Excellent Customer Service & Response to Complaints

By the end of this excellent customer service course, participants will be able to:

• Enhance Understanding of Customer Service Role: Train participants to understand the pivotal role of customer service in ensuring the company's success and improving client retention.
• Develop Advanced Communication Skills: Equip staff with the skills to identify and adapt to different communication styles, and effectively use both verbal and non-verbal communication techniques.
• Foster Empathy and Active Listening: Encourage the development of empathy and active listening skills to better understand and meet customer needs and expectations.
• Improve Questioning Techniques: Teach techniques for asking open-ended, specific, and relevant questions to gather comprehensive information and clarify customer needs.
• Build Strong Customer Rapport: Guide participants on techniques to establish and maintain trust and a positive connection with diverse customer types.
• Manage Difficult Interactions: Provide strategies for maintaining composure and control when handling challenging or upset customers, ensuring professional interactions.
• Deliver Exceptional Customer Experiences: Train staff to exceed customer expectations by offering personalized service and unexpected extras that foster loyalty and satisfaction.
• Utilize CRM Tools Effectively: Demonstrate how to leverage CRM tools to enhance customer relationships through better data management and personalized service.
• Implement Proactive Service Measures: Teach proactive service strategies to anticipate and address potential customer issues before they escalate.
• Cultivate Long-Term Customer Relationships: Develop strategies for continuous engagement and communication to nurture long-term relationships with customers, ensuring ongoing business and referrals.

Customer Service Excellence” will equip executives, staff and management with the latest customer service skills and training with cutting-edge activities to provide them with hands on experience to enhance learning and retention to result in definite improvement of service. This programme will be of most benefit to:

• Customer Relations
• Customer Service
• Customer Care
• Customer support
• Call Centres / Contact Centres
• Guest Relations
• Client Relations
• Key Account Management
• Sales
• Frontline employees
• Secretaries & personal assistants
• All employees who work with customers or interested in practicing effective customer service skills

DAY 1: 9:00AM – 5:00PM

9:00am – 10:30am
MODULE 1: INTRODUCTION TO CUSTOMER SERVICE
•    Overview of customer service and its importance.
•    The role of customer service in the company’s success.
•    Understanding customer needs and expectations. 

10:30-10:45: TEABREAK

10.45am –1pm
MODULE 2 : CUSTOMER SERVICE: COMMUNICATION SKILLS 
•    Identifying communication styles and how to use different styles
•    Verbal and non-verbal communication skills, including tone, clarity, and body language.
•    Importance of feedback collection and effective follow-up to ensure customer satisfaction and continuous improvement.

1:00 – 2:00pm: LUNCH BREAK

2:00pm – 3:30pm

Module 3: Seek To Understand & Asking the Right Questions
•    Training on the importance of empathy in customer service; practicing how to actively listen to understand the customer’s perspective and underlying needs, not just their immediate requests.
•    Techniques for framing questions that are open-ended, specific, and relevant to guide the conversation effectively and gather detailed information.
•    Strategies for paraphrasing and summarizing what the customer says to confirm understanding and show that their concerns are being taken seriously.
•    Using the information gathered through skilled questioning to identify the best solutions and alternatives for the customer’s issues.

3:30- 3:45pm : TEABREAK

3:45pm – 5:00pm

Module 4: Building Rapport and Understanding Different Types of Customers
•    Techniques for establishing trust and a positive connection with customers, such as using their name, mirroring their communication style, and showing genuine interest in their situation.
•    Identifying and adapting to various customer types such as assertive, amiable, analytical, and expressive to tailor communication effectively.
•    Strategies for customizing interactions based on customer history, preferences, and prior interactions to enhance customer experience and loyalty.
•    Long-term strategies to maintain rapport, including regular follow-ups, personalized offers, and consistent, quality service that meets customer expectations.
5:00pm: END OF DAY 1

Day 2: 9:00 – 5:00 pm
9:00- 9:05am: RECAP DAY 1

9:05am – 10:30am

MODULE 5:  Maintaining Control, Empathy, and Patience in Complaint Handling and Establishing Customer Needs
•    Techniques for staying calm and composed, using a structured approach to manage conversations and keep interactions professional, even when faced with challenging or upset customers.
•    Methods to show understanding and concern for the customer's feelings and frustrations through verbal affirmations and empathetic language, which can help defuse tense situations.
•    Strategies for managing one's own responses, allowing the customer to express their concerns fully without interruption, and addressing each point with thoughtful consideration.
•    Skills for asking targeted questions and listening carefully to uncover the root causes of complaints and the underlying needs of customers, enabling more effective and satisfying solutions.

10:30-10:45: TEABREAK

10:45am – 1:00pm

Module 6 : Winning the Customer’s Heart 
•    Going beyond the basic requirements of service by offering unexpected extras, personalized attention, or faster solutions can significantly impress and delight customers, fostering loyalty.
•    Ensuring every touchpoint with the customer is positive, from greeting to problem resolution, reinforces a positive brand image and builds a strong emotional connection.
•    Customizing services and communications to align with individual customer preferences, histories, and specific needs demonstrates a commitment to understanding and valuing the customer.
•    Showing sincere gratitude for their business, acknowledging customer milestones, and even small tokens of appreciation can make customers feel valued and deepen their emotional engagement with the brand.

1:00 – 2:00pm: LUNCH BREAK
2:00pm – 3:30pm

Module 7: Dealing with Difficult Customers
•    Techniques for maintaining composure under pressure, such as deep breathing and pausing before responding, to handle aggressive or upset customers effectively without escalating the situation.
•    Prioritizing understanding over resolution at first by actively listening to the customer's concerns and empathizing with their situation, which can diffuse anger and open the path to solutions.
•    Shifting the conversation from problems to solutions by acknowledging the issue, exploring alternatives, and working collaboratively with the customer to find a satisfactory resolution.
•    Turning challenging interactions into positive outcomes.

3:30- 3:45pm : TEABREAK

3:45pm – 5:00pm

Module 8: Maintaining & Improving Customer Relationships and Maximizing Powerful Customer Handling Concepts
•    Continuous Engagement and Communication.
•    Importance of follow-ups and consistent communication.
•    Leveraging Customer Relationship Management (CRM) Tools
•    Implementing Proactive Service Strategies
5:00pm: END OF TRAINING

• Quizzes: For lengthy training, pause periodically for brief quizzes on covered material. Start with a pre-quiz and end with a follow-up quiz to keep trainees engaged and motivated, with awards for top or most improved scores.

  Small Group Discussions: Divide participants into small groups to tackle case studies, enabling experienced employees to share insights with newer team members.

  Case Studies: Use real job-related situations to help employees develop problem-solving skills and understand job elements in creating solutions.

  Active Summaries: Have small groups summarize key points, with a team leader presenting to the class; compare with a prewritten summary for discussion.

  Q&A Sessions: Ideal for small groups, Q&A works well for skill updates or procedure changes, followed by a discussion.

  Question Cards: Ask participants to write questions during the lecture for a later quiz or review session.

  Role-Playing: Employees act out workplace scenarios to develop interpersonal skills like customer service, interviewing, and supervision.

  Participant Control: Provide a menu of topics and let participants choose which ones to cover next.

  Demonstrations: Show step-by-step processes or new methods being taught.

  Additional Activities:

  • Develop a personal action plan
  • Paraphrase key points from the lecture

Our consultant is an experienced specialist in professional development and digital marketing.
She has been spearheading a global development company, primarily the management consulting wing specializing in providing world class professional development, human capital development and social media marketing solutions. She was involved with ensuring progressive growth of the business through management of its Advisory functions. Currently she is the CEO of a digital marketing firm in Malaysia.

Her everyday role entails; strategic planning, managing and leading teams in diverse roles, sales/ marketing/ advisory/ operations management, digital marketing, market expansion strategies, business development initiatives, competitive and market intelligence, determining pricing strategies and control and monitoring of budget/spend of products under the portfolio.
Her unique interpretation of online business allows her to travel the globe as a speaker, trainer and consultant, working with multiple organisations.

She has served participants from:
SIRIM , Malaysia
MATA , Malaysia
Palace of the Golden Horses, Malaysia
Royal Chulan, Malaysia
Bank Islam, Malaysia
B Braun Malaysia
Total Worx Asia
Lafarge Cement
PETRONAS Malaysia
Dragon Oil Dubai
Halliburton
Zimbabwe Power Corporation
Canon
National Bank Of Malawi
PNG Ports Corporation Limited
Qatar Petroleum Company
Qatar Petrochemical Company (QAPCO)
The Tanzania Institute Of Bankers
Alinta Energy Sydney, Australia
Celestica Malaysia Sdn Bhd

We have a faculty of specialists who can cater to your organisation's different levels and specific needs.

For training and advisory services, feel free to contact us at info@itrainingexpert.com or call us at +603 8082 3707 | +603 8074 9056 | +6012 6869 628 | +6018 2175 123

“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.

“I was not interested to attend this training initially. However, I learned more about how to handle different type of customers. After the training, I felt very motivated and interested in more training session like this. The trainer did not make me feel bored and the training was interesting. She is one of the best trainers I have met.”_ Durgaa Thasarathan, Billing Executive of ViewQwest Management Sdn Bhd

“During the course, I learned about how to be good at handling customer/people’s emotions. After the training, I felt I could practise what I’ve learned throughout the course. The trainer is great trainer, would everyone to attend her programs.” Muhammad Fadhil, Technical Support Engineer of ViewQwest Management Sdn Bhd

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

1. Online Payment 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 use GIRO or telegraphic transfer of payment via international banks.

3. HRD Corp Claimable Courses Skim Bantuan Latihan Khas (Applicable to Malaysian Employer Only) 

We'd happy to help.
Feel free to talk to us today, however most suitable for you.
Mobile call/ whatsapp: +6012 6869 628 | +6018 2175 123
Office: +603 8074 9056
Email: info@itrainingexpert.com
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