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HOW TO WIN & KEEP CUSTOMERS: SECRETS OF
CUSTOMERS SERVICE EXCELLENCE
The need to promote the organisational values within a customer service environment is essential for retaining
customers and for business success. This practical course will provide you with opportunities to explore your
responsibilities within your role as a team leader, supervisor or manager in a customer service environment.
This course focuses on: Six critical elements of customer service, Understanding leadership, Managing performance,
Onboarding and orientation, and five practices of leadership.
Course Objectives
Understand the essentials and principles of customer service excellence
Identify ways to establish links between excellence in customer service and your business practices and
policies
Develop the skills and practices that are essential elements of a customer service-focused leader
Recognise what employees are looking for to be truly engaged
Recognise who the customers are and what they are looking for
Develop strategies for creating engaged employees and satisfied customers in whatever business units you
manage
Course Details
Trainer : CASEY TEE
Date : 26-27 Apr 2017 (2 days)
Venue : Amcorp Mall, Petaling Jaya
Scheme : SBL
Who’s Suitable for this?
Managers, Executives, Supervisors,
Sales and Customer Service
Personnel and employees who are in
constant contact with customers.
BEST PRICE OF THE YEAR 2017 !!!
RM 1,000 per pax (exclusive 6% GST)
*Normal Price: RM 1,350 per pax
Early Bird Price (Before 31 Mar 2017)
RM 950 per pax (exclusive 6% GST)
Course Outline
MODULE 1 - SIX CRITICAL ELEMENTS OF CUSTOMER
SERVICE EXCELLENCE
Element 1: A Customer Service Focus
o Making Connections
What is Customer Service?
How can we meet customers’
expectations?
Element 2: Define Your Service Standards in Your
Organisation
o Telephone Manners
o Service Providers Professional Presence
Element 3: Given Life by the Employees
o How do your employees represent you?
Element 4: Problem-Solving Skills: Service
Recovery
o 6-STEPS Model for Problem Solving
Define the problem
Research & Analyse the Problem
Establish the Criteria List of the Problem
(Fish-bone)
List Possible Alternatives
Evaluate Each Alternative
Select the Best Alternative & Execute
Element 5: Measure It
o Critical Evaluation
o Informal Session
o Brainstorming
o Benchmarking
Element 6: Reinforce It
o Enhancements?
o Developing and Maintaining Relationships
Set Clear Expectations
Relationships Thrive on Reciprocity
Use Different Communication Styles
Measurement in Practice
Methodology
Blended learning combines:
- Guided Share Learning - Case Studies,
- Group Exploratory Discussion - Simulation Exercises
- Visual
Day 1 and Day 2 Timing
Class Time: 0900 – 1700
Break: 1015 – 1030 / 1515 – 1530
Lunch: 1300 – 1400
MODULE 2 - UNDERSTANDING LEADERSHIP
Explore what leadership is all about. Paul Hersey
and Ken Blanchard’s Situational Leadership II®
model will be discussed, as well as Robert
Greenleaf’s concept of servant leadership.
Techniques for managing performance and
conducting on boarding and orientation will also
be discussed.
MODULE 3 - FIVE PRACTICES OF LEADERSHIP
Explores the five leadership practices developed
by James Kouzes and Barry Posner in The
Leadership Challenge.
MODULE 4 - COURSE WRAP-UP
Q & A
Write up Action Plan
Trainer Profile
CASEY TEE KENG CHAI
Bachelor in Applied Economics, University of Malaya
Mr. Casey Tee brings with him 27 years of experience and specialization in time management, territorial management, marketing,
sales, creativity & motivation. He is acclaimed as one of Malaysia’s most dynamic and inspiring public speakers since 1985 and has
steadily increased his stature as one of the leading speakers in this region. He holds a Bachelor Degree in Applied Economics from
University of Malaya and a Diploma in Management from the US.
Fluent in three languages, (English, Bahasa Malaysia, and Mandarin), he is an extremely sought after as a training specialist both
locally and internationally. The impact of his lively, entertaining, and creative training concepts have inspired his participants to
attain excellence and peak performance in their organizations.
He is a licensed trainer with an international US corporation in the area of professional sales and advanced sales training programs
for financial products and services. He is also a licensed trainer of BTM of the USA in the area of excellent customer service training
programs. He is appointed by the Financial Planning Association of Malaysia (FPAM) as one of their lectures for the Certified Financial
Planner course from USA in Malaysia. He is also a graduate of the LIMRA School of Field Management from USA.
He has personally conducted more than 1,000 time management and territorial seminars and participants include those from ICI
Paint , ROCA , Johnson & Johnson , IBM Computer , ORACLE ,SAP International , Mead Johnson , Continental Tyre , Mitshubishi
Motor , CIMB Bank , Maybank ,Guardian, Avon , Sara Lee ,Kraft Food , Gardenia , Today Bakery , Nutriplus , Lee Kum Kee , Campbell
Soup , Adabi Food , and many more.
He travels the world particularly ASEAN countries, China, Australia and America developing and training his participants to enhance
their performance and effectiveness and to contribute positively to their organizations. He has conducted over 15,000 highly
successful seminars and workshops for various levels of participants - ranging from top management, senior managers, managers,
executives, sales personnel’s and supervisors from the ASEAN and Australasia regions. He is also a popular columnist of the widely
circulated Sales Digest magazine in Malaysia a monthly magazine which is read by more than 10,000 sales professionals.
Mr Tee is a specialist in developing and delivering training programs for different sectors such as FMCG, hospitality, cosmetic, tele-
communication ,banking, insurance , multi-national corporations, hotel, resorts and spa, trading, manufacturing, unit trust, and
mutual fund companies. He has done extensive training projects for corporations such as Ace Canning Corporation, Adabi Consumer
Industries, AIG ,Ajinamotto , American Home Assurance, Arab-Malaysian Banking Group, AVON ,Axa Life Singapore, Bausch & Lomb,
Body Shop, Bristol-Myer, Caelygirl, Carlberg Marketing, Carrier International, CGU Insurance, CIMB Wealth Advisors, Clarins
Paris ,Crestron Asia , Damai Laut Golf Resorts, Dior, DRB-HICOM , Dumex, Estee Lauder , GIANT , Guardian , HerbaLife , Hino Motor
Bhd, HLA, John Master , L’Oreal , Lam Soon Group, LANCOME , Malaysian Assurance Alliance(MAA), ManuLife , MAXIS
Communication ,Mitutoyo, Motorola, National Panasonic, NCR Corporation , Petronas, PJ Development Holdings Bhd, Prudential
Unit Trusts, Resort World, Sime UEP ,SP Setia , Telekom Malaysia™ , UDA ,Watson , Yeoh Hiap Seng Grou and many more.