Customers want excellent service!
Every organisation makes great effort to bring customers back . Keep them with best service. Handle their complaints well.
Excellence in customer service is required to stay competitive. New strategies should be developed to secure more new and existing customers. Treating them nice is not good enough but making them remember you and come back need extra effort.
High impact customer service and complaint handling skills are needed to stay ahead. Customers look for value in what they paid. Ordinary words of “ thank you” are now taken as normal in every encounter with customers. These words will not impress customers at all. Your ability to deal with their problems on the other hand will bring more impact.
There are many angry and unhappy customers. Dealing with difficult customers is a must have ability these days. A satisfied customer is the best salesperson for any business organisation. This ability of dealing with difficult customers is acquired through training and frequent practice.
This course enables participants to be more confident and effective in their daily customer encounters. This training on high impact customer service and complaints handling skills will help them to keep customers and achieve company’s business objectives.
The skills learned will lessen complaints and upgrade standards in delivery.
All those responsible for upgrading their service excellence and staying competitive to bring customers back.
The course is specially for those in sales and service,especially complaints handling.
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 28 years of vast working experience in more than 8 industries.. She had worked in many leading public listed and multinational companies . During her exposure, she has acquired no less than 18 years experience in training and development of employees and agents .She had worked in many industries 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 and soft skills trainer for big conglomerates , GLCs, big pubic listed companies , manufacturing companies, ministries, government departments, universities,etc.
She is a reputable and seasoned professional trainer for public and in house programmes on People Skills, Management, Leadership, Marketing & Sales, Customer Service, Communication Skills, Public Speaking & Presentation Skills, Business English Communication , English Conversation & Business Writing ,Time Management ,Debt Collection Skills, Soft Skills and Personal Development For Executives and Managers. 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.
She is well accepted especially in English programmes and Soft Skills due to her ability to communicate in 3 languages, namely: Malay, English and Mandarin.
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“