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  Ms. Shamini Hari Dass
  Trainer & Consultant  
  Event's Profile  
Date : 20 & 21 November 2019
Time : 9am - 5pm
Suite 7-5, Level 7
Wisma UOA II
21, Jalan Pinang
50450 Kuala Lumpur
  Online Registration, please register here
  Registration via Fax,
please download form here
and fax it to (603) 2713 6869.
  PM Resources' Contact  
(603) 2713 6868
(603) 2713 6869
  In-house Training  
  Apart from the above program, the following are also available for in-house training:
1. Business English
2. Business Writing Training
3. Effective, Impactful and Memorable Presentation Skills
4. Persuasive Business Communication Skills at Work
5. Effective Supervisory Skills & Personal Development Workshop Outline
6. Stress Management: How to Manage Workplace Stress Effectively?
7. Logistics Concepts & Practices
8. Pengurusan Rantaian Bekalan (Supply Chain)

Wear Your Service Hat & WOW Your Customers
A 2-Day Programme
Date : 20 & 21 November 2019 (Wednesday & Thursday)
Time : 9.00 am - 5.00 pm

Customers work with people they are comfortable with. Lasting relationship are created when excellent service provided. Unfortunately, many service professionals fail to realise that they are brand ambassadors – they represent the company when they interact with customers.

As such this workshop encourages participants to ‘wear their service hat’ at every customer interaction. It introduces participants to the importance of instilling a customer service mind-set.

This workshop equips participants with effective customer service and soft skills to manage a customer and make them go “WOW”. The skills can be used for the face to face interaction or communication over the phone.

The workshop is highly interactive and it uses exciting methodologies to draw insights from participants.

  • How to develop a service mind-set
  • To appreciate the role of the customer to us
  • To understand the needs and wants of a customer
  • To appreciate the importance of WOW for the customer
  • To improve our communication effectiveness with customers
  • To develop the WOW impression and communication skills
  • To improve the way we speak on the telephone
  • To create the WOW whenever we meet customers
  • To learn how to manage difficult customers & complaints
  • Quick & effective service recovery methods
Programme Outline
Module 1: The Service Mindset
  • Service & You: Putting yourself in the Customer’s shoe. What are your expectations as a customer?
  • Service expectations in the experiential economy
  • The impact of a positive & negative customer experience
  • How to provide exceptional customers service
Module 2: Creating the branded customer experience
  • What is the branded customer experience
  • The 4 levels of service
  • Creating a lasting first impression
  • Communicating the WOW customer experience
Module 3: Telephone Skills to WOW your customers
  • The customer interaction cycle
  • The call opening and closing of a telephone call
  • Listening & questioning skills to understand customer’s requirements
  • Develop positive responses and avoid negative responses
Module 4: Service Face to Face
  • The facial expression, body posture and hand gestures
  • Using your eyes, space and smile to communicate
  • Personal space relationship zones
Module 5: Managing difficult customers
  • Causes conflict
  • Stages of conflict
  • Using the HEAT approach to pacify customers
  • Using the ADR Technique to manage any type of difficult customer
Module 6: Handling Difficult customers in various situations
  • Understanding customer’s personalities to communicate effectively with customers
  • Dealing with different customer personalities
  • Saying No without causing resentment
  • Positive communicate techniques
Module 7: Principles of Service Recovery
  • The 4 components to a successful service recovery program
  • Fixing the customers as well as the problem
  • The need for a comprehensive service recovery plan
Module 8: Personal Development Plan
  • My development areas
  • Personal action plan: developing a personal service commitment
Who Should Attend
  • Customer service representatives
  • Contact centre professionals
  • Customer relationship consultants
  • Account executives
  • Front liners
  • High Impact mini lectures
  • Group discussions
  • Video clips
  • Music
  • Games
  • Scenario based role play
  • Case studies
  • Instant feedback from the facilitator
Your Investment
Early Bird
RM1450.00 per participant
RM1550.00 per participant
Special Fee
Sign up 3 participants for the price of 2 participants

*Your investment includes materials & notes, lunch, tea break and certificate of attendance
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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