22-23 April 2015 | 8-9 October 2015, Armada Hotel, PJ

OVERVIEW

Visit http://www.itrainingexpert.com/course-calender.asp for latest dates and venue

SUITABLE FOR

This is an unusual "Excellent Customer Service" workshop takes a

highly practical approach to enhancing craft out and instill
behavioural skills for Service professionals so that they confidently
serve with a wow effect.

Frontliners in Customer Service based Team, Customer service in

house trainers, supervisors,
Front desk / Front office assistants and supervisors, Receptionists
and Secretaries.

Excellent Customer Service is really the No 1 advertisement for any

organisations. Aside from the Going the Extra Mile and Exceeding
Customer's Expectations, this training sharpens our personal
communication skills and product knowledge.

DURATION
2 full days ; 9.00am 5.00pm
COURSE OUTLINE

This 100% activity based session is designed to help delegates to

service and prosper through a service -from -the-heart driven
culture. The activities are easy to participate in and quick at
generating meaningful discussions and skill improvement among
participants. Each activity allows for a thorough examination of
performance and formulation of meaningful strategies to create a
true culture of service.
WHY ATTEND THIS POWER COURSE
By the end of this excellent customer service course, participants
will be able to:

Understand the elements of successful customer

communication and improve skills in this area Structure
customer contact more effectively

Improve questioning and listening skills

Identify customers real issues and match with appropriate

solutions

Build better relationships with customers using empathy

Recognize each customers unique personality and tailor

dialogue accordingly

Identify their own stress triggers and develop action plans to

overcome them

Learn how their own body language can improve

communication with customers

Understand the importance and impact of the telephone as a

service tool

Day 1-9:00am - 5:00pm

Module 1: Understanding Different Customer Behaviors and
Coping Strategies
Module 2: Mastering active listening
Unearthing the underlying problem and offer the
solutions
Module 3: Expanding Your Questioning skills

Using the right tone

Probing skills

Asking the right questions not the wrong ones that

annoy customers more
Module 4: Understanding customers' psychology through
Empathy
Day 1 ends with your prepared scripts in handling complaints and
highly strung clients.

Day 2- 9:00am - 5:00pm

ITRAININGEXPERT GLOBAL PLT (LLP 0000201-LGN)

Corporate Admin Headquarters: No 9, Jalan BK 8A/2, Bandar Kinrara, 47180 Puchong, Selangor, Malaysia
Tel: +603-8074 9056 |
Fax: +603-8082 4164
Email: info@itrainingexpert.com
Website: www.iTrainingExpert.com

Module 5: Strategize to calm difficult or angry customers

INVESTMENT
Module 6: Handling service complaints with confidence and
control
Module 7: Dealing with hecklers, angry, irate, unreasonable
customers through multiple scenarios
Module 8: Follow up and resolve customers' issues no matter
what it takes while adhering to the boundaries of internal
policies and procedures
Module 9: Destressing After a Day's of Hardwork
Day 2 ends with a consolidation of scripts to handle the different
types of difficult customers and skills to handle people better as
well as your own emotions.

REGISTRATION
Download Registration Form: http://www.itrainingexpert.com/Registration/
Registration Online: http://itrainingexpert.com/course/41/Excellent-CustomerService.html

METHODOLOGY
Interactive input, case study presentation, group discussion and role play.
COURSE LEADER

Normal price:
RM 2590.00 | US 950.00 per delegate
*Early Bird Price:
RM *1990.00 | US 750.00 per delegate
(Payment must be made 14 days before the course commence)
Group Registration: RM 1890.00 | US 700.00 per delegate for a minimum of 3
participants register together.
(*Fee inclusive of Buffet Lunch, Refreshment, Training Materials Certificate of
Achievement)
* Fee is not inclusive of 6% GST (Effective 1 April 2015)

We Are An Approved Training Provider (Serial No: 5131)

Under SBL Scheme With Pembangunan Sumber Manusia Berhad, Malaysia.
(PSMB/HRDF)

All registrations MUST be accompanied with PAYMENT 14 days after the

issuance of invoice to the event.
Completed registration form with CHEQUES should be made in favor of
"ITRAININGEXPERT GLOBAL PLT".
Bank into "CIMB BANK BERHAD" Account No: 800 356 1683. Swift Code:
Mr S. Moghal comes with has over 20 years of experience in Sales, Customer
Service and Telemarketing for various products and services. He majored inCIBBMYKL. Scan & email to info@itrainingexpert.com the bank-in slip to us.
By submitting the registration form, youve fully read and accept the terms
Communication at Knox College, Galesburg, Illinois, USA. The experiences that
and conditions stated.
he has injected into sales and service training and consultancy date back to
1990 when he began his career as a sales agent in the United States.
Subsequently, he moved up the ranks of agent to team leader to internal
trainer over a period of 6 years. Since then, he has been actively involved with
developing agent and team leader skills in various sales teams operating
successfully in Kuala Lumpur, Malaysia. This experience as a practitioner has
been instrumental in the development of his understanding of agent and team
leader psychology, what drives each position and how skills are developed in
each area.
His experiences range from managing sales in companies that specialize in
selling tangible products such as state of the art telephone equipment to
services such as vacation packages, consulting projects and training seminars.

ITRAININGEXPERT GLOBAL PLT (LLP 0000201-LGN)

Corporate Admin Headquarters: No 9, Jalan BK 8A/2, Bandar Kinrara, 47180 Puchong, Selangor, Malaysia
Tel: +603-8074 9056 |
Fax: +603-8082 4164
Email: info@itrainingexpert.com
Website: www.iTrainingExpert.com