Overview
Customer Service is crucial to businesses because when customer service is top-notch, potential customers will turn into real customers and most likely they will become repeat customers. With excellent customer service, companies will be able to maximize values from the customer not once, but multiple times as the customer trust them, return to repeat purchase and become a loyal follower.
This training aims to guide participants with 6 Key Skills of Customer Service (ABCDEF) on how to attend customers with empathy, patience & professional communication skill. Participants of this course will see value in this training as they will gain knowledge, skills and competencies in the topic which will enable them to build rapport, earn trust and obtain satisfaction from customers.
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
a. Acknowledge Customers
b. Build Rapport / Relationship
c. Clarify Customer’s Needs
d. Direct Customers to Experience Product/Services
e. Engage with Customers
f. 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?
o Smile, Nod & Greet – Keep your distance
o Invite customers politely to observe SOP
o Body Language
o Body Posture
o Standing position / distance
o Eye Contact
o Professional Image – Dress Code & Head-To-Toe Grooming
o Surrounding cleanliness
o 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
o VIP Treatment until the end
o Surprise Elements - throw in “Surprise Offers”
o Discounts/Vouchers/Special membership/VIP card/Loyalty card
o Personalized Thank you note
o 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
o The Best Presentation
o The Best Customer Service Journey
o 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
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
“I was not interested to attend this training initially. However, I learned more about how to handle different type of customers. After the training, I felt very motivated and interested in more training session like this. The trainer did not make me feel bored and the training was interesting. She is one of the best trainers I have met.”_ Durgaa Thasarathan, Billing Executive of ViewQwest Management Sdn Bhd
“During the course, I learned about how to be good at handling customer/people’s emotions. After the training, I felt I could practise what I’ve learned throughout the course. The trainer is great trainer, would everyone to attend her programs.” Muhammad Fadhil, Technical Support Engineer of ViewQwest Management Sdn Bhd
Investment
| Normal Fee |
| Sign up 1 pax |
| Pay before course starts |
| MYR 2,990.00 |
| USD 890.00 |
| Early Bird |
| Sign up 1 pax |
| Pay 14 day(s) before course starts |
| MYR 2,590.00 |
| USD 760.00 |
| Group Fee |
| Sign up 3 pax or more |
| Pay 14 day(s) before course starts |
| MYR 2,490.00 |
| USD 730.00 |
