2-Day Course

Serving Your Customer Infinitely Better ~New Approaches to Customer Service Excellence

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

Course Objectives:  

• Identify ways to improve customer service
• To understand the needs and wants of the target customers
• Understand and exceed customer expectations
• Turn complaints into increased business
• Reduce miscommunication , improve your communication and listening skills for complete understanding of the customers’ needs
• Effectively address and satisfy a difficult or irate customer.
• Demonstrate increased telephone professionalism
• Who Should Attend      
• “Customer Service is Everyone’s responsibility, everyone from the CEO to the Receptionist!!”

Course Contents 

SESSION 1  

• Strategic Implications of Quality of Customer Service 
• Eight Dimensions of Quality
• How to Improve Quality  (Deming’s 14 Points)
• Total Quality Management  (TQM)
• Systematic gathering of Customer Data as a critical TQM  intervention technique
• Benchmarking as a Performance-based Tool for improving Customer Service

SESSION 2 

• Customer-Driven Organizations
• Price-WaterhouseCoopers’ Evolutionary Approach to
• increasing Customer Value and Profitability
• Stage 1:   Customer Acquisition
• Stage 2:   Customer Retention
• Stage 3:   Strategic Customer Care
• Case Studies: (if participants are interested, and if time permits).

SESSION 3 

• The Five Foundation Pillars of Strategic Customer Care
• Customer Information/Profiling
• Customer Segmentation (The 80/20 Rule)
• Customer Research
• Technology Investment (to enhance Customer Service)
• Customer Management

SESSION 4 

• Customer Service Representative  (CSR)
• Three key requirements for Excellence, viz.
• Excellent Client/Customer Service Skills
• Strong Product Knowledge
• Increased/in-depth Customer Knowledge

SESSION 5 

• Understanding the Customer
• (The “Customer Performance Program”)
• Traditional Tools
• Quantitative Research
• Mystery Shopper Surveys
• Personal Interviews
• CRM-Related Tools(CRM = Customer Relationship Management)
• Segmentation and Data Mining/Modeling
• Customer Management Systems
• Customer Relationship Portals

SESSION 6 

• Critical Communication Skills

Note:     

• Even Managers and senior Executives need to hone these skills!
• Pronunciation  (Mispronunciation is the biggest problem)
• Listening Skills
• Asking Questions
• Exercises

SESSION 7 

• Telephone Skills

Note:      

• Even Managers and senior Executives need to hone these skills!
• Mastering Voice Inflection and Tone
• Handling and Answering the Telephone
• Managing Different Caller Behaviors
• Avoiding Statements that give the Wrong Impression
• Other Telephone Skills
• Exercises

SESSION 8 

• Other Critical Customer Service Skills

Note:    

• Even Managers and senior Executives need to hone these skills!
• Handling Irate/Difficult Customers
• Handling Customer Complaints
• Managing Customer’s Perception and Company’s Image
• Evaluating your Customer Service Skills   (A Questionnaire)

Course Fee     

(CLAIMABLE UNDER HRDF / SBL SCHEME) 

• RM 890.00 per participant
• RM 840.00 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), and Paris. Vice-Chairman, Malaysian National Committee, World Energy Council (WEC), London. Member, Governing Council, Institute of Public Relations Malaysia (IPRM).