OUTSTANDING TELEPHONE COURTESY AND CUSTOMER SERVICE ( 2 DAYS)
By Mr. Vigneswaran Applasamy - 22 & 23 November 2017
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
PROGRAMME OVERVIEW

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.

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
  • 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: Who & What We Do
    • Customers
    • Customers (Exercise)
    • Internal Customers
    • External Customers (Exercise)
    • Customer Service?
    • Customer Service Providers? (Exercise)
    • Customer Service? (Exercise)
  2. Module 2: Attitude is a Little Thing
    • Appearance
    • Appearance (Exercise)
    • Smile It’s Infectious
    • Smile It’s Infectious (Exercise)
    • Stay Awake
    • Stay Awake (Exercise)
    • Being Positive
    • Being Positive (Exercise)
  3. Module 3: 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)
  4. Module 4: 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)
  5. Module 5: Face to Face Customer Service
    • All from the comfort of your desk
    • All from the comfort of your desk (Exercise)
    • The Advantages and Disadvantages
    • The Advantages and Disadvantages (Exercise)
    • Using Body Language
    • Using Body Language (Exercise)
  6. Module 6: Telephone Customer Service
    • The Advantages and Disadvantages
    • The Advantages and Disadvantages (Exercise)
    • Telephone Etiquette
    • Telephone Etiquette (Exercise)
    • Tips and Tricks
    • Tips and Tricks for Providing Customer Service over the Phone (Exercise)
  7. Module 7: Electronic Customer Service
    • The Advantages and Disadvantages
    • The Advantages and Disadvantages (Exercise)
    • Netiquette
    • Netiquette (Exercise)
    • Email Etiquette: The Do’s and Don’ts of Email
    • Tips and Tricks
    • Tips and Tricks (Exercise)
    • Electronic Ping Pong
    • Electronic Ping Pong(Exercise)
  8. Module 8: Rescuing Difficult Customers
    • Defuse Anger
    • Defuse Anger (Exercise)
    • Common Ground
    • Common Ground (Exercise)
    • Know Your Limits
    • Know Your Limits (Exercise)
    • Emotions
    • Emotions (Exercise)
  9. Module 9: Escalation
    • Abusive Customers
    • Abusive Customers (Exercise)
    • Sticks & Stones
    • Physical Threats
    • Sticks & Stones (Exercise)
    • Physical Threats(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 8 November 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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