Fancy sales pitches, high-powered market strategies & clever advertising can be very important attention getters. They may persuade people to become your prospect. But getting them to purchase your product depends on how well they’re treated, convinced & rewarded which boils down to customer service. This interactive program is a spring board for releasing talent, energy & enthusiasm. Exceptional WOW customer service doesn’t happen by talking about it. It happens by doing it. It happens at every point of contact with the customer – in person, on the phone, in a letter or through email. Customer service relationships often depend on “getting off on the right foot”. Understanding behavioral styles shows you how to recognize different behavior patterns & develop adaptive skills that increase your ability to communicate successfully with customers. This course aims to help you develop a plan that everyone can rally behind so as to balance customer needs with the reality of business operations. There is an urgent need to build a service culture & add value to your current service so that you can keep a service gap between you & the competitors. Spot areas needing immediate improvement.

Customer Service Training by PEAK SUCCESS ABUNDANCE – Practice Session 1

Customer Service Training by PEAK SUCCESS ABUNDANCE – Practice Session 2

Handling Angry Customers by PEAK SUCCESS ABUNDANCE – Practice Session

  • Develop a pleasing personality
  • Understanding & responding different personalities & caller behaviors
  • Voice training session: develop a pleasant & attractive tone of voice
  • Project the desired company image through the telephone
  • Emotional Intelligence – control emotions
  • Apply the proper comprehensive telephone techniques when dealing with calls
  • Use professional & persuasive language
  • Handling of telephone queries & conflicts
  • Key tips to improve telephone skills & techniques

For all personnel in an organization who wants to improve their customer service skills & achieve success at the workplace

1. WHY IS THE TELEPHONE IMPORTANT?

  • The phone as a business communication tool
  • The role of the telephone in customer relations
  • Internal & external customer

2. BASIC TELEPHONE TECHNIQUES

  • Working the “telephone” magic
  • Dos & don’ts in practicing professional telephone techniques
  • Difference between bad, good & excellent telephone techniques
  • How to correctly address the caller

Individual Assessment & Evaluation
Reflection & Sharing of Experiences

3. SERVICING INBOUND CALLS: FIRST IMPRESSION

  • Project Corporate Image through the phone
  • The importance of image for a company
  • What creates the first impression? How can it affect your company?
  • What’s wrong with most common calls?
  • What can be done: exercise?
  • How do I sound over the phone?
  • Your phone manners
  • Nothing succeeds like the appearance of success
  • Attitude & Mind Set for successful service

Video Show: Servicing Inbound Calls

4. PLANNING THE CUSTOMER CALL

  • Why plan?
  • Steps in preparing to make a call
  • How to plan & time your calls 

5. ANSWERING OF TELEPHONES TO ENSURE TELEPHONE IMPACT

  • How to pick up the phone
  • Identifying the caller
  • What to say?
  • How to handle incoming calls with the added touch of grace
  • How to identify yourself when answering calls

Problem Solving & Creative Thinking

6. MANAGING THE TELEPHONE SCENARIO

  • Practical tips on screening calls
  • What information do you need to ask?
  • How not to offend the caller
  • Screening calls without sounding offensive
  • How to receive calls for colleagues

7. MINIMIZE CALLER’S FRUSTRATION

  • Steps in putting caller on hold: Transferring call
  • Dos and don’ts of transferring a call: Taking complete message – the ABC of it
  • Accuracy, Brevity, Clarity
  • How to take helpful messages: Ending a call
  • What to say and not to say
  • Leaving the line & ending the call: Making follow-up calls
  • Preparing to call – what do you need?
  • Courteous closing statements

Role Play & Presentation

8. DEVELOP AN ATTRACTIVE TONE OF VOICE

  • Your voice inflection – your best voice
  • Using your phone voice effectively: inflexion, diction, loudness/volume, rate of speech, accent, tone, delivery, pitch
  • Self-assessment

Activity: Communication & Sensitivity. “The Ring”. VOICE TRAINING SESSION

9. ACTIVE LISTENING

  • Indications of good & effective listening
  • Listening a critical component of communication.

Activity:Simon says….”. Listening Skill Questionnaire

10. DEALING WITH PROBLEM CALLS

  • Cut them or keep them?
  • Steps in handling problem callers: Terminating the call and not the caller
  • Maintaining the relationship
  • Marinating goodwill

11. MANAGE DIFFERENT CALLER BEHAVIORS

  • Deal with the feeling of the customers
  • Questions to ask to determine the situation
  • Involve the customer in solving the problem
  • Managing different caller behaviors
  • How to assess different behaviors & personalities
  • Assertive Demanding/Angry/Passive/Talkative
    • the long winded caller
    • the caller with a complaint

Who Am I? Personality Test

12. CUSTOMERS ARE OFTEN A CHALLENGE

  • Service with Care. Customer service excellence
  • Human relations & relating
  • Service techniques & tools. Performing to keep the customers

13. CHARTING YOUR POTENTIAL

  • Understand our potentials, customers’ needs. Customer is King!
  • Staying close to your customer. Understanding their needs
  • Why do customers get upset?
  • Steps to take to calm upset customers
  • Assess yourself – calming skills

14. DEALING WITH DIFFICULT CUSTOMERS & COMPLAINTS

  • Encourage feedback from customers
  • Translating customer complaints into positive action
  • Check for frustrations & challenges
  • Dealing with angry customers: DEFUSE
  • Effective complaints management

Activity: “Pushy Partners; Who Started It”
Role Play & Group Discussion

15. CONTROL OF EMOTIONS

  • EI in interpersonal & communication skills
  • Emotion: E (Energy) in Motion
  • Eliminate stress
  • Getting rid of negative emotions

16. STEPS TO DEVELOP A POSITIVE MENTAL ATTITUDE

  • A positive attitude can bring success
  • Close the gap between your words & your actions
  • Avoid & eliminate negative thoughts & influences that can destroy us. Transform negative attitudes to positive ones
  • Ways to build and maintain PMA
  • Remove mental blocks, overcome resistance to change. Empower yourself & take charge of your future                        

Video Show: “And When You Fall”

COURSE METHODOLOGY

Accelerated Learning Technique based on the 4Ps: Preparation, Presentation, Practice, Performance

To make the training effective & thought provoking yet lively & entertaining, the trainer utilizes a combination of various training methodologies including a combination of expert input plus practical sessions including:

  • Instructions, Group Discussions, Presentations, Video Films & Clips
  • Brainstorming Sessions, Practical Hands On Sessions
  • Demonstrations, Role Play, Games & Activities
  • Creative Music, Visualization, Clearing Techniques
  • NLP Tools, Notes & Hand Outs, Group & Individual Exercises

HAMIDAH HASHIM

She has been an independent corporate training consultant since 1993. She has a unique background in management, finance and banking. The past twenty-two years she has conducted training in management development, communication and image management which has earned her excellent feedback from participants due to her fun and engaging training style.

Ms. Hashim pursued I.C.S.A. in ITM (1980-1984) where she was offered a scholarship by the former BBMB. She then worked for more than eight years in operations and training with the Bank. It was during this time that she obtained a Certificate in Training & Development (ITD, U.K.) and attended the Diploma course in Training Management. She also attended the consultancy program “Loyalty Management” in Oslo, Norway where she learned about strategies on creating a customer loyalty culture. Hamidah is a PSMB/HRDF-recognized trainer.

Her training experience includes conducting numerous public seminars in areas of Communication, Corporate Image and Customer Service. She has also conducted many in-house programs for multinational companies (such as IBM, Panasonic, HSBC), Malaysian companies, higher learning institutions/universities as well as government agencies in Malaysia and Brunei.

Ms. Hashim’s forte is in personal skills which include Customer Service, Communication, Corporate Image and Train-the-Trainer. Hamidah has also appeared on RTM’s “Selamat Pagi Malaysia” to speak on topics like Personal Change and Communication Skills. In Image Management; Hamidah has had the opportunity to learn from the best in the industry; Robert Pante, a renowned image consultant from the US and an Australian color consultant. A firm believer in continuous improvement (kaizen), Hamidah regularly attends courses to enhance her knowledge and skills as a professional trainer.

Her other training experience includes; being  an active volunteer and was a board member with AFS/ABM International & Intercultural programs where she conducts workshops on cross-cultural learning for Malaysian families and foreign students.  She has also made a presentation on ‘cross-cultural adaptation skills’ in Dunedin, New Zealand for an international conference attended by participants in the Pacific region.

Among the organizations that had enjoyed Hamidah’s in-hou­­­se programs are as follows:

  • Ambank – Corporate Image & Etiquette
  • IBM (Global Services) – Customer Service, and Corporate Image
  • Celcom – Professional Grooming
  • CIMB (Secretaries) – Corporate Image & Etiquette
  • Sunway Group – Interpersonal Skills
  • Monash University – Grooming for Interviews
  • Bank Simpanan Nasional – Customer Service, and Corporate Image
  • Asian Finance Bank – Customer Service
  • Kuwait Finance House – Customer Service, and Corporate Image
  • Bank Islam – Customer Service
  • Panasonic – Team Synergy, and Interpersonal Skills
  • Petronas Penapisan – Corporate Image & Etiquette
  • MTDC – Corporate Image & Etiquette
  • Burger King – Customer Service
  • Hotel Maluri – Customer Service, and Corporate Image
  • Proton Edar – Corporate Image & Etiquette
  • NAZA Motors – Corporate Image & Etiquette
  • Securities Commission – Corporate Image & Etiquette
  • Telekom – Corporate Image & Etiquette
  • TNB – Customer Service
  • UMMC – Customer Service
  • LITRAK (LDP & Sprint) – Customer Service
  • PTPTN – Customer Service, and Corporate Image
  • S.P.A.D – Customer Service
  • SPNB – Customer Service
  • PSMB – Customer Service
  • MARA – Presentation Skills
  • AFS – Presentation Skills, & Counseling Skills
  • Istana Budaya – Corporate Image & Etiquette
  • Khazanah Nasional – Time Management
  • Kementerian Kerja Raya – Corporate Image & Etiquette
  • Kem. Pembangunan Wanita – Interpersonal Skills, & Grooming
  • Kementerian Pengajian Tinggi – Interpersonal Skills
  • PDRM (Bukit Aman) – Train-the-Trainer, Team Synergy & Understanding Body Language
  • HSBC (Sales Division) – Go the Extra Mile