8.30am Registration 9am to 10.30am
Module 1: Understand The Gem of Effective Customer Service
- Overview of Customer Service (CS), Customer Experience (CX) and Customer Relationship Management (CRM)
- Activity: Role Play – You are the Customer Now, define the Meaning of Customer Service Within You
- Developing Customer Centric Mindset
- Who is our customer
- Not Only a Business Tool, Also a Life Tool
- Activity: Group Discussion – Searching or Designing the Famous Quote about Effective Customer Service
- Paradigm Shift : The influence of digitalization to Customer Service Work
- The Process of Creating Pleasant Customer Experience
- Professional Visual Image
- Effective Communication and Etiquette
- Customer Management Strategy
10.30am to 11.00am Teabreak 11am to 12.30pm
Module 2: Impress Customer with Your Professional Visual Image
- Activity: Video Sharing, discussion with audience and trainer Debrief
- What is Professional Visual Image and Why it Matters
- Activity: Find Out Your Perceived Image
- Understanding Face Identity
- Developing Your Professional Image via Appearances
- Your Face
- Overall Hygiene
- Wear to Up Level Your Sense of Professionalism
- Colour Phycology
- Your Online Appearance
- Activity : Group Activity : Case study – How to create visual image to boost level of confidence,
approachability, and reliability?
12.30pm to 1.30pm Lunch 1.30pm to 3pm
Module 3: Communication Essential
- Communication Vs Connection
- Types of Listening
- Steps for Active Listening
- Activity: Guessing Games
3pm to 3.30pm Teabreak
3.30pm to 4.30pm
Module 4: Connecting Customer with Effective Verbal Communication
- Your Choices of Words
- Your Tones of Voices
- Activity: Video Sharing
- The Art of Introducing Others
- Telephone Etiquette
- Activity: Partner Activity: Case Study and Demo Day 2
8.30am Registration 9am to 10.30am
Module 5: Internet Etiquette
- Email Etiquette
- Activity: Group Activity: Case Study and Improvise the Email Content
- Communication via Social Media
10.30am to 11.00am Teabreak
11am to 12.30pm
Module 6: Building Trust With Customer with Non-Verbal Communication
- Your Facial Expression Matters – Look at the Mirror
- Activity: Partner activity : Case study, Act on Situation and Guess the
Emotions
- Use of Personal Space
- Develop Positive Body Languages
- Avoiding Negative Body Languages
- The Art of Mirroring to Win Trust
- Activity: Creating your 5 minutes fun team dramas, which includes demonstration of most of the techniques learned. Vote for funnies drama team to 12.30pm to 1.30pm Lunch 1.30pm to 3pm
Module 7 : Decode Your Customer’s Behaviour and Expectation
- Understanding Human Behaviour Quickly Through Customer Appearances, Body Language and Voice-
- Activity: Understanding Your DOPE 4 Personality First
- Your Customer Handling Strategy Matrix – Your Level of Action for Different
Personalities
- Activity: Partner Activity – Case Study and Group Presentation
3pm to 3.30pm
Teabreak
3.30pm to 4.30pm
Module 8: Managing Customer Relationship and Recovery
- Overview of effective customer relationship management
- Managing Customer Rejection and Complaints using 3F Strategy
- Activity: Case Study and Team Sharing
- Recover Tension Relationship with Customer
- Build the resilience mindset to handle negative customer relationship
Bonus Module: Discover Your Best Brand and Unique Customer Service Strategy
- Who Are You?
- Design Your Dominant Brand, Your Unique Way to Creating Pleasant
Emotion Experience with Customer
- Activity: Fill up Your Personality Survey, Design Your Unique Customer
Service Strategy
- Create your 90 Days Action Plan
- Activity: Fill Up individual 90 days action plan, for the areas of appearances,
communication and customer strategies.
Q&A Evaluation
