Many organisations in today's market place not only face stiff competition from business but also receive many complaints due to ineffective frontliners and customer service staff.
Frontliners and customer service staff should be trained to cater the needs of customers as they are the first point of contact . Good impression is required for continuous interaction with customers and make them keep coming back .
The pitfalls of frontliners and customer service staff can bring bad reputation and ill effects , for example loss of business. One of the greatest pitfalls is none other than lack of training for these frontliners and customer service staff to perform their tasks. Lack of training can affect the effectiveness of these employees.
It is a must have requirement to give sufficient training to frontliners and customer service staff to perform up to the expectation of customers, both internal and external.
This training enhances professionalism of frontliners and customer service staff. It helps this special category of employees to be more effective in customer encounters.
14 Hours, 2 Days.
Ms. Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service
& sales expert and an author of several quality books (Customer Service Excellence, Sell Like A Superstar, The Complete Salesmaster, Winning Public Speaking & Presentation Skills,
Business English Communication, Guide To Telemarketing, Stress Management, Back To Basics For Good English Grammar).
She has with her more than 25 years of vast working experience in many industries, especially the financial, service, construction, advertising, hospitality and training sectors. She had worked in many leading public listed and multinational companies. During her exposure, she has acquired no less than 15 years’ experience in training and development of employees and agents. She had worked in many industries before, including Banking, Insurance, Investment, Advertising, Hospitality, Construction, Education, etc.
Her wide exposure in Sales Management, Customer Focus Management, People Management & Business English Communication not only made her a successful sales achiever but also an excellent trainer, mentor ,motivator and public speaker in these fields. Her vast experience in many fields and her professional qualifications have given her an extra edge in writing several comprehensive books to share her knowledge. Her books include 8 personal development books and 2 real life story books. Furthermore, she is also a much sought after and successful English Language trainer for big conglomerates.
She is also a seasoned professional trainer for public and in house programmes on People Skills, Leadership, Marketing, Sales, Telemarketing & Telesales , Customer Service, Telephone Techniques, Communication Skills, Public Speaking & Presentation Skills, Business English Communication , English Conversation & Business Writing and Debt Collection Skills. Her participants included those from large Multinational Companies, leading Conglomerates, Financial & Service sectors, Oil & Gas, FMCG, Manufacturing , Construction, Ministries , Bank Negara, GLCs, SMIs, SMEs, Universities, etc. She is also an approved PSMB trainer ( TTT Exempted). She travels widely and offers training locally and abroad.
A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “ keep learning” habit for personal development.
“Knowledge is no power but Application is“