Quality Dynamics Consultancy Sdn Bhd presents

Feb 13, 2012 (9am - 5pm) at Holiday Inn Glenmarie, Shah Alam

Customer Service & Telephone Techniques

(by Dr. Sathivalu )

objectives

In today’s competitive business, there is always a need to be in the forefront of your competitors. Excellent customer service is viewed as a key element to build and upkeep corporate image and to ensure repeat business. Therefore it has become the more important for organizations to build and nurture a customer focused culture. Many organizations have realized this. They have taken positive steps to make their staff customer focused. This program is geared towards providing the participants a complete picture of the importance of providing excellent customer service, both over the telephone or in person. Providing excellent customer service is everyone’s business. It is on – going. Training, coaching and constant reminders are essential to maintain this customer focused culture. This practical oriented workshop intends to do just that.

program content

1. Customer Service
     - Concept of Customer Service
     - Understanding the Psychology of the Customer
     - Who is a Customer?
     - Importance of Customer Service
     - Building a Customer Oriented Culture

2. Importance of Attitude in Customer Service
     - Understanding Attitude.
     - Identifying Positive Attitudes from Negative Attitudes.
     - Importance of Attitude in Building a Service Oriented Culture.
     - Attitude and Image
     - Presentation of Oneself

3. Telephone Techniques
     - Telephone Communication: Purpose and Advantages
     - Handling the Telephone
     - Your Voice
     - Receiving Calls
     - Greeting Callers
     - Introduction
     - Effective Listening
     - Managing Objections
     - Taking Down Messages
     - Transferring Calls
     - Filtering Calls
     - Managing Difficult Callers
     - Ending the Call
     - Follow – up Call
     - Giving Bad News
     - Statements to Avoid

4. Towards a Customer Oriented Culture
     - Characteristics of a Service Provider
     - Recognizing Strengths and Weaknesses in Providing Service
     - Preparation of an Action Plan towards Building a Customer Oriented Culture.

methodology

An interactive approach involving lectures, case studies, self-assessment, questions and answers, simulations and games would be adopted.

who must attend

Especially designed for all employees who are in daily contact with customers. It will specially benefit receptionists, counter staff, customer service personnel, telephone operators, and other front line personnel.

investment fee / early bird by 30/01/2012

Standard: RM 740.00 / RM 640.00 per participant

Group discount: RM 710.00 / RM 610.00 per participant for a minimum of 2 participants from the same company

(Fee inclusive of Refreshment, Buffet Lunch, Training Bag, Handouts, & Certificate of Completion)

registration & payment

PROGRAMS ARE CLAIMABLE UNDER SBL SCHEME

Please register online through www.qdc.com.my or call 03-78054587 / 03-78044196. Our phone line operation hours are from 8:30am to 6:00pm from Monday to Friday.

All registration MUST be accompanied with PAYMENT.

Completed registration form with CHEQUES should be made in favor of "Quality Dynamics Consultancy Sdn Bhd" and sent to:

QUALITY DYNAMICS CONSULTANCY SDN BHD
No. 343, Block A, Kelana Centre Point, No.3 Jalan SS7/19,
Kelana Jaya, 47301 Petaling Jaya,
Selangor, Malaysia.

Tel : 03-78054587 / 03-78044196
Fax: 03-78054514
E-mail: training@qdc.com.my
( Wani/ Thang )

PSMB Reg: 0938

(FEE PAID IS NOT REFUNDABLE but replacement may be made at no additional cost. Quality Dynamics Consultancy Sdn Bhd reserves the right to cancel or reschedule the above course and shall inform participants of the changes)

COURSE FACILITATOR - DR. SATHIVALU

Sathivalu graduated from the University of Malaya in 1971 with a Bachelors degree (hons.). Later, he completed a Diploma in Management program from Malaysian Institute of Management. His master degree in Human Resource Development is from Universiti Putra, Malaysia. He completed a Doctor in Business Administration program from Preston University, United States of America. He has also attended various specialized training programs.

He has more than 30 years of working experience in various capacities both in the public and the private sectors. His working experience includes being a graduate teacher, senior officer, hotel director, project manager, department head, industrial relations manager, college head, consultant, lecturer and a trainer. Currently he is a consultant trainer to a number of organizations for whom he has developed and conducted many training programs. For the University Malaya Centre of Continuing Studies (UMCED), he developed the program contents for the Certificate in Management; the Diploma in Management and the Diploma in Business Administration programs. He has tutored candidates from Bangladesh and Cambodia under the Technical and Vocational Educational Project and given orientation talks to students from United States of America.

Having had hands on experience in various capacities, his areas of expertise include Human Resource Management, Training and Development, Industrial Relations, Customer Service, Management Development, Organizational Development, Teambuilding, Leadership, Business Communication, Business Ethics, Secretarial Development, Managing for High Performance, and etc.