Excelling in Customer Satisfaction in Challenging Times

21-22 Mar, 2018, Vistana Kuala Lumpur

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Carol Chiam a.k.a. O.K. Chiam is a professional trainer, mentor, motivator, public speaker, customer service guru and an author of 8 books.

She has with her more than 25 years of vast working exposure in more than 7 industries, especially the financial and service sectors. Her professional qualifications and wide exposure not only made a successful trainer but given her an extra edge in writing comprehensive books to share her knowledge.

She has with her no less than 15 years experience in training & development of staff and agents in leading multinational companies. She is a seasoned professional trainer for public and in house programmes. Her participants include from large Multinational Companies, leading Conglomerates, Financial & Service Sectors, Oil & Gas Companies, Fast Moving Consumer Goods Industries (FMCG), Construction Sector, Manufacturing Sectors, Ministries, GLCs, SMIs, Universities, IT sectors, etc.

Carol’s Customer Service Skills courses are very well accepted and have been successfully conducted for in house and public programmes for participants from all over Malaysia. There is a popular demand for more of her courses in this area, especially from those who have attended her trainings earlier on.

She is an approved PSMB Trainer with more than 15 years training experience. Besides the Customer Focus Management courses, she is a popular and seasoned trainer in sales management, public speaking and presentation skills, people management, communication skills and English grammar.

Carol believes that her success in training is very much due to her ability to interact with her participants in 3 languages i.e. English, Bahasa Malaysia and Mandarin and also, her vast exposure of more than 25 years in several industries, especially in multinational companies.

A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “keep learning” habit for personal development.

“Knowledge is no power but Application is.”

Venue Details

Vistana Kuala Lumpur
9 Jalan Lumut Off Jalan Ipoh, 50400 Kuala Lumpur,
Phone : 03 4042 8000
Fax : 03 4041 1400

Click For Hotel Location

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON
  • What Is Customer Satisfaction?
  • Not Forgetting The Company’s Interest
  • Getting It Right From The Beginning
  • Creating A Good Impression For Business Success
  • Professionalism & Good Work Ethics
  • Listening To Customers - A Strong Tool For Customer Satisfaction
  • Act: Immediate Attention
  • Dealing With Difficult And Unhappy Customers
  • Communication Skills
COURSE OBJECTIVE

Excel in customer satisfaction in challenging times for business success and good reputation.

 

Customers can look for others if you do not satisfy them. Meeting customer needs and expectation can help a business organisation to grow faster than competitors. Customers want value rather than just the price. Business organisations need to upgrade their service excellence to keep these customers satisfied.

 

A satisfied customer is the best salesperson in the market place. Not only the customers keep coming back but their words of recommendation can bring more new business, too. Customer satisfaction brings good reputation for the company besides customer retention.

 

This course offers valuable training for those with customer service responsibilities. The training helps participants to improve their communication skills and confidence level in dealing with difficult customers and complaints

 

Show the value that customers want!

AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB...
  1. Excelling in customer satisfaction in challenging times.
  2. Acquiring more skilful complaint handling skills.
  3. Learning how to deal with difficult customers effectively.
  4. Raising confidence level in handling complaints
  5. Avoiding common mistakes in handling customers
  6. Achieving customer’s expectation for better business success.
  7. Accomplishing your company’s goals.
  8. Achieving excellent service standards faster.
WHO SHOULD ATTEND
  • All Employees With Customer Service Responsibilities
  • A Good Refresher Course For Existing Managers
METHODOLOGY
  • Interactive lectures with role plays and activities
  • Full participation is required in this much energised training
  
DAY 1
9:00 WHAT IS CUSTOMER SATISFACTION?
  • Focusing on value
  • Solving customer’s problem
  • Making the customer happy
10:45 NOT FORGETTING THE COMPANY’S INTEREST
  • If you do not take care of customers, competitors will.
  • Make customers keep coming back
  • A satisfied customer is the best salesperson for more sales
12:00 GETTING IT RIGHT FROM THE BEGINNING
  • The Golden Rule
  • Back To Basics: Your magic smile and tone matter
  • Empathise with the customer
1:00 Lunch

2:00 CREATING A GOOD IMPRESSION FOR BUSINESS SUCCESS
  • Telephone etiquette: Answering and asking questions
  • Face to face: Eye contact and smile
  • Written communication: Formal and informal
  • Winning words win hearts
  • Mind your language when communicating
3:45 PROFESSIONALISM & GOOD WORK ETHICS
  • Service oriented mindset
  • Practise professionalism
  • Adopt good work ethics
  • Observe Mannerism
  • Personal development
  • Continuous improvement on service quality
5:00 End of Day 1
DAY 2
9:00 LISTENING TO CUSTOMERS - A STRONG TOOL FOR CUSTOMER SATISFACTION
  • Focus on customer’s needs
  • Pay attention to complaints
  • Do not assume
  • Ask, if not clear.
  • Apologise for mistakes: Sorry, Regret etc.
10:45 ACT: IMMEDIATE ATTENTION
  • A.S.A.P. versus Immediate
  • Customers of today want immediate attention
  • Ask, if not clear
  • No procrastination
1:00 Lunch

2:00 DEALING WITH DIFFICULT AND UNHAPPY CUSTOMERS
  • Don’t turn complaints into disasters
  • Using emotional intelligence to understand customers: rude, angry & demanding
  • Reassure customers
3:45 COMMUNICATION SKILLS
  • Improve language proficiency for better connection with customers
  • How you say matters
  • Positive words secure positive response
  • Rephrase words for better relationship
  • Use Business English
5:00 End of Course