WHY CUSTOMER SERVICE TRAINING?




SHARPEN YOUR SKILLS

Lean and apply proven customer care techniques, behaviour and attitude. Get customers to like you and form postive impressions of you and your organisation


IMPROVE CUSTOMER EXPERIENCE

Deliver and Manage service better
Understand that good service is good selling
Make them feel comfortable around us, while doing business with us.


ENJOY CUSTOMER LOYALTY

People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them want to come back.


EXCELLENT CUSTOMER SERVICE



Program Overview


Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. Telephone Communication is central to any organization’s development, as it is often the only thing that distinguishes one business from another. People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them feel comfortable around us, while doing business with us. Make them want to come back. A good way to do that is by focusing on using positive language in customer service. Words have that power. They can help you create a long, trustful relationship with customers.

This 100% activity-based session is designed to help participants to service and prosper through a service driven culture. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of service. The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun!

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TRAINING OBJECTIVES


Program objectives


Deliver and Manage service better
Understand that good service is good selling
Structure calls and other forms of customer contact more effectively
Improve questioning and listening skills
Using the Customer Centric Approach, identify customer’s real issues and match with appropriate solutions
Build better relationships with customers using empathy – a customer-centricity tool
Recognize each customer’s unique emotional trigger and tailor dialogue accordingly
Write effective and impressive emails
Enhance Customer Experience

Who should attend


This program is prepared for sales representatives and their supervisors.



TRAINING CONTENT - DAY 1




Key elements of a WORLD CLASS Customer Experience excellence 

Attitude
Skills
Knowledge
Behaviour
Group presentation

Empathy – Putting Emotional Intelligence to work

Understanding customer’s perspective, emotions, wants and needs
Developing your Empathic Customer Experience Statement
Learning to use empathic dialogue to develop trust
Exercise: Developing empathic statements to use according to actual customer issues

Rapport Building Communication Flow in complaint situations

Active Listening
The L.I.S.T process (Acknowledge, probe, solve)
Identifying actual customer complaint scenarios
Exercise: Developing complaint handling dialogue
Role play
 

Professional / Articulate Speaking

Communicating without body language through phone
Articulate speaking
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
Trainer demo through participant interaction



TRAINING CONTENT - DAY 2


Positive body language in complaint situations


Conveying non-verbal impressions
Synchrony vs Dyssemia
Slide presentation – Do’s & don’ts of body language

Developing a customer-centric service mindset 


Self - diagnosis
Service Dimensions All Customers Care About
Exercise: Are we fulfilling those dimensions?
Exercise: What needs to be done?

De-fusing angry customers


During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.
Why do customers get angry?
Managing / filtering our own emotions
Managing the customer’s emotions – A structured approach
Role play sessions on real scenarios
 

Email Writing Skill & Best Practices


Group exercise – Customizing the trainer’s templates to the client’s business


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.
Company profile
Profile of Managing Consultant - SHAHRUKH MOGHAL

corporate training in malaysia

Shahrukh Moghal - Managing Consultant
Quality Input Resources Sdn Bhd
M: 0123278240 Email: shahrukh@contactskills.com
web: www.contactskills.com
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