Learn From The Best
Hjh. Rita Juniati Rutaff is a qualified and experienced Human Resource Practitioner, Consultant, Trainer, Speaker and internationally accredited Trainer focusing on specialized areas such as Communications and Personality, Organizational Development, Talent Management, Change Management, Capability and Competency-based training. She conducts Human Resource Business Plan, coaches, advises leaders on key strategy issues that improve individuals, departments and organizational current and future performance requirements for various organizations she worked with.
She is internationally recognised and accredited licensed trainer by Myer Briggs Type Indicator (MBTI) Training Programs, Dimensions Development International Programs (DDI), Neuro Linguistic Programming (NLP) and Stephen Covey’s Seven Habits of Highly Effective People for in-house programs.
Her diverse background and qualifications, added with strong anchor in Human Resources & Training experience had accelerated her role as “In-house Consultant” and training effectiveness which adds value to building human capital to organisations she dealt with. Moreover, her sound analytical skills and being strong advocate to Information Technology are her strengths that had led organizations to greater heights with remarkable achievements.
Her performance track records with strong commitment and great passion in people development has helped her to head Human Resources and Training Development departments successfully in various organisations from diversified industries background, namely Malaysia Airlines, Carsem Semiconductor ( a member of Hong Leong group of companies), Medas Corporation Berhad, and MTD CAPITAL Group of Companies, a leading infrastructure conglomerate currently. Occasionally, she will be invited as speaker, coach and facilitate training and strategic business planning seminars for other organizations like PETRONAS, ASTRO, BASF and Ministry of Higher Education etc.
Academically, Rita is a bright scholar graduated with diverse professional qualifications. She graduated from Western Michigan University, USA with a Masters degree (Hons) in Operations Research, Industrial Engineering and a Bachelor of Business Administration (Hons) majoring in Finance and Economics. Prior to that, she was selected as the Best Student in Diploma in Statistics from MARA Institute of Technology, Shah Alam in 1980.
In conclusion, Rita who has a diverse professional qualifications with diversified industries’ career experiences as a Human Resource practitioner, professional trainer and leader for more than 25 years experience, have made her versatile, experienced and dynamic trainer in her own unique way, would add value to organizations’ growth and sustainability in improving the nextGEN workforce.
B.E.S.T. CUSTOMER SERVICE
3 - 4 February 2021
Introduction
The understanding on the word “service” and “work” would give a different impact on individual’s passion and performance level. Working in a Customer Service environment demands high level of passion, patience and determination in managing different types of customers towards providing excellent customer service. Excellent customer service is the ability of an organization to constantly and consistently exceed the customers’ expectations which consequently drives the customers’ satisfaction. Knowing how to give exceptional service is one of the keys to growing and sustaining a business that leaves a strong “brand connection” and competitive advantage with the customers.
B.E.S.T. Customer Service known as “Beyond Exceptional Service Transformation” is a Two (02) days program that provides the professional skills needed to manage customers’ satisfaction with professionalism and care whilst maintaining good rapport.
B.E.S.T. Customer Service involves making a commitment to learning what the customers’ needs and wants are, developing action plans that implement customer friendly processes and applying the essential skills, stress management and conflict management that act as a 'glue' to bind all the skills mentioned above towards providing customer service beyond exceptional.
Program Outlines
A. INTRODUCTION
Ø Training Objectives
Ø "Ice Breaking" Activities
Ø Yourself, Your Role and Your Job Expectations
B. QUALITY CUSTOMER SERVICE – Basic Definitions & Concept
Ø Service vs Work
Ø Quality vs Quantity
Ø Internal Customer vs External Customer
Ø You and Customer
Ø Quality Customer Service
Ø Why Quality Customer Service is Essential?
C. QUALITY CUSTOMER SERVICE SKILLS
Ø Basic Skills in General Customer Service
Good Communications & Working Relationship
4 Steps in Building Quality Customer Service
Understanding Customer Needs
Achieving Customer Satisfaction
Ø Counter Services Skills & Courtesies - Interaction Technique - "G.R.E.A.T"
Why Counter Services & Courtesies are Essential?
Challenges in dealing with Counter Services & Courtesies
Effective Counter Services Skills
First Impression and Image
Focus to Customer:
Customer Needs
Language
Voice Tone
Ø Telephone Skills & Courtesies - Interaction Technique - "G.R.E.A.T"
Why Good Telephone Ethics & Courtesies are Essential?
Common Mistakes in Telephone Ethics and Courtesies
Basic Telephone Techniques and Courtesies
Focus to Customer with Good First Impression:
· Customer Needs
· Language
· Expressions of Voice Tone
Managing Incoming and Outgoing Calls
Taking Messages and Follow-up
Closing the Calls
Ø Managing Different Customer Behaviours
Angry
Impatience
Indecisive
Friendly and Talkative
Threatens
D. B.E.S.T QUALITY CUSTOMER SERVICE SKILLS
Ø Customer Conflict Management
Understanding Different Personality Types of Customers
Managing and Adapting to Customers’ Personality
Ø Creative Problem Solving
Creative vs Analytical Thinking
Creative Thinking Tools
Creative Problem Solving Process
Ø Stress Management
Basic Concept of Stress Management
What Causes Stress
Types of Stress
Stress Symptoms
How To Manage Stress
Who Should Attend
Supervisors, Officers, Executives and above who deals with Internal & External Customers.
Methology
Ms Hjh Rita is known for her bubbly personality that delivers any of her program in a participative, fun and practical approach as to accelerate the adult learning process which comprise of the following methodologies below:
Ø Two-Way Interactions with various Group discussions
Ø Management Simulation Games and Exercises
Ø Experiential Learning
Ø Video
Ø Role Plays
Ø Minimal lectures as to reinforce the learnings
After Attending, You Will Return To Your Job
Understand the importance and values of excellent customer service
Identify customers’ needs towards satisfaction
Enhance Counter Service Skills and Telephone Techniques with courtesy
Manage customer complaints assertively and professionally
Adapt and manage customers’ different behavior styles
Solve Customer Complaints with Creative Problem Solving approach
Manage stressful situations more effectively
Course Fees
Normal Fee ~ RM 1378 / person
Group Discount (for 3 or more participants) ~ RM 1240.20 / person
(Incl. 6% Service Tax)