Effectiveness - HR Consulting Firm in Malaysia

Customer Services (CS)

Customer service is the process of ensuring customer satisfaction with a product or service. Often, customer service takes place while performing a transaction for the customer, such as making a sale or returning an item. Customer service can take the form of an in-person interaction, a phone call, self-service systems, or by other means.

Most successful businesses recognize the importance of providing outstanding customer service. A courteous and empathetic interaction with a trained customer service representative can mean the difference between losing or retaining a customer. When problems arise, customers should receive timely attention to the issue. Prompt attention to emails and phone calls is critical to maintaining good relations. Requiring customers to stand in long lines or sit on hold can sour an interaction before it begins.

Designed for

  • Managers and executives who need to deal more effectively with others from various cultures.

Duration

  • 2 Day Programme

Training Modules

Day 1:

Module 1: Overview

  • Context Setting
  • Customer Relationship
  • What Customers Need
  • The Value of Customer Retention
  • Relationship Marketing Basics

Module 2: Interpersonal Communication

  • Building Credibility
  • The 4 Communication Quadrants
  • Identifying your Personal Style of Communicating
  • Developing your Style towards Effective Relationship Building
  • Shifting into Positive Action

Module 3: Key Pillars in Communication

  • Active Listening
  • The 5 techniques in Active Listening
  • Discovery Questioning
  • The 5 Types of Questioning
  • The 3 Techniques in Discovery Questioning

Module 4: 5 Stars Customer Service Cycle

  • The Most Beautiful Word in any Language
  • The SMILE Process
  • Getting things done the customer’s Way
  • The Elephant in You
  • Promising Promise

Day 2:

Module 5 : Setting the Stage

  • Creating Positive First Impression
  • Making a Good Start
  • Building Rapport
  • Focusing on the Positive
  • Making Small Talk

Module 6 : Dealing with Difficult Customers

  • Type of Difficult Customers and How to Handle Them
  • The LIAR Model
  • Saying the Right Things
  • Finding the Best Moment
  • Dealing with Emotions

Module 7 : Handling Customer Complaints

  • Why Customer Complain
  • Types of Complaints
  • How to Handle Customer Complaints using EASE
  • Customer Complaining Channels
  • Procedures of Handling Customer Complaints
  • How 0 Turn Customer Complaints into your Competitive Advantage

Module 8 : Coaching Wisdom

  • Scarcity vs Abundance
  • 4 Levels of Relationship Experience
  • The WOW Factor
  • Creating a Relationship Commitment Contract
  • Coaching Performance