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Training Directory 2024
 
MEF ACADEMY
3A06-3A07, Block A,
Phileo Damansara II,
No. 15 Jalan 16/11, Seksyen 16,
46350 Petaling Jaya,
Selangor Darul Ehsan,
Malaysia

Tel: 603-7498 7200

 
 
Human Resource Management & Development
Customer Service Superstar
 
Objectives

​This course is specifically designed to equip front-line employees in the service industry with a competitive edge in providing superior guest service.

 
Topics Covered
1.THE SERVICE PERSONAL
Participants will understand their role in an organization and the expectation of their employers in serving Customers well.
 
2.HOW TO CREATE A COMPETITIVE EDGE USING C.A.R.E
Understanding your Product and its features and using it to create a unique selling point.
 
3.WHO ARE OUR CUSTOMERS
Explains more on the role of both the Internal and External Customers and how to build a sustainable internal customer focus Team first is essential in retaining repeat business from External Customers.
 
4.BUILDING A CORPORATE IMAGE THROUGH 5 STAR CUSTOMER SERVICE
Explains about the importance of Branding your organization and yourself as a preferred choice and as a STAR in your customer’s eyes.
 
5.INTERPERSONAL COMMUNICATION
Understanding the Communication sensitivities when communicating with Customers.
 
6.CUSTOMER SERVICE TELEPHONE SKILLS
Explains the etiquettes of handling Customers and using the correct salutations in creating an impression.
 
7.HANDLING CUSTOMER COMPLAINS
If dealt well complains can be an opportunity to create a positive outcome. The personals methods of handling recognizing the emotions and dealing with the feelings will be explained.
 
 
Target Audience
  • Front-line practitioners serving customers.
  • Staff who have to deal directly with customers in any business which has a customer service dimension.
 
Methodology
  • Group Exercises
  • Games
  • Video Presentation
 
Scheme SBL Fee RM 950
Duration 14 Hours Members Less Less RM100