PUBLIC PROGRAM
CUSTOMER CARE EXCELLENCE
Enhancing the experience

JULY 3rd - 4th, 2018
100% HRDF . EARLY BIRD . GROUP DISCOUNT

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our clients



TRAINING DETAILS

Customer Service training
For front-liners and Team Leaders

Program Overview

customer service training malaysia

This workshop is designed to help improve skills that provide the customer with the main thing i-e CUSTOMER SATISFACTION. Customers require our help, support, guidance and resolution through pleasant service interactions and experiences. They need us to fully understand their concerns and provide the best solutions. In order to provide what they want, we need to determine their perspective. For this, we need to follow a pre-determined flow which involves a healthy combination of strategic probing, active listening, empathy, articulate speaking, knowledgable solutions offering, and the ability to maintain a fruitful conversation in order to provide a PLEASEant service experience.

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Key topics covered

Basic Telephone etiquette, Probing Skills Active Listening, Empathy,
Professional Speaking, Emotional Intelligence in Customer Service, Handling complaints and De-fusing angry customers, Developing 2 way dialogue to keep the partner involved, Writing effective emails, Role play scenarios development,
Role play sessions, Certificate Presentation

Impactful Customer Service Dialogue

Is your dialogue logically sequenced? Service agents talking too much or not talking enough?
Does your dialogue uncover the customer's need?
How much of the dialogue is asking the customer to express his / her needs, requirements, situation, pain points and more?
Does your service dialogue provide for empathy, indication of your understanding of the customer's need and provision of suitable solutions?

Who should attend

This program is prepared for customer service representatives and their supervisors

Developing & Implementing Customer Service Strategy
For Team Leaders, Managers, Proprietors

Program Overview

developing and implementing customer service strategies training malaysia

Successful organisations continually Satisfy Customers, Increase Customer Base, Prevent Brand Switching, Address and Solve Problems and Delight their customers. Leaders of these successful organisations are proficient at developing and implementing targeted and customer-centric strategies. These leaders understand their company’s vision, mission and values. They are aware of internal and external conditions and possess skills to utilize these conditions to continually enhance customer experience and satisfaction.

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Key topics covered

Learn Survey Strategies to determine CSI – Customer Satisfaction Index
Understand SWOT for strategy development
Master Process Mapping for Strategy Implementation
Practise Goal Setting for Strategy Action Planning
Evaluate customer preferences through various channels and devise relevant resolution strategies
Lead service enhancement initiative
Get everyone involved in playing their part in the overall service strategy
Utilize process mapping techniques to develop effective and customer-centric processes

Who should attend

This program is prepared for Senior Service Executives, Team Leaders, Managers, Proprietors



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VIDEO PRESENTATION



Related training programs

Developing Effective Customer Service Strategies
Telesales training
Debt collection by phone
Charity Fundraising through Telemarketing
Tele-service excellence
Telephone techniques
Handling complaints / Difficult customers
Call centre team leaders training
Call centre operations management
Call quality monitoring management
Analyzing customer data to formulate future strategies
Conducting Telephone Surveys

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corporate training in malaysia

OUR VISION
Facilitating Customer Delight through Professionalism in Human Capital Development

OUR MISSION
To provide leading edge customized training solutions in each campaign
To develop an experienced team of consultants with impeccable knowledge and experience in their relevant areas of expertise

OUR VALUES
Honesty, Integrity, Sincerity

Our Expert Trainers
Our trainers are PSMB Certified. They possess vast relevant experience in their own specific fields as practitioners and trainers. Each comes with an impressive list of clients whom they have personally rendered their training services to. Trainer profiles are attached with each training proposal sent to clients.
RESOURCES AND DOWNLOADS

Company profile
Profile of Managing Consultant - SHAHRUKH MOGHAL
PROPOSAL: ISO9001:2008 UPGRADE TO ISO9001:2015 Consultancy
PROPOSAL: INTEGRATED QMS UPGRADE-9001-14001-45001-Consultancy
LATEST: ISO-9001-CIRCULAR-BY STANDARDS BODY IN GENEVA 2008-to-2015
PROPOSAL: Call Centre Service training and consultancy
PROPOSAL: Telesales training and consultancy
PROPOSAL: Debt Collection by phone training
PROPOSAL: Developing and implementing CUSTOMER SERVICE STRATEGIES
PRESENTATION: Call-Centre-Customer-Service-Helpdesk training
PRESENTATION: Call-Centre-Telesales-training
PRESENATION: Call-Centre-Debt collection through phone training
corporate training in malaysia

Nuhad Tanweer - Director
Quality Input Resources Sdn Bhd
No. 717, Block A3, Leisure Commerce Square, Jalan PJS 8/9,
Bandar Sunway, 46150, Petaling Jaya, Selangor, Malaysia.
M: 0123278240 Email: shahrukh@contactskills.com
web: www.contactskills.com
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