Having problems viewing this email? Click here
 
 
  Facilitator  
  Ms. Suchitra Mahendraraj
  
  Trainer & Consultant  
   
   
  Event's Profile  
 
Date : 21 & 22 September 2015
Time : 9am - 5pm
Venue
:
Suite 7-5, Level 7
Wisma UOA II
21, Jalan Pinang
50450 Kuala Lumpur
 
   
  Registration  
  Online Registration, please
  
   
  Registration via Fax,
please download form here
and fax it to (603) 2713 6869.		  
   
  PM Resources' Contact  
 
(603) 2713 6868
(603) 2713 6869
training@pm-resources.com
www.pm-resources.com
/training-series/
 
   
  Sharing  
 
 
   
   
   
  In-house Training  
  Apart from the above program, the following are also available for in-house training:
  
   
 
1. Customer Care and Service Excellence
2. Effective Production Planning & Warehouse Control to Ensure Quality & In Time Delivery to Customers
3. Understanding Goods & Service Tax for Retailing Industry
4. Understanding Goods & Service Tax for Construction & Engineering Industry
5. People Skills for Managers
6. Advance Brainstorming & Mind Mapping for Management Decision Making
7. Sales Negotiation
8. Developing Effective Employee Handbook
 
   
   
 
 
Customer Care and Service Excellence
A 2-Day Programme
Date : 21 & 22 September 2015 (Monday & Tuesday)
Time : 9.00 am - 5.00 pm
 
Introduction
 
Today’s competitive business climate has spanned an urgent need for organisations to complement their core products/services with exceptional customer service in order to surge ahead in the market leadership race. A higher degree of customer loyalty could be attained if the people who come face to face with the customers are able to execute excellent skills and tact while dealing with clients. In order to achieve this, team members must develop their interactive, communication, and interpersonal skills that team members must have if they are to function as a high performance work team.
Objectives
 
Upon completion of the programme, the participants will be able to:
  • Understand the role and responsibilities as a customer service provider
  • Provide practical skills and techniques essentials to a good customer service.
  • Understand that internal customer service is just as critical as external customer service;
  • Prioritise and focus on the top expectations of customers
  • Identify one’s own personality style and the personality styles of customers;
  • Make better choices to improve attitude;
  • Develop a personalised strategy for improving communication skills;
  • Learn to handle demanding customers and customers’ complaints.
  • Maintaining professionalism and composure when dealing with irate customers.
  • Become known as a problem-solver
  • Feel less stress on the job
 
Programme Outline
Module 1: Understanding Excellent Customer Service
  • What Is Good and Bad Service?
  • How Do People View Customer Service?
  • How to Achieve Excellent Customer Service
  • Internal and External Customers
  • Six Keys to Excellent Service
 
Module 2: Attributes of a Service Provider
  • Establishing your Attitude
  • Attitude is a Choice that is Controllable
  • Going the Extra Mile
  • Having the Right Service Mindset
 
Module 3: Identifying and Addressing Customer Needs
  • Understanding the Customer's Problem
  • Staying Outside the Box (Not Jumping To Conclusions)
  • Meeting Basic Needs
 
Module 4: Personality Styles
  • Understanding Styles
  • Typing Ourselves and others
  • Applying to Customer Relations and Team Building
 
Module 5: The Importance of Communication Skills
  • Developing Effective Communication Skills – Voice, Tone, Words
  • Keeping Customers Calm with Words
  • Persuasive Language Patterns to Gain Cooperation
  • Listening Styles
  • Removing Obstacles to Listening
 
Module 6: The Importance Of Interpersonal Skills
  • What are interpersonal skills?
  • Being Aware of One’s Own Body Language When Dealing with Customers
 
Module 7: Handling Difficult Customers
  • The Different Types of Difficult Customers
  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
 
Module 8: Team Building: The Power of One
  • Building Relationship & Bonding with Internal Customers
  • Why Teamwork Is Crucial for Success in an Organisation
 
Module 9: Keeping Your Composure Under Pressure
  • How our Perceptions Affect the Way We React to Customers
  • A Simple Formula for Reducing Conflict
  • Tips For Building and Maintaining a Positive Attitude
  • Keeping Stress to a Minimum
 
Module 10: Personal Self Development
  • Strengths and Weakness Assessment
  • Personal Commitment – Future Action planning
For programme details, please
Who Should Attend
  • Managers
  • Team Leaders
  • Supervisors
  • Anyone who manages people under them
Methodology
  • Pre/post test
  • Multimedia presentation
  • Interactive lecturers
  • Group discussion and presentation
  • Games/role play/quiz
  • Leadership personality test
Your Investment
(The early bird date is 07 September 2015)

Early Bird fees: RM1, 378.00

Standard fees: RM 1,484.00

3 for 2 fees: RM2, 968.00

The above programme fee is inclusive of 6% GST
 
 
 
 
PM Resources Sdn Bhd (Co. No. 466686-P)
Suite 7-5 Level 7, Wisma UOA II, 21 Jalan Pinang, 50450 Kuala Lumpur | Telephone: +603 2713 6868 | Fax: +603 2713 6869 |
Email: training@pm-resources.com | Website: www.pm-resources.com/training-series

We comply with the Personal Data Protection Act 2010. Please click Personal Data Notice for more information.

Anti-SPAM Policy Disclaimer: Mail cannot be considered spam as long as we include contact information and a remove link for removal from this mailing list. If this email is unsolicited, please accept our apologies.

The is sent to you, as we think that they might be of interest and benefit to you. Please help to forward to others who may be interested. To choose not to receive future emails from us, simply click “unsubscribe”.