Developing And Implementing Customer Service Strategies

Upon completion, participants shall be expected to:

• Clarify and accurately assess customer needs using appropriate communication techniques
• Diagnose problems matching service delivery to customers and develop options for improved service within organisational requirements
• Provide relevant and constructive advice to promote the improvement of customer service delivery
• Ensure customer service strategies and opportunities are promoted to designated individuals and groups
• Promptly action procedures to resolve customer difficulties and complaints within organisational requirements
• Use business technology and/or online services to structure and present information on customer service needs
• Maintain systems, records and reporting procedures to compare changes in customer satisfaction
• Ensure that decisions to implement strategies are taken in consultation with designated individuals and groups
• Review client satisfaction with service delivery using verifiable data in accordance with organisational requirements
• Identify and report changes necessary to maintain service standards to designated individuals and groups
• Prepare conclusions and recommendations from verifiable evidence and provide constructive advice on future directions of client service strategies

• Managers
• Executives
• Business proprietors 

Module 1: Steps to developing a customer service strategy Service Dimensions All Customers Care About Activity: Where do we stand with our customers?

• The external environment impact on service and business
• Understanding the components of the external environment
• Internal features of your business
• The importance of reputation and branding
• Know your customer groups and exceeding customer expectations  
• Activity: Developing actions based on the external and internal environments

Module 2: Conducting Customer Satisfaction Survey

• Developing sharp survey questions
• Collecting and analysing data for specific purposes
• Impact on Customer Service Strategies Index
• Developing strategy based on survey data results
• Activity: Data collection, calculation, Customer Service Index determination, Strategy Statements

Module 3: SWOT ANALYSIS

• Case studies : SWOT analysis to identify your company’s service strengths, weaknesses, opportunities and threats.
• Developing strategy through creating relationships between internal and external factors that influence service

Module 4: Process mapping explained

• Hands-on activity: Mapping individual “AS IS” service processes to find gaps
• Hands-on activity: Developing “TO BE” service process maps for improved service and to resolve customer difficulties and complaints

Module 5: Customer Service goals and critical success factors in Customer Service

• Hands-on activity: Service goal setting and strategy action planning

Module 6: Monitor and evaluate progress

• Measuring service quality for continuous improvement
• Using Customer Service data for KPI’s measurement
• Service levels best practices
• Setting customer service KPI’s for frontliners
• Customer Relation Management (CRM) technology and software as a service enhancement and measurement tool.

Interactive Presentation, Role play and Real Life Case Studies

MR S MOGHAL
 
Mr S. Moghal  is a Certified Trainer by HRDF, Malaysia. He brings to you over 15 years of experience in call centre training, customer services, telesales and tele-debt trainings and consultancy. He believes that front-liners deserve to be assured of their importance in the overall mix of the organizational structure.
 
The experiences that he has injected into his call centre training and consultancy date back to 1990 when he began his career as a call centre 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 within call centre teams in a multitude of industries including Media Prima, Banking, Insurance, Manufacturing, BPO companies, Pharmaceutical Sales Companies, Software Developers and more.
 
This experience as a customer service trainer and project coordinator has been instrumental in the development of his understanding of call centre agent and team leader psychology, what drives each position and how skills are developed in each area.
 
He is a GEM as a trainer. He is active, friendly and approachable. He makes his participants feel at ease and relax during his sessions. He’s highly pragmatic and only shares and trains what he know best to help participants gain the pertinent skills to enhance their own confidence and effectiveness.
 
Mr Moghal is the founder of The PLEASE!™ Workshops which train front liners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate. The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. A powerful too, especially in Call Centre Agent skills development. His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!!
 
Here is a list of call centre training and clients that he has done:
1.Maxis Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader  assessment and training 
2.Reliance Berhad Call Centre – High Impact Telesales Skills (Assessment & Training) 
3.Affin Bank Berhad Call Centre–Telephone debt collection skills
4.HSBC Bank Malaysia Berhad – Branch TELESALES training of financial products
5.HSBC Bank Malaysia Berhad Call Centre – CRM training for the DRM Team
6.Hong Leong Group Call Centre – Finance, Bank, Assurance and Customer Service 
7.Honda Malaysia Sdn. Bhd. – Call Centre Customer Service
8.ING Insurance – Employee benefit sales and service skills
9.The Bank of Nova Scotia Berhad – Financial products telesales
10.Malaysia National Insurance Call Centre – Sales training for a Child Education plan
11.Legend Hotel Call Centre– Time Share appointment and Customer Service training
12.Palace of the Golden Horses - Time Share Telesales
13.Bumiputra Commerce Bank Berhad Call Centre –Phone Banking telesales
14.Malaysian Oxygen Berhad  Call Centre – Call Centre Telesales & Teleservice
15.Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training
16.New Straits Times– Classified Ads-Call Centre & Face to face service
17.Utusan Melayu Call Centre – Classified Advertising-Outbound Telemarketing Skills
18.Elken Sdn Bhd – Counter Service / Effective Communication / Customer Service 
19.British American Tobacco – Effective Communication and Selling Skills (Kent)
20.Yellow Pages Call Centre – Appointment setting Skills
21.MNI Oneline Call Centre – Telesales and Teleservice training 
22.Zuellig Pharma Call Centre -  Customer Service and Team Leader Training
23.Eon Bank Call Centre – Debt collection and Call Centre Customer Service
24.AmAssurance Call Centre – Setting up a new Telesales Unit & Call centre training
25.RHB Bank Call Centre– Outbound Telesales Training
26.Maybank Group Contact Centre – Outbound Telesales Skills (Insurance products)
27.OCBC Bank (Malaysia) Berhad – Outbound Telesales Skills transactional banking
28.Bank Rakyat Call Centre – Telesales and Service training 
29.SP Setia – Outbound Telesales skills
30.Bonuslink Call Centre – Outbound Telesales Skills & Inbound Customer Service
31.Etiqa Insurance Berhad – Brand Delivery training campaign
32.CSC Malaysia Berhad BPO Call Centre– Ensuring contact centre success
33.Mitsubishi Motors Malaysia – Call centre Customer Service Skills
34.Mimos Berhad – Mutiara Smart Computing – Call Centre Customer Service Skills
35.Citylink Express Courier Call Centre– Call Centre Customer Service Skills
36.POS Malaysia Call Centre – Pos Laju Call centre debt collection skills
37.Sunlife Insurance – Call Centre Customer Service Skills
38.DKSH Malaysia – Call centre agent assessment and one to one coaching
39.Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales 
40.Corporate Information Travel – Service Based Telephone Techniques & Handling Difficult Callers
41.HRDF – PSMB Call Centre Customer Care Excellence
42.Gabungan AQRS Berhad – Communication Skills
43.Marsh Insurance – Call centre customer service skills
44.Charity fundraising, Donor Acquisition & Retention Skills training for the following entities:
 
MALAYSIA
UNICEF MALAYSIA, MAKNA - (Majlis Kanser Nasional) or National Cancer Council Malaysia, NKF – National Kidney Foundation, WWF MALAYSIA, BUDIMAS – Charitable fund for orphanages, SUKA SOCIETY - Set up to protect and to preserve the best interests of children
 
SINGAPORE
BONE MARROW DONOR PROGRAMME (BMDP), SINGAPORE HEART FOUNDATION (SHF), World Wildlife for Nature (WWF), Singapore Cancer Society (SCS), Singapore Senior Citizens’ Home (SASCO), Special Olympics Asia Pacific (SOAP), 365 Cancer Prevention Society (365 CSP)
45.BHP Billiton – Customer Service Excellence
46.Aeon Credit Services Sdn. Bhd. – Telesales for financial services
47.Ekovest Berhad Highway Project – Call centre customer service
48.Korean Airline – Concentrix – De-fusing angry customers for 2nd support level Team Leaders
49.MPI Generali Insurance – Customer Care Excellence
50.Google Malaysia Business Partner – Locus-T – Telephone Appointment Setting and Call Centre Team Leadership Skills
51.Google Malaysia Business Partner – Locus-T – Customer Service Skills and Serivce Team Leadership Skills
52.ELK Desa Capital Sdn. Bhd. – Hire Purchase Debt Collection Skills through the phone
53.MCIS Insurance – Call Centre Customer Service consultancy & training 
54.KWSP – EPF Debt Collection Enforcement training
 
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“I now feel confident in my ability to overcome obstacles in managing difficult customers in my profession. The trainer was really fun and resourceful.” – Executive Secretary, Chemical Company of Malaysia Berhad.
 
“This Customer Service and Response to Complaints course taught me how to be better at my job as a customer service assistant. It improved my skills and knowledge in the related fields. The trainer did a good job. Very nice!” – Front Desk, Global Facilities Management Sdn. Bhd.
 
“Before I attended this Customer Service and Response to Complaints training I really felt like I needed to increase my Customer Management and EQ skills. I felt great and posiive after I completed this course. This program taught me how to improve my skills in customer service and how to approach difficult people and how to respond to complaints professionally. The trainer was great. I really wish to be as firm and good as the trainer.” – Customer Liason Officer, Energy Management Services Sdn. Bhd.

Upon successful completion of this program, you will receive a Certificate of Achievement.

1. By Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. Bank Transfer- You can also opt to bank transfer payment via local / international banks. Please send payment slip as proof of payment.
3. HRD Corp Claimable Courses Skim Bantuan Latihan Khas - Applicable to Malaysian Employer Only

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