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Quality Customer Service Programmes
Introduction
 A large part of customer service success is creating a seamless experience. Customer needs are anticipated; systems are in place, employees are trained. The company runs like a well-oiled machine. Customer complaints are never easy to hear. If we shift from being defensive to opportunistic, complaints can be our best friend. If we do not listen, rest assured, the financial statement will communicate the news eventually.
Benefits
By the end of the programme participants would be able to:
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Understand their roles as customer service personnel in projecting the right image
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Differentiate between customer service and quality customer service
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Identify the needs of the customers through appropriate techniques
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Apply customer service techniques in order to provide better service
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Practise techniques in handling complaints in order to pacify them
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Apply proper telephone techniques and courtesies when answering inquiries by callers
Programme Methodology
An interactive approach in which throughout the course it includes the following:
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Role-plays
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Self-assessment exercises
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Group discussion and presentation
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Simulation games in relation to the topics discussed
Study Materials
The participants will be given Handout, Notes and Certificate during this programme.
Content:
Effective Customer Relations
Vision and mission statement
Composition of service cycle
Moments of truth – magic and misery
Qualities of a customer service personnel
Benefits of quality service to the organization and individuals
The telephone and e-mails
Quality Customer Service
Types of service
Dimensions of service-Procedural versus Personal
Importance of service standards
Creating the Customer’s Experience
Knowing the timing requirements
Being one step ahead
Skill of understanding through attentiveness
Skillful listening
Obtaining feedback
The communication basics
Watch words and avoid jargon
Match the customer’s speed and style
Match the intensity of concern and emotion
Get personal-Name calling is good (the customer’s name, that is)
Developing Rapport through Magic Phrases
Greetings for new and existing customers
End with finesse
Being emphatic
Phrases for beyond customer’s expectations
The follow-ups
Handling Complaints
Why customers are difficult?
Steps in handling complaints
Learn to get difficult customers on your side
Action plan and follow-up
Telephone Techniques and Courtesies
Creating the right impression on the telephone
Techniques in handling telephone calls
Maintaining cheerfulness and friendliness
An OK attitude
The sound of your voice
Techniques of sending clear messages
Skills of receiving messages
Facilitator
 Aslini Abdullah
Aslini Abdullah graduated with a Bachelor of Arts Degree majoring in Economics in Northern Illinois University, USA. She has gained vast exposure and experience through various administrative, supervisory and managerial positions that she held in the banking, finance and hotel industries.
Aslini had extensive experience in training, personnel administration, employee relations and counselling. In the field of human resources development, she served as Training Manager in a leading first-class hotel with the responsibility for training of some 700 employees of the organisation. As part of the Company’s succession planning she was responsible in designing the management trainee programme and other related familiarization of exposure programmes for the staff.
She has conducted general development programmes which include time management and interpersonal skills, managerial and supervisory programmes which comprise counselling, stress management, teambuilding, leadership skills, motivation and customer service programmes for participants from a number of public and governmental bodies.
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