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:
- Acknowledge Customers.
- Build Rapport / Relationship.
- Clarify Customer’s Needs.
- Direct Customers to Experience Product/Services.
- Engage with Customers.
- 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
MARY SALANG
CEO & Founder of Intellect Academy Malaysia
Certified HRD Corporation Trainer
Industry Panel Member, Malaysia University of Science & Technology
Industry Panel Expert, Malaysia Productivity Corporation (MPC)
Affiliate Member, Malaysian Institute of Management (MIM)
MBA, Malaysia University of Science & Technology
BA (Hons.) Business Accounting, University of Lincoln, U.K
Mary Salang is a Human Resource practitioner and Learning and Development (L&D) leader with over 20 years corporate experience for global and local companies. Her recent project was on a Human Resource Development Corporation training programme for 200 participants of B40 group and Gerak Insan Gemilang (GIG) on business management.
Mary has done several Leadership Development programmes for established companies, namely “Managing Generations Gap”, for a leading automotive company in Malaysia and “Talent Management Framework”, for the biggest retail book company in Malaysia.
Mary launched “Service From The Heart” a Customer Service Training project for a global retail company having presence in 8 countries (Malaysia, Singapore, Indonesia, Thailand, Macau, Philippine, Australia & New Zealand), representing over 300 impressive luxury brands with 4,000 employees.
Mary developed a programme framework on Customer Service, Emotional Intelligence and Consultative Selling and implemented it for 1,000 retail customer service professionals for a leading telecommunication company in Malaysia. She was appointed as official delegate and speaker for Telco mobile summit in Xi An, China and Jakarta, Indonesia.
Mary was the Learning & Education Program Initiator for YezAsia, an entrepreneur development education program for Gen-Z aged 10 to 18 years old. She provided training in “Personal Branding for Business School” students of Taylor’s University and “Impact of Technology on Retail” for Retail Management’s students of Berjaya University College.
Mary’s MBA case study research entitled “How Technology Is Progressively Impacting The Future of Retail Industry in Malaysia”, covers digital learning tools such as Virtual Reality, Augmented Reality, Gamification, eLearning and Learning Management System (LMS).
Her expertise is in Human Resource Management, Customer Experience & Service Culture, Brand Management, Business Process Improvement, Change and Performance Management. Key Industries: Telecommunication, Retail, Education and SMEs Businesses.
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)
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