[Selangor 2-Day] IAE Certificate in Customer Service
Course Information
  • 03-Sep-2020
  • Concorde Hotel, Shah Alam
  • Brian Wee
  • English
  • RM 1190 RM 1090
    Until 26 Aug 2020
  • 9.00am - 5.00pm
[01] INTRODUCTION
Successful companies place customers at the focal point of every decision and action. Most importantly, organizations must consistently meet or exceed the customers’ expectations in order to retain loyal customers. However, there will be occasions where failure to fully satisfy a customer will happen. This is where tact, consideration and being proactive to customers’ needs are necessary in order to provide effective customer service. This training is specifically designed to develop the participants’ skills and behaviours to offer great customer service. It also empowers participants to provide effective solutions to customer facing problems, when they arise.
By attending this course, participants can apply the tools and techniques taught to improve their customer service and retain clients and boost business.

[02] LEARNING OUTCOME
• Understand your role and responsibilities as a customer service provider
• Be able to practice skills and techniques which enhances customer satisfaction
• Tactful in handling irate customer and customer complaints professionally and objectively
• Improve customer relations
• Be convicted to provide good customer service via telephone as well as in person
• To develop a range of customer service excellence skills
• To identify the service performance gap and the courses of action to be taken for improvement

[03] WHO SHOULD ATTEND?
• Managers,
• Executives, Supervisors,
• Field Engineer/Technician
• Sales and Customer Service personnel
• Employees who are in Constant Contact with Customers

[04] METHODOLOGY
Interactive lectures: 60% Group discussion, exercises, presentations, video reviews, activities and role-play: 40%

[05] DATE, TIME & FEE

Date: 3-4 September 2020 (Thu - Fri)
Time: 9.00am - 5.00pm
Venue: Concorde Hotel, Shah Alam

[HRDF Claimable]

FEE:
- Early Bird Offer (before 9 Aug 2020) - RM 990
- Special Offer (before 26 Aug 2020) - RM 1,090
- Normal Fee - RM 1,190

*Fee is inclusive of IAE Certificate Assessment

>> Others: Includes Course Notes, Exercises, Assignments, Certificates, Lunches, Refreshments & 6% Service Tax

**Discounts**
(i) 15% overriding discount for SST2u Learner's Card members


[06] COURSE CONTENT

DAY 1

[I] Module 1 – Excellent Customer Service Philosophy
• Excellence key roles in customer service
• Why is the customer important
• Golden rules

[II] Module 2 – Assessing The Internal & External Customer
• Determining the External & External Customers
• The process that relates the Internal & External customers
• Similarities and differences between Internal vs External Customer

[III] Module 3 - Managing Customer Expectation Gaps
• Customer Satisfaction – Definition
• Five (5) Customer Expectation Factors – R.A.T.E.R. and B.E.D.U
• Demonstrating F.A.B techniques
• Good Services Vs Excellent Services

[IV] Module 4 - Identifying and Dealing with Different Customer Types
• Developing an Understanding of the Different Types of Customers
• Learning how to adapt your Style to match them

[V] Module 5 - Professional Image & Communication That Wins Customers
• Work Ethics / Corporate Image
• Personal Grooming and Office Etiquette
• Interpersonal Communication
• Dos and Don’ts of Quality Service Excellence

DAY 2

[VI] Module 6 - Successful Interpersonal Skills
• Using the Right Words
• What You Say vs How it is Interpreted
• What Are the Words to Avoid?
• Choosing Positive Words
• Body Language
• Eye Contact
• Greeting the Customers
• Standing and Sitting Postures
• Walking Confidently
• Facial Expressions and Gestures

[VII] Module 7 - Key Elements In Delivering Customer Service Excellence Through The Telephone
• The Importance of the Telephone Conversation
• Telephone Etiquette
• Monitoring your Voice Tone
• Providing Accurate Information over the Phone
• Dos & Don’ts on Phone

[VIII] Module 8 - How To Handle Difficult Customers And Complaints
• Dealing with anger – L.A.S.T. Technique
• Identify different types of people and difficult situation
• Six (6) steps to service recovery and regaining trust from customer

[IX] Module 9 - Breakthrough The Normal Practices In Customer Service
• Re-engineering your customer’s experience cycle
• The problem of incomplete solution
• Bridging the relationship channel and establishing relationship centers

[X] Module 10 - The Importance of Teamwork In Achieving Service Excellence
• Building Greater Commitment to Quality and Customer Service
• Developing Greater Loyalty to the company and to each other
• The need for education and motivation to perform well

[07] SPEAKER PROFILE

BRIAN WEE
HRDF Certified Trainer

Brian Wee was Head of Human Resources, Internal QMS Auditor and Corporate Trainer of MMC for a holding company of oils refineries in Malaysia. He holds a Master of Business Administration and a Post Graduate Diploma in Business Administration from Heriot Watt University, United Kingdom. He also has a Certificate and a Diploma in Personnel Management. He is a Certified Human Resource Professional (CHRP), an Ordinary Member of Malaysian Institute of Human Resource Management (MIHRM), PSMB Certified Trainer and PSMB Human Resource Consultant. Wee has attended a three days Effective Training Evaluation program by Ms Beverley Jeffreys of Chisholm Institute, Australian National Training Authority (ANTA).

He brings with him more than 15 years of working experience in Human Resource of large manufacturing companies. He is a Resource Training person for Malaysian Institute of Personnel Management (MIPM), Malaysian Institute of Purchasing and Material Management, UBS Commercial Institute, Open University Malaysia, Asia e University and UTM Space Executive Diploma Programs and others.

He started off his career in 1980 as a Senior Officer with the Ministry of Information where stayed for 15 years and gained extensive management experience. Later he moved to a Japanese based company where he was in charge of all spectrums of Human Resource functions. During that time, he acquired some Japanese management skills such as Kaizen, Zero Defect, JIT, Quality Control, Quality Assurance, ISO QMS and EMS Awareness Program and many others. He developed and trained QC, ISO QMS and EMS and productivity related modules for the Wilmar International Group of companies’ employees.

In his present capacity, he develops modules and trains his employees and many organizations. He is also a part time lecturer for academic courses, namely Certificate & Diploma Program for Malaysia institute of Human Resource Management, Supervisory Module for Certificate & Diploma for Malaysian Institute of Purchasing & material Management, Executive Diploma of Human Resource Management for UTM SPACE, Asia e University, Southern College University and Open University Malaysia and Professional Short Course in Mandarin for Human Resource subjects and English Conversation & Communication Skills for User Business School (UBS).

His much in demand programmes are Effective Supervisory Skills, Purchansing & Negotiation Skills, 8D Team Problem Solving Methods, Total Preventive Maintenance, ISO QMS AND EMS Awareness Program, UTM SPACE ISO QMS Modules, Effective QA/QC Inspectors, QC Tools, QCC, Effective Communication and Motivation Program, Excellent Clerical Skills, Excellent Customer Service, Effective Business English Communication Skills, Report Writing Skills, Effective Presentation Skills, Teambuilding Program, Positive Working Attitude, Malaysian Labour Laws and Industrial Relation Laws, Understanding of Employment Act 1955, Handling Misconduct and conducting Domestic Inquiries, Effective Salary Computation and Administration, Handling Problematic & Difficult Employees, Report Writing Skills, Drafting an Employment Contract, Effective Human Resource Management, HR for Non HR Executive / Managers, People Management, Leadership Skills, Balanced Scorecard, Key Performance Indicators and others.

Among some of his training participants and/or consultancy services included Kyocera, Sunpower, TJ Wang Group (Accountancy & Secretarial Services), Lii Hen Group, China Press, White Horse Ceramic, ML Plastics Sdn Bhd, Yee Wan manufacturing, Southern College, Foo Yew High School, MITI, Police Academy (Technical),Champion Precision, JK Sumi Wire, Muar Ban Lee Engineering, Autoveyor, Southern Lion, Seiko Electric, CSC Steel, San Miguel Yamamura Plastic, Ornapaper, Umicore Malaysia, Alloy Consolidated (MTD Group), Panasonic AVC Network, Southern College University, Infineon Technilogies, to name a few.

Mr. Brian Wee had provides HR & Quality and Productivity Consultancy Services to Li Hen Group, a furniture exporter and manufacturer, Omega Printer, Golpar Plastic Injection, Dian Pang Supermarket and others.

[08] ENQUIRY & REGISTRATION

Enquiry: SSTcourse@gmail.com
Contact:
- General - (03 - 5888 7357)
- Teo (011 - 3178 9203)
- Logesh (012 - 503 0346)
- Siti (012 - 383 8603)
- Han (019 - 323 0507)