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  Facilitator  
  CERENE SF CHIN
 
  Trainer & Consultant  
   
   
  Event's Profile  
 
Date : 05 & 06 December 2018
Time : 9am - 5pm
Venue
:
Suite 7-5, Level 7
Wisma UOA II
21, Jalan Pinang
50450 Kuala Lumpur
 
   
  Registration  
  Online Registration, please
 
   
  Registration via Fax,
please download form here
and fax it to (603) 2713 6869.
 
   
  PM Resources' Contact  
 
(603) 2713 6868
(603) 2713 6869
training@pm-resources.com
www.pm-resources.com
/training-series/
 
   
  Sharing  
 
 
   
     
   
  In-house Training  
  Apart from the above program, the following are also available for in-house training:
 
   
 
1. Customer Care and Service Excellence
2. Effective Production Planning & Warehouse Control to Ensure Quality & In Time Delivery to Customers
3. Understanding Goods & Service Tax for Retailing Industry
4. Understanding Goods & Service Tax for Construction & Engineering Industry
5. People Skills for Managers
6. Advance Brainstorming & Mind Mapping for Management Decision Making
7. Sales Negotiation
8. Developing Effective Employee Handbook
 
   
   
 
 
Service Excellence - Business Success Enhancer
A 2-Day Programme
Date : 05 & 06 December 2018 (Wednesday & Thursday)
Time : 9.00 am - 5.00 pm
 
Introduction
 
One way to ensure business growth is having the people in the organisation to provide quality customer service with a heart. Customer service begins with one’s attitude and serving passion. By learning and putting sound service skills into daily use, the service providers could truly be successful and more professional in providing excellent service in the course of customer interactions. Customer service done right indeed enhances any business successes especially in the hypercompetitive markets.

Objectives
 
The program should achieve the following objectives:
Develop positive service paradigms for work life
Revive an optimistic and professional outlook for self-image and service roles in the organisation
Create an awareness that customer service is everyone's responsibility
Appreciate customer satisfaction is the foundation for organisational success and profits
Apply useful guidelines in creating meaningful and long term customer connections
Learn and practice essential telephone skills
Develop happy attitudes in serving the customers
 
Programme Outline
Module One
Setting the "Right" Service Mindset
Developing an open mind to learn and improve on the job
Projecting a positive self-image at all time
Module Two
Importance of Service at Work
Understanding customers'needs and expectations
Filling in service gaps with components of service excellence
Module Three
Dimensions and Characteristics of Quality Service Delivery
Serving as service leaders - The 4 crucial roles
Serving as service providers - the KASH fundamentals & 6 attributes
Module Four
Undertaking Service Challenges Positively
Identifying factors causing difficult customers
Listening - the first step to managing complaints
Utilising critical steps in handling complaints
Module Five
Importance of Telephone in the Organisation
The customer's perception and customer service call
Assessing your voice and telephone skills - reality check
Essential telephone courtesy
Module Six
Communicate Positive Image in Customer Service
Creating pleasant first impressions
Observing pointers on personal hygiene and grooming
Paying attention to "unspoken" details
Module Seven
Team Working for Win - Win Service Results
Understanding the importance of teamwork in customer service
Developing positive team-working spirits for service harmony and motivation
Module Eight
Creating Personal sustainability in customer Service
Assessing what works and what can be done differently
Formulating action plans for personal enhancement
For more programme’s details, please
Who Should Attend
Receptionist, telephonists, customer service staff, sales assistants, service team leaders and any service provider who seek improvements
Methodology
The workshop is interactive and participative allowing participants to internalize the concepts and knowledge learnt. There’s a mixture of lectures, role plays, skill practices, discussions, games, group dynamics, simulations and reflective exercises to integrate learning
Your Investment
The early bird date is November 20, 2018
Early Bird
RM1, 431 per participant
Standard
RM1, 537 per participant
Group 3 for 2
RM3, 074
(1 Free for Every 2 Participants)

All fees above are inclusive of tea break, lunch, training material, certificate of attendance and also 6% GST.
 
 
 
 
PM Resources Sdn Bhd (Co. No. 466686-P)
Suite 7-5 Level 7, Wisma UOA II, 21 Jalan Pinang, 50450 Kuala Lumpur | Telephone: +603 2713 6868 | Fax: +603 2713 6869 |
Email: training@pm-resources.com | Website: www.pm-resources.com/training-series

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