[01] INTRODUCTION

A Customer Service Representative (“CSR”) is representative of the organisation the customer is dealing with. Hence, any impression the customer gets from the CSR is applied to the whole company. The CSR is seen as the face of the company and if the customer has any issues. It is this front line that he or she needs to interact with.

As a result, customer services are of paramount interest to organisations and even individuals and it is a skill that everyone in this business must master. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.

Attendees of this workshop will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.

[02] METHODOLOGY

Lecture, Individual & Group Activity, Feedback Sessions, Discussions, Demonstration, Business Games, Role Plays. The interactive workshop is accompanied by a training manual individually customized for each programme.

[03] BENEFITS

• Apply the essential principles of customer services

• Ask effective questions from customers to get results

• Use empathy to maintain rapport with customers

• Respond to a customer’s demands & requests professionally 

• Sequence your sentences effectively to get maximum results

• Handle phone conversations professionally

• Read and interpret body language signals

• Defuse uncomfortable interactions with customers

[04] WHO SHOULD ATTEND

• Customer Service Representatives 

• Sales Representatives

• Front Office Staff

• Technical and Support Personnel 

• Field Service Representatives

• Account Managers

• Credit and Billing Specialists

• Small Business Owners

• Managers who want Customer Service Training

[05] DATE, TIME & FEE

Date:    20-21 May 2024 (Mon-Tue)

Time:    9.00am - 5.00pm

Venue:   CPD Academy, RIO Puchong

FEE:   

   - Early Bird Offer (before 2 May 2024)     –     RM 1500

   - Special Offer (before 16 May 2024)     –      RM 1600

   - Normal Fee      –      RM 1700

    >> Fee includes Course Notes, Meals, Certificate of Completion and 8% Service Tax.

 ** OFFER **

   - 10% Cashback for SST2u Learner Card+ (SLC+) members. T&Cs applied

[06] COURSE OUTLINE

DAY ONE

Module 1 - Customer Service Principles

Objective: Apply the essential principles of customer services to anyone who wants your ‘output’

• Why Customer Services?

• Types of Customers

• What Customers Want?

• Is Customer Always Right?

• Practice: Customer Service Experience

• Personality Types

• Communication Channels

Module 2 - Customer Service Principles

Objective: Ask effective questions from customers to get results 

• Questioning Techniques

• Open and Closed Questions

• Leading Questions

• Exercise: Tell Me About the House

Module 3 - Empathy

Objective: Use empathy to maintain rapport with customers 

• What Is Empathy?

• How to Empathise?

• Exercise: Customer Service Empathy

Module 4 - Customer Service Scenarios

Objective: Professionally respond to a customer’s demands & requests while maintaining rapport

• Common Scenarios

 o Scenario A 

 o Scenario B 

 o Scenario C 

 o Scenario D 

 o Scenario E

• Mistrustful Customer

• PRACTICE: The Mechanic

• Handling Angry Customer

• PRACTICE: Angry Customer

• Swearing Customer Handled

• Responding to Rants

 o Derailing

 o Silence Treatment 

 o Disengage

 o Distract

• Long Queue

• You Don’t Have the Information

• PRACTICE: Don’t Have the Information

• I Want to Speak to Your Manager

• PRACTICE: Speak to Your Manager

• Using Other Customers as Audience

• PRACTICE: Using Other Customers as Audience

• Can’t Find the Information

• PRACTICE: Can’t Find the Information

End of Day One

DAY TWO

Module 5 - Sequencing Sentences

Objective: Sequence your sentences effectively to get maximum results

• Sequencing Sentences 

• Exercise: Positive Values

Module 6 - Telephone Skills

Objective: Handle phone conversations professionally

• Practice: Initiating Phone Calls 

• Putting on Hold

• Transfer

• Practice: Putting on Hold

Module 7 - Body Language

Objective: Read and interpret body language signals and use them to enhance your communication skills

• Practice:What You See Is What You Get

• First Impressions

• Gestures

Module 8 - Handling Complaints

Objective: Defuse uncomfortable interactions with

customers and professionally respond to any problems as they arise

• Principles of Dealing with Unhappy Customers

• Unable to Fulfil

• Practice: Saying NO 

• Challenges

• Practice: Challenges

Module 9 - Keeping Calm

Objective: Defusing body-mind stress

• Practice: Breathing Technique

• Practice: Utilizing the Five Senses

End of Training

[07] TRAINER PROFILE

VIGNESWARAN (VEE)

HRD Corp Accredited Trainer

Vigneswaran Applasamy has been involved in lecturing, research, management, sales and training for more than 14 years in the field of Electrical Engineering, Manufacturing sector, Higher Education, Sales and Marketing. He has been upgraded to an HRD Corp Accredited Trainer status from the previous Certified HRD Corp Trainer.

In 2021, he was awarded the Certified Blockchain Expert by the prestigious Blockhain-Council (USA), Inbound Marketing Certified and Social Media Certified in Applying Inbound Social Media Strategy by HubSpot (USA) in addition to obtaining a Certification of completion for Block- chain for Business. Prior to this, he has been accredited by Harisson Assessment in Employee Development, completed Emotional Energy Management Trainer Course and attended Gam- ification and Behavioural Design workshop by Yu-kai Chou.

He has completed over 300 trainings to over 130 organizations from various segments having more than 4,000 hours of training experience. His clients include include those from Global Enterprise International Malaysia (A Member of Singtel Group), Petronas Chemicals Derivatives, Galeri Petronas, Khazanah Nasional, Intel Malay- sia, Sime Darby Plantations, DiGi Telecommuni- cations, Sarawak SEDC, Iskandar Regional Devel- opment Authority, Mercedes-Benz Malaysia, Honda Malaysia, UMW Holdings, Hong Leong Bank, PANASONIC Automotive System, Sony EMCS (M) to name a few.

[08] ENQUIRY & REGISTRATION

Enquiry: yes@sst2u.com

Contact:

   - General - (03 - 8604 7270)

   - Teo (011 - 3178 9203)

   - Logesh (012 - 503 0346)

   - Siti (012 - 383 8603)

   - Han (019 - 323 0507)