CRM 006 – Customer Service / Khidmat Pelanggan, 10 November 2023

Teachers

Zalina Zainal Abidin

Category:

Sales & Marketing (VL) / Virtual Learning Programs /

RM 700.00

CRM 006 - Customer Service / Khidmat Pelanggan, 10 November 2023

Price RM 700.00

Duration: 1 Day

Lectures: Zoom Meeting

Certificate of Completion

INTRODUCTION

Today’s customers are a fast-moving, demanding crowd. They are looking for products and services that are proven yet innovative. They want information at their fingertips. With the right Customer Service management solutions in place, we can help organizations to build and nurture lasting one-on-one relationships with customers. Thus, it enhances the business efficiencies and profitability.

This course will give the participants the idea of getting the right methods how to handle the customer relations as front liners and solve any problem successfully.

OBJECTIVES

At the end of this program, the participants:

To establish excellent customer care culture; develop good working attitudes and personal etiquettes
To understand the elements of successful customer communication and improve skills in this area
To improve time management so we have more time to assist customers.

To move away from comfort zone and upgrade the skills and improvements in life.
To learn the root cause analysis and solve problems
To understand the creative and analytical way how to plan a new proposals for customers.
To practice team work and relations improvement.

PARTICIPANTS

Open to all staff who deal with customers

TRAINING MODULES

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First Day (9am - 1pm)

MODULE 1: BUILDING CAREER TOWER

Seminar

To build “Career Tower” from Lego Pipe
To identify the challenges and stick along the tower
Group presentation of the analysis
Call Out Group Slogan
3 learning factors from this Module

MODULE 2: CUSTOMER COMPLAINTS AND CUSTOMER PERSONALITY

Practice

Importance of standard greetings
From whom and to whom
What are complaints
Difference of complaint between hypermarket and other services
Examples of complaints – trainer’s experience
Activity – What upset you as a customer
Why do customer complaint
Ownership with customer
DISC Personality Test
Application of DISC as a tool to communicate.
Left brain and Right brain
Activity – 16 Roped Triangles (how far people understand your explanation within the scope of left brain and right brain
3 learning factors from this Module

MODULE 3: IDENTIFY PROBLEMS AND SOLVE COMPLAINTS

Practice

Identify customer’s problems and solve effectively
Plan – Do – Check – Action
Application of PDCA in day – to day work tasks
Solve the challenges from the Career Tower
3 learning factors from this Module

MODULE 4: TIME MANAGEMENT

Practice

Principle of time management
Overcoming distractions and interruptions
Biodata of time
Know your time wasters – work more with less time
Calculate your cost
To calculate how much you are been paid for
TIME MATRIX
Case study – Pak Abu and his lemon farm
3 Learning Factors

First Day (2pm - 5pm)

MODULE 5: CREATIVE AND ANALYTICAL THINKING IN HAVING ALTERNATIVES TO COMPLETE TASKS VIA MIND MAPPING – CREATE NEW EVENTS FOR CUSTOMERS

Exercise

What is Mind Mapping and the use of it.
Be creative and develop more ideas for self and work improvements
Creative identifying 6 components
Examples of Mind Mapping
2 types of Mind Mapping
Participants will be given certain situations at work. Apply Mind Mapping techniques to see the alternatives you can have before achieving the objective.
3 Learning Factors
To identify the challenges and stick along the tower
Group presentation of the analysis
Call Out Group Slogan