DELIVERING A FIVE- STAR CUSTOMER SERVICE EXPERIENCE ( 2 DAYS)
By Mr. Vigneswaran Applasamy - 3 & 4 September 2019, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
Introduction

As Gandhi once said, "A customer is the most important visitor on our premises and he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so."
During this workshop we look at the all different types of customer service. It is a misunderstanding that only employees which have direct involvement with customers need these skills, such as a receptionist or a telesales marketer. Perhaps you are company owner, in which case you would be serving customers and your staff.

Course Benefits

KEY BENEFITS Of Outstanding Telephone Courtesy and Customer Service :

  • What Customer Service is.
  • How your attitude affects customers.
  • How to identify and address the needs of your customers.
  • How using excellent customer service can generate return business.
  • How to build good will.
  • How to provide customer service over the phone.
  • How online tools can aid customer service.
  • How to deal with difficult customers.
Who Should Attend:
  • Customer Service Representatives
  • Sales Representatives
  • Technical and Support Personnel
  • Field Service Representatives
  • Account Managers
  • Credit and Billing Specialists
  • Small Business Owners
  • Managers who want Customer Service Training
Methodology
  • Lecture
  • Individual & Group Activity
  • Feedback Sessions
  • Discussions
  • Demonstrations
  • Business Games
  • Role Plays
Course Outlines :-
  • MODULE ONE : WHO & WHAT WE DO
    • Customers
    • Customers (Exercise)
    • Internal Customers
    • External Customers (Exercise)
    • Customer Service?
    • Customer Service? (Exercise)
  • MODULE TWO : ATTITUDE IS A LITTLE THING
    • Appearance
    • Appearance (Exercise)
    • Momentsof Truth (Exercise)
    • Smile It’s Infectious
    • Smile It’s Infectious (Exercise)
    • Understanding the Quantum Mechanical Mind Body
    • Understanding the Quantum Mechanical Mind Body (Exercise)
    • Resonance and Rhythmic Relationship
    • Staying Awake and Being Positive
    • Staying Awake and Being Positive (Exercise)
    • Achieving Synchronicity through Entrainment with Customers
    • Achieving Synchronicity through Entrainment with Customers (Exercise)
  • MODULE THREE : CUSTOMER NEEDS
    • See things from a client’s perspective
    • See things from a client’s perspective (Exercise)
    • Thinking Outside the Box
    • Thinking Outside the Box (Exercise)
    • Meeting Their Needs
    • Meeting Their Needs (Exercise)
    • Going the Extra Mile
    • Going the Extra Mile (Exercise)
  • MODULE FOUR : GET THEM TO COME BACK
    • Following Up
    • Following Up (Exercise)
    • Taking Advantage of Complains to Build Loyal Customers
    • Taking Advantage of Complains to Build Loyal Customers (Exercise)
  • MODULE FIVE : FACE TO FACE CUSTOMER SERVICE
    • The Advantages and Disadvantages
    • The Advantages and Disadvantages (Exercise)
    • Utilizing the Five Senses
    • Utilizing the Five Senses (Exercise)
  • MODULE SIX : Paraverbal and Non-verbal Communication Skills
    • The Power of Pitch (Exercise)
    • The Power of Pitch
    • The Power of Tone (Exercise)
    • The Power of Tone
    • Your Body Speaks its own Language (Exercise)
    • Your Body Speaks its own Language
  • MODULE SEVEN :Telephone Customer Service
    • The Advantages and Disadvantages
    • The Advantages and Disadvantages (Exercise)
    • Telephone Etiquette (Exercise)
    • Telephone Etiquette (Exercise)
    • Tips and Tricks
    • Tips and Tricks (Exercise)
  • MODULE EIGHT : ELECTRONIC CUSTOMER SERVICE
    • The Advantages and Disadvantages
    • The Advantages and Disadvantages (Exercise)
    • Email Etiquette: The Do’s and Don’ts of Email
    • Tips and Tricks
    • Tips and Tricks (Exercise)
  • MODULE NINE : RESCUING DIFFICULT CUSTOMER
    • Defuse Anger
    • Defuse Anger (Exercise)
    • Music To Create Balance In Your Body
    • Music To Create Balance In Your Body
    • Identfying Common Ground
    • Identfying Common Ground (Exercise)
    • Know Your Limits
    • Know Your Limits (Exercise)
    • Know Your Limits
  • MODULE TEN: ESCALATION
    • Abusive Customers
    • Abusive Customers (Exercise)
    • Brainwave Patterns
    • Breathing Technique
    • Breathing Technique (Exercise)
    • Physical Threats
    • Physical Threats(Exercise)
  • MODULE ELEVEN : IMPRESS CUSTOMER EVERYTIME
    • Ten Tips to Impress Your Customer
    • Ten Tips to Impress Your Customer (Exercise)
    • Wrap up
Your Trainer

Mr. Vigneswaran Applasamy has been involved in lecturing, research, management, sales and training for more than 14 years in the field of Electrical Engineering, Manufacturing sector, Higher Education, Sales and Marketing. He is a Certified HRDF Trainer. In addition, he has been accredited by Harisson Assessment in Employee Development, completed Emotional Energy Management Trainer Course and attended Gamification and Behavioural Design workshop by Yu-kai Chou.
Vigneswaran holds a Masters in Electrical Engineering from Universiti Teknologi Malaysia and is a registered member of Board of Engineers Malaysia (BEM).

His professional career begun in Singapore as a Sales Engineer and later ventured into the Higher Education sector in Malaysia. He has served as a Vice Principal of a college and moved on to lecture and undertake research in a leading private University where he was noted for his publications in the International IEEE Conferences of Power & Energy and Business, Engineering & Industrial Applications. His articles since have been cited 9 times by other international authors in their respective publications. This was also the period where he ventured into corporate training as an Associate Trainer for Topesh Consultancy and Training Services PLT beginning 2011. He has since worked with a few other training providers.

He has used his industrial and training expertise to develop soft skills programmes with a 20/80 approach; 20% lecture, 80% practical accompanied by a training manual individually customized for each programme. Each sub-section of a programme is incorporated with as many exercises or activity to enhance the practical understanding of participants.

He has since developed over 30 training programmes in the area of Soft-Skills. He’s participants include those from Global Enterprise International Malaysia (A Member of Singtel Group), Galeri Petronas, Petron Malaysia Refining & Marketing Bhd, Sarawak SEDC, UMW Holdings Bhd, Bintulu Development Authority, KPJ Healthcare, Coway (M) Sdn Bhd, Lim Kok Wing University, Maxis Customer Service Sdn Bhd, Bursa Malaysia Berhad, Honda Malaysia, Pos Malaysia Berhad, Maybank Berhad, UEM Group Berhad, UEM Sunrise Berhad to name a few.

His pragmatic approach have been well received by various segments of people, owing to his wide exposure to various industries over the years. He is well known for his highly charged, energetic yet humorous training sessions where he never fails to continuously engage with participants throughout.

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
1 person ~ RM 1378 / pax
2 persons or more ~ RM 1272 / pax
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6 % Service Tax )
Terms & Conditions:
1. Registration & Fees Policy
Registration is confirmed once registration form is received via fax/email/mail. All Payments/Undertaking Letters/Local Order (LO)/Letter of Approval must be made available and presented prior to the course.
2. Cancellation Policy
Any cancellation must be received in writing within 5 working days prior to the event else 30% payment will be imposed. Any no-show by registered delegates will be liable for full payment of the program fees.
3. Disclaimer & Program Changes Policy
Scientia Training Sdn Bhd reserves the right to amend or cancel the event due to circumstances beyond its control. We reserved the right to modify the advertised topics or course timing whenever necessary.
Registration:
1. Fax 03-6207 6727
       OR
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