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Quality Customer Service

Date & Time:
26 & 27 August 2020, Wednesday & Thursday | 9.00 am – 5.00 pm
Venue: The Pearl Hotel, Kuala Lumpur

INTRODUCTION

Organizations go to great lengths to differentiate themselves from one another, usually at much expense. In reality, it is often their service culture that has one of the biggest impacts on customers and helps a customer decide whether or not to do business with the organization.

Most businesses lose their customer every day because of bad service and others gain them due to better service. Smart executives know that customer service development is an on-going process. To deliver effective customer service, an organization needs to seriously commit to and invest in their employees who manage the customers. But where do we start! What makes Customer Service Professional? Also one of the aspects of customer service which is often overlooked is how the customer is handled when things go wrong. How you recover with a customer is critical to building customer loyalty and customer retention. Avoid turning dissatisfied customer into an angry one!

OBJECTIVES

Upon completion of this programme, participant will be able to:

  • Apply Quality principles in Customer Service
  • Mentally prepared & focused in handling customers
  • Create good first impressions & build rapport with customers
  • Manage Customer Experience
  • Understand the needs of customers
  • Sound confident and helpful.
  • Use effective questioning to understand customer expectations
  • Recognize barriers to the delivery of outstanding customer service.
  • Learn techniques for dealing with angry or upset customers.
  • WHO SHOULD ATTEND?

    Managers, Executives, Customer Service Personnel, Sales & Marketing Personnel, Clerks, Supervisors, Officers and all those who need to handle customers.

    METHODOLOGY

    An interactive and practical approach incorporating group discussions/exercises, presentations and role plays.

    OUTLINES

  • Quality Leading the Way
  • Understanding Expectations
  • Managing Yourself – Developing Service Mindset
  • Managing Customer Experiences
  • Recovering when Things Go Wrong
  • Improvement Strategy
  • TRAINER’S PROFILE

    Sathiesh Sangarajoo
    • BEng (HONS) – University of Lincolnshire & Humberside, United Kingdom.
    • CERTIFICATION IN TRAINING (TTT/ 7353) - Pembangunan Sumber Manusia Berhad

    Sathiesh has extensive 17 years of working experience in Telecommunication and Semiconductor /Manufacturing industries. He assumed positions as Head of Customer Service and Network Technology Division Engineer. Been exposed to training in Managing Customers’ Complaints & Recovery Process, Sweden and Subscription Handling for Call Center as well as Call Center Service Overview, Spain.

    Some of the portfolios that he has undertaken during his tenure includes: - Conducting Customer Satisfaction Surveys, Implementing Quality Initiatives, Team Engagement & Empowerment, Induction Programs, Writing Policies & Procedures, Creating and Implementing Change Management plans.

    He strongly believes in People Management Practices and Learning & Growth principle as being one of the key elements for organisations to succeed. He is passionate in making a difference in participants’ learning through his personalized, practical and dynamic approach to make training an enjoyable and valuable experience.

    Sathiesh has effectively helped organizations and its people improve performance through training and consultancy in the areas of Leadership, Customer Service, Project Management and Personal Development.

    PARTICIPATING FEE

    Early bird fee: RM1, 378 per person - Register by 17 August 2020

    Normal fee: RM1, 590 per person
    – SBL claimable (Inclusive of lunch, tea breaks, notes, certificate of attendance and 6% SST)

    ORGANISER

    Malaysian Export Academy
    No. 86, Jalan BP 7/8,
    Bandar Bukit Puchong,
    47120 Puchong, Selangor.

    Tel : 03 8066 3107
    Fax: 03 8066 6152

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