2-Day Course

Customer Service Protocol~ Becoming a Customer Service Ambassador of Your Organization

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

Objectives:      

Individuals working on the front line with customers represent the organization itself. 

Whether over the phone, face to face or through written correspondence, research indicates that customers form eleven impressions of you and your organization in the first seven seconds of contact. 

Learn the basics of customer service or refresh your customer-centric attitude and behaviors!   

Who Should Attend?

Customer Service personnel/ Secretaries/ Telephone Operators / Front-line staff and those who wish to garner a deeper understanding of managing customer’s relations by delivering to exceed their expectations for total customer satisfaction.       

Course Outline 

UNDERSTANDING THE CUSTOMER SERVICE SECRET  

• What is Customer Service Secret?
• Creating The Secret Service
• Your Attitude Affects Your Customers & Their Business
• Attitude Quiz 1

BEHIND THE CUSTOMER SERVICE SYSTEM  

• The Customer Experience Cycle
• Do The ‘Extra Mile’ and The Small Things Right
• Personalize The Service
• Case Study 1

THE IMPORTANCE OF COMMUNICATION   

• Telephone Manners and Skills
• Face-to-face Communication Skills
• Understanding Body Languages
• Listening Quiz

SECRET SERVICE AT WORK  

• Go Above and Beyond
• Be Ethical and decent
• Value The Front-liners
• Reevaluate Your Secret Service Continually

CUSTOMER SERVICE RELATIONSHIP  

• Keep Track of Your Customer Preferences
• Gain The Customer’s Trust
• Analyze Your Ideal Customer’s Need and Meet The Need
• Remedying Customer Dissatisfaction

IRATE CUSTOMERS  

• Expectation and Perception
• The Principles of Dealing With Irate Customers
• Calming Irate Customers
• Case Study 2

WHAT TO EXPECT  

• The Unusual Becomes Usual
• Making Life Easier
• The Neon Signs of Ultimate Service
• Role-Play 3

COPING WITH STRESS  

• How To Cope
• Stress Reduction Stretching Exercise
• Other Stress Relievers
• Closing

Course Leader  

Dalilah Tamrin ~ a corporate trainer with years of experience in the Sales & Marketing and Customer Service Management. She was formerly Head of Operation & Marketing of a company overseeing the Operation & Management of the company and enforcing marketing and promotion strategies for the development of the Company.  

In 2001, Dalilah worked as the Executive Director of Alaf Lincah Sdn Bhd overseeing the Operations and Marketing of the Corporate Training, MLVK programmers and the Company administration aspects.

Her role continued to expand when she joined Sara Beattie Learning Centre Sdn Bhd as the Director of Educational Services overseeing the management of the US franchise programmers for the US-University entry examinations and the development of its Corporate Training programmers.

She had also contributed as a freelance writer together with Dr. Vikneswaran Nair for the hospitality column in the Business Today magazine.   Dalilah has written various training manuals, proposals and working papers as well as delivered business consultations and training presentations for both private and public sector companies.

Her training topics include area in Marketing & Sales Management, Customer Service & Relationship Management & Strategic Planning where she had conducted various soft skills training to government agencies and private sectors. Dalilah holds an MBA from the University Of Findlay, Ohio in the United States of America.                

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)