
Overview

Physical classes are available.
This 100% activity based session is designed for Service Professionals who engage customers in:
Live Chat, Email, Telephone, Face to Face interactions. The activities are easy to participate in and quick at generating meaningful discussions and skill improvement among participants. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of telephone service.
The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun! This training session takes a practical approach in terms of enhancing behavioural skills that are imperative for Telephone Service professionals to perform their function confidently. Key elements of Communication including Basic Customer Courtesies, Telephone Skills, Email writing skills, Professional Listening, Articulate Speaking, Dealing with angry and irate customers are included.
Learning Outcomes
By the end of this excellent customer service course, participants will be able to:
- Understand the importance of various customer touch points within the organisations and developing skills in each one to
boost customer experience to a higher level
- Structure customer contact more effectively
- Improve questioning and listening skills through speaking and writing
- Identify customer’s real issues and match with appropriate solutions
- Build better relationships with customers using empathy
- Understand the importance and impact of the telephone as a service tool
- Write effective emails to respond to complaints (Complaint Letter templates provided) -Live chat dialogue including templates and canned responses
Who Must Attend
This Excellent Customer Serivce and Handling complaints program is designed for customer service front liners, supervisors, team leaders of any industry.
Course Details
DAY 1 MODULE 1 : Key Elements to World Class Service
- Attitude
- Skills
- Knowledge
- Behaviour
- Activity
- The Diagram
MODULE 3: Empathy - Understanding customer’s perspective
- Deepening Your Connection with your clients
- The art of asking the right questions to identify and understand underlying customer issues
A warm, friendly, helpful and professional voice is one which attracts the customer loyalty.
When a situation becomes heated, it is better to stick to a clearly defined set of steps and deal with the problem.
Professionalism is as much a state of mind or attitude as it is a behaviour. Showing empathy as distinct from sympathy is necessary.
Demonstrating a genuine understanding of another human being’s predicament is a powerful service image builder. We need to help control a customer’s emotions and accept that sometimes we all feel irate or upset. During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.
Methodology
Interactive webinar- Online learning
Course Leader
please contact us at +603 8074 9056 | Mobile +6012 6869 628 | +6018 2735 123 or email: info@iTrainingExpert.com
Testimonies
Investment
Normal Fee |
Sign up 1 pax |
Pay before course starts |
MYR 2,790.00 |
USD 820.00 |
Early Bird |
Sign up 1 pax |
Pay 14 day(s) before course starts |
MYR 2,090.00 |
USD 610.00 |
Group Fee |
Sign up 3 pax or more |
Pay 14 day(s) before course starts |
MYR 1,990.00 |
USD 580.00 |
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. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.