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(3) CUSTOMER SERVICE EXCELLENCE:

How to Delight Your Customers

KUALA LUMPUR l 15-16 November 2007

A Course for Customer Contact Personnel & Front Line Staff

In today's volatile economy, providing excellent customer service can be the critical difference in your company's success. With so many businesses offering similar products and services, one of the ways to compete successfully is to exceed customer expectations.

Customers are loyal to a business when they feel that they are treated well, they receive good value for their money and they are psychologically and physically attached to the business. Therefore it is important for service providers to do everything possible to delight their customers to make certain that they do not want to switch to the competitors.

COURSE OBJECTIVES

The main aim of this workshop is to equip participants with tools and techniques that will help them provide a special customer service experience to delight their customers.

Participants will be introduced to a fun and stimulating environment to learn concepts and skills in customer service delivery.

KEY BENEFITS OF YOUR ATTENDING

At the end of the workshop, participants will be able to:

a Identify customer expectations and meet or exceed them

a Establish a customer service program to create customer loyalty and retain customers

a Develop a customer-oriented culture

a Develop an effective service staff management system

WHO SHOULD ATTEND

Customer contact personnel and frontline staff who wish to develop a deeper understanding of customer expectations, to provide a memorable customer experience to delight their customers.

LEARNING METHODOLOGY

A combination of lecture/presentation, demonstration, group discussion, role-plays and experiential activities to highlight the salient points shared during the mini-lectures, will be incorporated into the workshop curriculum.

COURSE SCHEDULE

DAY 1

Time	Training Topics/Activities
0900	Welcome and Introduction: The Importance of Customer Service Excellence
0930	Creating a Customer Service Excellence Experience Activities: Games and Discussions
1015	MORNING BREAK
1030	Share your Experience Activities: Discussion
1100	Customer Expectations Physical Expectations Emotional Expectations Emotions vs Logic
1230	LUNCH
1330	Moments of Truth Identifying the moments of truth Establishing standards for the moments Activities: Discussion, Demonstrations and Individual Exercise
1430	Rapport and Effective Communication: § Listening Techniques § Questioning Techniques
1530	AFTERNOON BREAK
1545	Rapport and Effective Communication: § Behavioral styles – VAK and DISC
1645	Summary
1700	END OF DAY 1

DAY 2

Time	Training Topics/Activities
0900	Review of Day 1
0930	Rapport and Effective Communication: Positive language Vocal Quality
1000	MORNING BREAK
1015	Rapport and Effective Communication: Body language
1115	Telephone Techniques Answering calls professionally Planning an outbound call Taking messages and transferring calls
1200	LUNCH
1300	Service Recovery Turning complaints into opportunities LEAP-Frog Model
1330	Handling Difficult Customers Activities: Discussion, Demonstrations
1430	Briefing on Final Role Play
1445	AFTERNOON BREAK
1500	PRACTICAL SESSION: FINAL ROLE PLAY Role Play (15min per group) Feedback and Discussion (5min per group)
1600	Customer Service Framework and Competencies
1630	Action Planning and Closing
1700	END OF PROGRAM

EXPERT COURSE LEADERS

The course will be conducted by ONE of the following Instructors:

Mr MICHAEL P A TAN - Click here for profile

Ms CHERYL LEONG - Click here for profile

Mr PETER PNG - Click here for profile

ORGANIZATIONS THAT HAVE BENEFITED FROM APIMD's CUSTOMER SERVICE RELATED COURSES INCLUDE…

Bata (Malaysia) Sdn Bhd l P & O Global Technologies Sdn Bhd l International Islamic College l Goodway Rubber Industries Sdn Bhd l System Management Services Sdn Bhd l Free Net Business Solutions Sdn Bhd l City Chemo Manufacturing Sdn Bhd l Mavisco (M) Sdn Bhd l The Golf Club Datai Bay l Penang Adventist Hospital l Vitrox Technologies Sdn Bhd l Petrosains Sdn Bhd l Asahi Best Base Sdn Bhd l Guthrie Property Development Holding Berhad l Resorts World Berhad l United Malaysian Medical Industries Sdn Bhd l Bradstock Insurance Brokers Sdn Bhd l HCL Infosystems (M) Sdn Bhd l ISS Consulting (M) Sdn Bhd l KPM Niaga Sdn Berhad l Eden Garden Hotel l JB Southern Steel Berhad l Crown Beverage Cans Malaysia Sdn Bhd l Aluminium Company Of Malaysia Berhad l Mercury Interactive l Via Communication Network Berhad l Sunway Business Applications Sdn Bhd l Stalheim Industries Sdn Bhd l Global Interactive Technology Pte Ltd l Iso-Dynamique Pte Ltd l National University Hospital l Salim Tchi Mun Dave & Associates l Petrofibre Network (M) Sdn Bhd l Sarawak Information System Sdn Bhd l Heitech Padu Berhad l Lembaga Hasil Dalam Negeri l Mecomb Malaysia Sdn Bhd l Vasatech Sdn Bhd l AmInvestment Management Sdn Bhd l Telekom Malaysia Berhad l Birkart Globistics Sdn Bhd l DBE Gurney Chicken Sdn Bhd l THOR Specialities Sdn Bhd l Bumiputra-Commerce Factoring Berhad l OOCL (Singapore) Pte Ltd l Singapore Polytechnic l Nordenia-Thong Fook (M) Sdn Bhd l FFM Marketing Sdn Bhd l KKIP Sdn Bhd l Jaring Communications Sdn Bhd l Kementerian Pertahanan Malaysia l Selangor Industrial Corporation Sdn Bhd l TGV Cinemas Sdn Bhd

COURSE FEES

RM1,295 per person

TEAM DISCOUNT (For organisations sending 3 or more participants)

RM995 per person

REGISTRATION DEADLINE

1 week before each scheduled date.

Click here to register

75 High Street #05-01, Singapore 179435
Tel: (65) 6468-9194 Fax: (65) 6468-2789 Email: admin@apimd.com

236-2nd Floor, Campbell Shopping Complex, Jalan Dang Wangi, 50100 Kuala Lumpur
Tel: (603) 2691-4161 Fax: (603) 2692-5536 Email: admin@apimd.com