person
Pay 14 days before course starts
MYR 2,590.00 per pax
USD 760.00
Group Fee
Sign up 3 pax or more
Pay 14 days before course starts
MYR 2,490.00 per pax
USD 730.00

 

Certificate
Upon successful completion of this program, you will receive a Certificate of Achievement.
 
Payment mode:
 
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 Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.
 
3. HRD Corp Claimable Courses Skim Bantuan Latihan Khas (Applicable to Malaysian Employer Only) 
 
Contact us: ITRAININGEXPERT GLOBAL PLT
Tel:+603 8074 9056 | +603 8082 3707
Mobile: +6012 6869 628 | +6018 2175 123

 

Registration Details

Select Course

Select Registration Type



IN HOUSE ENQUIRY

Related Courses

  • High Impact Telesales (Online)

    This Telesales and telemarketing training program takes a practical approach in terms of enhancing skills that are imperative for Sales and Service professionals to perform both their functions confidently.

    Read More

  • Positive Mental Attitude

    This course will focus on developing Executives to become self-directed performers with the right attitude for learning and ultimately deliver high quality work that will make a bottom-line difference in your organization.

    Read More

  • Managing Emotion, Conflict and Change

    In this highly experiential and interactive Anger Management training workshop, you will learn to become receptive to your own emotional hot buttons and manage emotions, reactions and defensive behaviours better.

    Read More

  • Managing Time and Increasing Work Efficiency

    This 2 day intensive Time Management activity-based workshop will help you pinpoint causes of procrastination and indecision, detect personal time-wasters and increase your concentration and focus.

    Read More

  • Business Acumen Skills

    This Business Acumen course is designed to give clients more comprehensive strategic knowledge of their business operations and the skills to apply it

    Read More

  • Business Communication

    This program gives participants a crash course on effective oral and written communication skills required in business deals.

    Read More

  • Strategic Contracts Negotiation and Deal Making

    This 2-day Strategic Contract Negotiation training course is custom designed to provide participants with essential negotiation skills and interpersonal qualities for effective outcomes.

    Read More