2-Day Course

Critical Skills for Customer Care

Time: 9.00 am to 5.00 pm / Venue: Hotel /s in PJ  

Who Should Attend:  

Front-line employees, clerks, receptionists, secretaries, customer service and call center officers and executives, etc.  

Course Objectives:  

• In a highly competitive marketplace, customer care is the key to a company’s success.
• This workshop describes effective customer service techniques and provides opportunities for participants to apply and refine them.
• After this course participants should be able to
• Evaluate the importance of effective customer service
• Identify customer expectations and how to manage them
• Recognize typical customer profiles and behaviors
• Describe the importance and impact of taking ownership of customer problems
• Define the professional behaviors needed to manage customer relationships and ensure customer satisfaction
• Use effective communication skills to obtain and impart information
• Apply techniques for handling difficult customer situations

Course Contents: 

SESSION ONE: Introduction 

• Customer Relationship Management (CRM)
• as a powerful Business Strategy
• The Customer Care/Service Representative (CSR)
• in the “New Pyramid” (Trainer’s quote)
• The Customer Care Centre
• as the Cornerstone in Customer Care
• as a Strategic Marketing Tool
• The Customer Care Centre Industry and Globalization

SESSION TWO:Characteristics of Customer Care Centers 

• Accessibility
• Integration of Resources
• Appropriate System(s) and Procedures
• The Customer Care Centre environment

SESSION THREE:Pre-Requisites and Tools to Excellence 

• Four Pre-Requisites for Excellent Customer Care Centers
• Three Pre-Requisites for Outstanding CSRs
• Three Effective Tools to assist CSRs

SESSION FOUR:Oral Communication Skills 

• Pronunciation  (Mispronunciation is the biggest problem)
• Mastering Voice Inflection and Tone
• Importance of  Feedback
• Barriers to Effective Listening
• Asking Relevant Questions
• Exercises

SESSION FIVE:Customer Management Skills 

• Evaluating your “Customer Service” Attitude (A Questionnaire)
• Understanding Customer Needs
• Four Responses Customers want
• Handling Customer Complaints
• Using Software/Technology for Complaint Management
• Handling Irate/Difficult Customers
• Evaluating your “Customer Service” Skills   (A Questionnaire)

SESSION SIX:Telephone Skills 

• Addressing the Caller
• Handling Inbound Calls
• Making Outbound Service and Telemarketing Calls
• Managing the Customer Callback
• Managing Different Caller Behaviors
• Avoiding Statements that give the Wrong Impression
• Managing Customer Objections
• Exercises

Course Fee:  

(CLAIMABLE UNDER HRDF / SBL SCHEME) 

• RM 880.00 per participant
• RM 830.00 Per Participant for 2 or more participants

(Fees are inclusive of tea break, lunch, course materials and certificate of attendance)  

Course Leader  

Ms. Bebe Chooi a top-end trainer with a wide variety of management skills and other "people skills" such as handling difficult people, interviewing people, and interpersonal communication. Ms. Chooi has a Trainer's Certificate for the Executive Development Programmed (EDP), given by the Pusat Sumber Manusia Berhad (PSMB), under the Ministry of Human Resources. 

She has taught the management and communication modules under the EDP in the last round for unemployed graduates, some of whom were pursuing MBA degrees, but were technically "unemployed". 

She has been selected by a private college, and approved by the Ministry, as a Trainer in the upcoming round.  Ms Chooi has a Master of Science degree in communication and research methodology from Ohio University, USA, fully obtained on campus. She has a whole gamut of communication skills, both written and oral. 

Ms. Chooi spent some sixteen years in managerial positions in PETRONAS, Malaysia's multinational corporation that has regularly been listed in the Fortune business magazine, and whose primary objective is the management of Malaysia's crude oil and natural gas resources. 

For three of those years, she was concurrently Senior Training Specialist in PETRONAS's Management Training Institute.  During almost all the sixteen years, she was asked to present papers, to sit on expert panels, and to chair technical sessions at international conferences. 

Ms. Bebe Chooi’s honorary positions included:Vice-President, Energy Commission, International Chamber of Commerce (ICC), Paris. Vice-Chairman, Malaysian National Committee, World Energy Council (WEC), London. Member, Governing Council, Institute of Public Relations Malaysia (IPRM). After PETRONAS, she spent several years as a corporate trainer and lecturer.  She was also Head of the School of Communication, and Academic Head of RMIT Business Degree Programmers, in two premier private colleges.