DEVELOPING EMOTIONALLY INTELLIGENT CUSTOMER SERVICE SKILLS (2 DAYS)
By Mr. Vigneswaran Applasamy - 23 & 24 October 2017
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
Introduction

“In a high-IQ job pool, soft skills like discipline, drive and empathy mark those who emerge as outstanding.”

By Daniel Goleman, Author of Emotional Intelligence, “Why it can Matter more than IQ.”

“In the last decade or so, science has discovered a tremendous amount about the role emotions play in our lives. Researchers have found that even more than IQ, your emotional awareness and abilities to handle feelings will determine your success and happiness in all walks of life, including family relationships.”

By John Gottman, Raising an Emotionally Intelligent Child

Emotional intelligence describes the ability to understand one’s own feelings which is vital to being an effective and high-performing member of any team. It also provides great insight on how emotion influences motivation and behaviour. The concepts of Emotional Intelligence have been around since the early 20th century, but the term was first introduced by Wayne Payne in 1985.

Focusing on managing your emotions under pressure, participants will gain a better understanding of self-management and self-awareness by learning how to manage your emotional brain in your most difficult moments. This in turn will give them better insight and control over their actions and emotions. With a greater understanding of emotions participants will experience a positive impact on their professional and personal lives to make their job and career more effective, satisfying, and successful.

During this workshop we look at the all different types of Customer Service that can be delivered by enhancing once Emotional Intelligence.

Key Benefits of Developing Emotionally Intelligent Customer Service Skills::
  • Use Emotional Intelligence to maximise the effectiveness of your communication with others and feel better about yourself
  • Identify the main EI competencies and know how each area can contribute to your personality and interaction with others
  • Recognise and understand your moods and emotions and their effect on others
  • Manage and regulate your emotions to make sure they don’t disrupt your behaviour
  • What Customer Service is
  • Identify and address the needs of your customers.
  • Use excellent customer service can generate return business.
  • Building good will
  • Dealing with difficult customers
Who Should Attend:
  • Customer Service 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; BUSINESS GAMES; INDIVIDUAL & GROUP ACTIVITIES; FEEDBACK SESSION; ROLE PLAYS; DEMONSTRATION

Highly interactive with active participant engagement throughout the workshop with a 20/80 approach; 20% lecture, 80% practical accompanied by an individually customized training manual.

Duration

14 Hours, 2 Days.

Course Outlines :-
  1. Module 1: INTRODUCTION TO EI
    • Testing your Emotional Intelligence Questionnaire (Exercise)
    • A Typical Story
    • My Best Managers (Exercise)
    • What is Emotional Intelligence?
    • The Main Thesis
    • EI Framework
    • EI Competencies
  2. Module 2: SELF-AWARENESS
    • At the Mercy of Emotions
    • What Are Emotions?
    • A Curious Story
    • What is Emotional Hijack?
    • Amygdala
    • Conventional View versus Modern View
    • 4 Stages of an Emotional Hijack
    • Emotional Hijack (Exercise)
    • Signal Processing
    • Emotion Log (Exercise)
    • Lessons Learned
    • Past Leaders (Exercise)
  3. Module 3: SELF-MANAGEMENT
    • Choice
    • Optimism
    • Roots of Anger
    • Past Angry Moments Part 1 (Exercise)
    • Anger Management
    • Reframing
    • Distractions
    • Past Angry Moments Part 2 (Exercise)
    • Simulate Anger and Respond (Exercise)
    • Worrying
    • Worry Management
  4. Module 4: EMPATHY
    • The Origins of Empathy
    • Physiology
    • Matching Emotions
    • Empathy Technique
    • EMPATHY (Exercise)
  5. Module 5: SOCIAL AWARENESS
    • WHY SOCIAL AWARENESS?
    • Negative Listener Types
    • Negative Listening Styles (Exercise)
    • Effective Listening
    • Effective Conversations (Exercise)
  6. Module 6: 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)
  7. Module 7: Get Them to Come Back
    • Following Up
    • Following Up (Exercise)
    • Dealing with Complaints
    • Dealing with Complaints (Exercise)
    • Turn it Back in your Direction
    • Turn it Back in your Direction (Exercise)
  8. Module 8: Face to Face Customer Service
    • The Advantages and Disadvantages
    • The Advantages and Disadvantages (Exercise)
    • Using Body Language
    • Using Body Language (Exercise)
  9. Module 9: Rescuing Difficult Customers
    • Defuse Anger
    • Defuse Anger (Exercise)
    • Common Ground
    • Common Ground (Exercise)
  10. Module 10: Impress Customers Every Time
    • 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 and 6% GST)
Early Bird for training in KL : ( Book Before 9 October 2017 )
1 person or more ~ RM 1295 / person
Standard
1 person ~ RM 1395 / person
2 persons or more ~ RM 1295 / person
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6% GST)
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 7 working days prior to the event else full 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
3. Payment shall be made payable to SCIENTIA TRAINING SDN BHD
Contact Us:
Scientia Training Sdn. Bhd. (1001247-U)
GST: 001871699968
Tel: 03-7735 6006     Fax: 03-6207 6727     
Info    019 335 1111     info@scientia.com.my
Sara    019 335 1111     sara@scientia.com.my
Nonie    019 327 1111     nonie@scientia.com.my
Max    012 375 2003     max@scientia.com.my
For Customised In-House Training:
Ronny     012 223 6666     ronny@scientia.com.my
Office Hour: Monday ~ Friday 8.30 am~5.30 pm
Click here to request for a Brochure
Copyright (c) 2015 by Scientia Training Sdn Bhd