Customer Service Excellence PrOGRAM (IN-HOUSE)
“Courteous treatment will make a customer a walking advertisement”

It help me to improve myself on how to make eye contact with customer and how to speak louder, clear and confident and also how to handle an angry customer.

Rabi’atul Adawiyah Hj Abu Bakar Ahmad (Lambak Vet Clinic, Brunei)

“I learned new things, important tips and techniques to face the customers, as I am a beginner to this industry. I am so happy to attend this program.“

Muhammad Muzzammil Abdullah (Amanah Raya Berhad, Malaysia)

ABOUT THE PROGRAM

Providing exceptional, quality service to our customers has become imperative to stay ahead in this competitive world.

 

The key to leading service is to arm the people working directly with customers with the essential skills and tools to meet your customers’ needs and exceed their expectations.

 

This workshop provides all the essential tools that can be used in handling any customer exchange, whether face-to-face or over the phone in any business situation.

 

We will emphasize on managing enquiries and complaints from the customers. Dealing with difficult customers and managing their complaints are just another part of a customer service personnel’s responsibility.

 

Businesses who understand how to manage customers well can reap huge rewards – increased customer retention and higher customer satisfaction.

PROGRAM OBJECTIVES

At the end of the program, the participants should be able to:

 

  • Be more professional and proactive in their attitude and behaviour at work.
  • Develop and sustain good customer relationships through effective email
  • and telephone communication.
  • Deliver excellent customer service so that customers have a positive
  • perception about your organization.
  • Quickly and effectively solve customer problems.
  • Develop a strong core competency of basic customer service skills.
  • Understand how tone, voice and the use of language can impact our
  • communication with our customers
  • Develop a more professional way of handling enquiries and complaints
  • Learn and apply professional telephone etiquette
  • Earn and apply professional email etiquette

CUSTOMIZING THE PROGRAM

  • Interviews with Department Heads, immediate superiors or the training manager.
  • In this way, the workshop will be tailor-made according to the training needs of your staff and relevant issues will be addressed.

INFORMATION FROM YOUR ORGANISATION

In order for us to tailor the workshop, the following information is requested:

  • List of participants
  • Flow of action in handling customers (in an email or telephone situation)
  • Scenarios of situations with customers for role-plays during the workshop

CERTIFICATES

  • Upon completion of the program, participants will be awarded a certificate.
  • Only those who have 100% attendance will be given a certificate.

POST WORKSHOP CONSULTATION

Feedback on the participant’s skills in communicating (strengths and weaknesses) will be given to the management. If required, we will recommend further relevant training programs.

METHODOLOGY

  • Theory 30%
  • Role Plays & Debrief
  • Discussion
  • Video Presentation & Discussions
  • Review of Participants’ Emails

TRAINING DETAILS

  • MODE OF TRAINING: Online or face-to-face
  • DURATION: 2 days (9am – 5pm)
  • WHO SHOULD ATTEND?: Customer Service Representative
  • ASSESSMENTS: Pre and Post Test

PROGRAM OUTLINE

  • Understanding the Customer Service Cycle
  • Developing a “Customer First” attitude
  • Interpersonal Communication Skills
  • Professional Telephone Techniques
  • Resolving Conflicts
  • Handling Customer Complaints & Enquiries Via Email

CLIENTS WE HAVE WORKED WITH

  • Amanah Raya Berhad
  • Averis Sdn Bhd (Shared Services)
  • AIA Shared Services
  • Intel Shared Services (Penang)
  • BMW Malaysia (Customer Service Team)
  • Bank Simpanan Malaysia (Customer Service Team)
  • Glomac Berhad (Customised program for the front liners)
  • Prudential Assurance Malaysia Berhad (Customer Engagement Correspondence Team)
  • UMW Corporation Sdn Bhd

CONTACT US

Call us at +6011 3340 6839

Email us at info@stratford.com.my