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Address:
19-2, The Boulevard, Mid Valley City, Lingkaran Syed Putra, 59200, Kuala Lumpur (Next to RHB Bank)

Tel:
03 - 2287 5009/6009
(Michelle/ Hema)
Fax:
03 - 2287 8009

consultant@trainpro.com.my
michelle@trainpro.com.my

 
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 Coaching for Customer Service Excellence
   

During every service call, a frontline staff has to perform two tasks

1. Fix the problem accurately and quickly
2. Handle the customer professionally and with a WOW!

Thus every frontline staff should have these foundation skills in order to do their job well. Participants will learn how to understand and handle the customer needs, issues and problems under various scenarios.

Essentially, they should be able to handle the customer and even delight them as part of their service calls.? The latter half of this course teaches the participants how to identify, trouble-shoot and solve problems systematically.?The benefits of fixing system problems faster mean more quality time for the frontline staff to do proactive work or handle more calls and satisfy more customers.
Objective
At the end of the workshop, participants will be able to :

  • Master the various techniques for satisfying customers
  • Acquire the skills of active listening and able to ask the right questions
  • Apply the appropriate communication techniques to meet the varied needs of the customers under different scenarios
  • Identify the different types of difficult customers and use the appropriate techniques to handle each of them
  • Understand stress, its cause and how to manage it
  • Increase troubleshooting accuracy and solve problems effectively in a shorter time
  • Differentiate between problems, symptoms, causes and effects
  • Master the trouble-shooting process
  Program Duration
2 Days

Intended Audience:
Customer Service Professionals, Customer Service Managers, Call Centre Operations Managers, and all Frontline Staff.

Pre-requisites
Participants with some customer-facing experience will be able to appreciate this course fully.

Workshop Methodology
This interactive workshop will be conducted with a good blend of instructions, discussions and role-plays.? Participants are encouraged to bring their real-life customer related problems to the class for discussions and problem solving.

 Workshop Content

• Introduction to Customer Service
• The Unspoken Language
• Effective Telephone Techniques
• It's NOT what you say, it's HOW you said it
• Active Listening and Questioning techniques
• How to say NO professionally
• Assertive Skills
• Handling Difficult Customers
• Effective Stress Management
• Problems Identification
• Problem Solving Skills
• How and When to Escalate
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