ESSENTIAL SKILLS FOR FRONTLINERS & CUSTOMER SERVICE STAFF ( 2 DAYS)
By Ms. Carol Chiam - 13 & 14 November 2017
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
INTRODUCTION

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.

COURSE OBJECTIVES:
  • To develop a team of professional frontliners and customer service staff
  • To avoid pitfalls of untrained frontliners and customer service staff that can bring down reputation of the companies and eventually, business loss.
  • To achieve company's objectives with a team of committed frontliners and customer service staff.
KEY BENEFITS:
  • Able to enhance competencies at work
  • Raising confidence level to perform better
  • Learn how to be more professional
  • Be more efficient and ef
FOR WHOM
  • Frontliners and Customer Service Staff who wish to sharpen their competencies for better work performance and interaction with customers.
  • Level of understanding : Intermediate
METHODOLOGY
  • Interactive Lectures With Individual & Team Activities
  • Role Plays, Tests, Quizzes & Games
  • Full participation is required
  • Case Studies for discussion
DURATION

14 Hours, 2 Days.

COURSE OUTLINES :-
  1. WHAT MAKES A GOOD FRONTLINER/ CUSTOMER SERVICE STAFF?
    • Positive Thinker
    • Good Communicator
    • Attentive Listener
    • Possesses People Skills
    • Full of Empathy
    • Committed & Duty Bound
    • Know Your Company and Products
    • Customer first mindset
  2. LEARN FROM PAST MISTAKES
    • Self -Centred
    • Complacency
    • Lack of Company and Product Knowledge
    • Ignorance Of Service Etiquette
    • Absence Of Professionalism
    • Insufficient Training
    • Wrong Mindset
  3. THE WORK
    • Answering incoming Calls
    • Attending to customers : telephone and walk in
    • Replying to enquiries accurately
    • Dealing with complaints professionally
    • Any other administrative works as and when required
  4. DEVELOPING EXCELLENT COMMUNICATION SKILLS
    • Verbal Communication Techniques : winning words and phrases
    • Non Verbal Communication : smile, eye contact,body language
    • Improving Speaking Skills For Better Interaction
    • Placing empathy and listening power in every customer encounter
    • How you say matters
    • More use of positive words
  5. EXCEL IN QUALITY SERVICE
    • Be guided with the Golden Rule
    • Little things make a big difference
    • Solve problems of customers promptly
    • Walk the extra mile in serving customers
  6. CREATING IMPRESSION WITH TELEPHONE TECHNIQUES
    • Answering calls with customer service phrases and etiquette
    • Talking with a professional and friendly tone
    • Taking accurate messages
    • Giving prompt and correct information to customers
    • Asking intelligently for more details
  7. UPHOLDING PROFESSIONALISM IN FACE TO FACE ENCOUNTERS
    • How to greet them professionally?
    • Learn to give a good impression
    • Speak confidently with the right information
  8. RESPONDING TO ENQUIRIES INTELLIGENTLY
    • Giving accurate information promptly
    • Ask, if not sure.
    • Refer to superiors if not certain
  9. HANDLING COMPLAINTS EFFECTIVELY
    • Solving complaints soonest possible, if not immediately.
    • Using customer service phrases in all encounters
    • Learn some complaint handling strategies
  10. DEALING WITH DIFFICULT CUSTOMERS
    • Know the skills in dealing with angry customers
    • Deal with rude customers confidently
    • Handle unreasonable customers without offending them
  11. IMAGE ENHANCEMENT: GROOMING
    • Creating A Good Impression At First Point Of Contact
    • Resembling An Ambassador For The Company
    • Personality Enhancement For Professionalism
  12. CAREER PLAN FOR NEXT LEVEL OF SUCCESS
    • Personal Development For Continuous Improvement
Your Trainer

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“

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 30 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:
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       OR
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