The understanding on the word “service” and “work” would give a different impact on individual’s passion and performance level. Working in a Customer Service environment demands high level of passion, patience and determination in managing different types of customers towards providing excellent customer service. Excellent customer service is the ability of an organization to constantly and consistently exceed the customers’ expectations which consequently drives the customers’ satisfaction. Knowing how to give exceptional service is one of the keys to growing and sustaining a business that leaves a strong “brand connection” and competitive advantage with the customers.
B.E.S.T. Customer Service known as “Beyond Exceptional Service Transformation” is a two (02) days program that provides the professional skills needed to manage customers’ satisfaction with professionalism and care whilst maintaining good rapport. B.E.S.T. Customer Service involves making a commitment to learning what the customers’ needs and wants are, developing action plans that implement customer friendly processes and applying the essential skills, stress management and conflict management that act as a 'glue' to bind all the skills mentioned above towards providing customer service beyond exceptional.
14 Hours, 2 Days.
Hjh. Rita Juniati Rutaff is a qualified and experienced Human Resource Practitioner, Consultant, Trainer, Speaker and internationally accredited Trainer focusing on specialized areas such as Communications and Personality, Organizational Development, Talent Management, Change Management, Capability and Competency-based training. She conducts Human Resource Business Plan, coaches, advises leaders on key strategy issues that improve individuals, departments and organizational current and future performance requirements for various organizations she worked with.
She is internationally recognised and accredited licensed trainer by Myer Briggs Type Indicator (MBTI) Training Programs, Dimensions Development International Programs (DDI), Neuro Linguistic Programming (NLP) and Stephen Covey’s Seven Habits of Highly Effective People for in-house programs.
Her diverse background and qualifications, added with strong anchor in Human Resources & Training experience had accelerated her role as “In-house Consultant” and training effectiveness which adds value to building human capital to organisations she dealt with. Moreover, her sound analytical skills and being strong advocate to Information Technology are her strengths that had led organizations to greater heights with remarkable achievements.
Her performance track records with strong commitment and great passion in people development has helped her to head Human Resources and Training Development departments successfully in various organisations from diversified industries background, namely Malaysia Airlines, Carsem Semiconductor ( a member of Hong Leong group of companies), Medas Corporation Berhad, and MTD CAPITAL Group of Companies, a leading infrastructure conglomerate currently. Occasionally, she will be invited as speaker, coach and facilitate training and strategic business planning seminars for other organizations like PETRONAS, ASTRO, BASF and Ministry of Higher Education etc.
Academically, Rita is a bright scholar graduated with diverse professional qualifications. She graduated from Western Michigan University, USA with a Masters degree (Hons) in Operations Research, Industrial Engineering and a Bachelor of Business Administration (Hons) majoring in Finance and Economics. Prior to that, she was selected as the Best Student in Diploma in Statistics from MARA Institute of Technology, Shah Alam in 1980.
In conclusion, Rita who has a diverse professional qualifications with diversified industries’ career experiences as a Human Resource practitioner, professional trainer and leader for more than 25 years experience, have made her versatile, experienced and dynamic trainer in her own unique way, would add value to organizations’ growth and sustainability in improving the nextGEN workforce.