Learn From The Best

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“

Mastering The 5cs For Customer Service Excellence

27 May 2021

Introduction

  • Achieving Excellent Standards In Customer Service

  • Enhancing Customer Retention

  • Meeting Company’s Objectives And Business Goals

Program Outlines

COMMITMENT

  • Ensuring Accountability

  • Having A Customer First Mindset

  • Walking The Extra Mile

CONNECTION

  • Answering Customers Professionally With Impressive Phrases

  • Asking Questions Intelligently Without Offending Customers

  • Showing That You Care In Their Needs And Complaints

  • Dealing With Difficult Customers Smartly

  • Involving And Delighting Customers

CLARITY

  • Ensuring Clear Information Be Given In Enquiries And Complaints

  • Inviting Questions From Customers To Ensure They Understand

  • Repeating Important Information When Necessary

CONSISTENCY

  • Observing Consistency In Delivering Good Service

  • Inviting Feedbacks From Customers On Service Rendered

  • Excelling In Customer Satisfaction

CONTINUOUS IMPROVEMENT

  • Keep Learning

  • Trend Watching On Competitors’ Practices

  • Regular Trainings And Updates To Give The Best To Customers

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Who Should Attend

  • All Customer Service Personnel

  • Level of Understanding : Intermediate

Methology

  • A Much Energised Training Requiring Full Participation

  • Interactive Lectures With Role Plays and Team Activities

  • Power Point Presentation With Flip Charts To Make Training More Interesting

After Attending, You Will Return To Your Job

  • Raising Confidence In Service Delivery

  • Creating Impact To Attract And Retain Customers

  • Improving Capability To Meet Service Standards

Course Fees

Normal Fee ~ RM 750 / person

Group Discount (for 3 or more participants) ~ RM 638 / person

(Incl. 6% Service Tax)

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