Learn From The Best

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 TrainerCourse and attended Gamification and Behavioural Design workshop by Yu-kai Chou. He has completed over 180 trainings to over 82 organizations from various segments having more than 3,000 hours of training experience.


Although he holds a Masters Degree in Engineering from Universiti Teknologi Malaysia, his passion has been to understand the Mind-Body connection and Human Psychology where he has been conducting extensive research. His articles since have been cited 42 times by other international authors in their respective publications.


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, Iskandar Region Development Authority, Sarawak SEDC, UMW Holdings Bhd, Bintulu Development Authority, KPJ Tawakkal, Coway (M) Sdn Bhd, Lim Kok Wing University, Honda Malaysia, Hong Leong Bank, Bayview Hotel Melaka, Permai Hotel Terengganu, Sunway University, HELP University, Kolej Universiti Antarabangsa PICOMS, Sirim STS and MATTA Academy 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.

Handling Difficult Customers and Customer Complaints

25 - 26 November 2020 (10:00am-12:00pm)

Introduction

A Customer Service Representative (CSR) is exactly what the name suggests; a CSR is representative of the organisation the customer is dealing with. Hence, any impression the customer gets from the CSR is applied to the whole company. The CSR is seen as the face of the company and if the customer has any issues, it is this front line that he or she needs to interact with.


As a result, customer services are of paramount interest to organisations and even individuals and it is a skill that everyone in this business must master. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.


During this workshop we introduce delegates to the core principles of customer services. By employing these values and adopting the correct attitude, delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.

Program Outlines

4 hours 


DAY 1 (2 hours; 10am-12pm)

Module 1: CUSTOMER SERVICE SCENARIOS

Objective: Professionally respond to a customer’s demands & requests while maintaining rapport

  • Handling Angry Customer

  • PRACTICE: Angry Customer

  • You Don’t Have the Information

  • PRACTICE: Don’t Have the Information

  • I Want to Speak to Your Manager

  • PRACTICE: Speak to Your Manager

  • Can’t Find the Information

  • PRACTICE: Can’t Find the Information


Day 2 (2 hours; 10am-12pm)

Module 2: HANDLING COMPLAINTS

Objective: Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise

  • Principles of Dealing with Unhappy Customers

  • Unable to Fulfil

  • PRACTICE: Saying NO

  • Challenges

  • PRACTICE:      Challenges

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Who Should Attend

· Customer Service Representatives

· Sales Representatives

· Front Office Staff

· Technical and Support Personnel

· Field Service Representatives

· Account Managers

· Credit and Billing Specialists

· Small Business Owners

· Managers who want Customer Service Training

Methology

Lecture, Individual & Group Activity, Feedback Sessions, Discussions, Demonstration, Role Plays.

After Attending, You Will Return To Your Job

  • Professionally respond to a customer’s demands & requests while maintaining rapport

  • Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise

Course Fees

Nett - RM 265.00

(Incl 6% Service Tax)

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