First Class Customer Care

Professional Training Course on

First Class Customer Care

September 01-02 (Sat-Sun), 2012

Languages: Khmer / English

Venue: Hotel/ Restaurant in Phnom Penh

Understanding how to provide First Class Customer Care is one of the significant keys to growing and sustaining a business “No Customer No Business”. Customer Care can make or break an organization. This critical course is meant to help you to explore: What is exceptional customer care? How can it go from better to great? What are the pitfalls that many people experience when trying to deliver customer care? Does attitude count? What is the best way to handle difficult customers? What techniques can be used to reduce customer-care stress? In order to find out all answers to these and other important customer-care questions, we would like to invite your highly participations to attend this professional training course prospectively.

Objectives

At the end of this informative and practical training course, the participants will be able to:

• Identify who are your targeted customers
• Understand your current Customer-Centric Practice
• Assess and improve your Self-Service Delivery in your own work environment
• Create a Customer Care Mission Statement for your workplace
• Learn the meaning of Customer Care in the context of your workplace
• Adopt the professional Customer Care Mindset
• Determine the various measurement techniques and develop appropriate measurements for the different types of customer satisfaction levels
• Improve customer communication practices
• Learn how to say “No” professionally with your valued customers
• Apply best practice techniques once dealing with upset and angry customers  
• Develop an action plan for improved service levels
• Learn Customer Care Best Practices

Course Contents

I. Self-Service Assessment  

• Understand practical 10 Customer Care’s case studies
• Know your actual behaviors once dealing with customers

II. Fundamental to Customer Care 

• Understand your current organization Vision & Mission that aligned with Customer-Centric Approaches 
• Learn and benchmark best practice approaches for your organization

III. Defining Customer Care Quality 

• Know the important of the Power of Perception
• Create your Affirmation and Mission Statement
• Identify your targeted customers
• Understand Level of Service Satisfaction 

IV. Professional Customer Care Behavior

• Understand what is “Moment of Truth”
• Qualities of outstanding Customer Care Representatives
• Customer Care Mindset and Behavior
• Stress Management

V. Managing Customer Expectation

• Influencing Customers’ Decision
• How to say ‘NO’ professionally

VI. Establishing Effective Communication

• Active listening ways
• Effective communication dimensions
• Effectiveness of Telephone etiquettes 

VII. Managing Customers’ Complaints

• Compliant is a gift
• Identify Customer’s Complaints
• Handling Customer’s Complaints Effectively

Training Methodology  

Presentation: Trainer will present the concerned subjects while participant is actively listening, and taking note. Participants will have opportunity to express their comment by asking questions and providing their personal answers.

Group discussion: Participants are assigned to work in small group by brainstorming, discussing, outlining, selecting, analyzing idea and it allows participants to contribute their idea/comments to the whole group, enable participants to respond and react to their contributions and allows individuals or group to summarize and/or raise their comment to the class as a whole.  

Role Play: Participants will have more opportunity to improve skills, attitudes, and perceptions in real situation, be creative and flexible with the actual condition also will assist participant to express their personal experience by role-playing.   
Activities: In order to facilitate the training period to be more active and in a friendly-environment, participant will be introduced with a variety of activities and allow participants to entertain, stimulate interest and alertness as well as recall of information and skills.

Case Studies: In order to assist participants to visualize what they have learnt into actual practice, many case studies will be introduced. Participants will have to work as a team to reflect their understanding.

Question and Answer: It encourages participants to discover their confusing and/or unclear part of the subjects and ask question to clarify while all participants could actively listen and absorb at the same time.

Trainer’s Credentials

Mr. Borey Lun has over 7 years extensive experience in Customer-Centric Practices and People Management; he views that both internal and external customers are the lifeblood of the firm’s success “No Customer No Business”, “Happy Internal Customers Will Make Happy External Customers”. Borey is currently working as Training & Service Quality Manager, for a leading Commercial Bank in Cambodia.

Prior to promoting to be Training & Service Quality Manager, he served as Assistant HR Manager in-charge of selection and recruitment process, staff capacity building and performance management; his specializations are Customer-Centric Management, Strategic Human Resources Management, Training and Development, Interpersonal Communication, Leadership Skills, Effective Time Management and so much more. Furthermore, he has more than 14 years practical experiences in training at the well-known universities and institutes namely American Academic Association (AAA), Attitude Center for Education (ACE), Pannasastra University of Cambodia (PUC), Cambodian University of Cambodia, University of Cambodia (UC), Beltie International Institute in the field of Business Management, Customer Relation Management, Administrative Skills, Public Speaking, Leadership Skills, Human Resources Management and Teaching Methodology and more.

Plus to his extensive experience, he used to work for Beltie International Institute as Branch Manager where he supervised more than 2,500 students and staff. His main responsibilities are to plan instructors’ schedule and number of staff needed so that the institute has sufficient staff to work effectively. Borey has attended many professional training programs visits included Thailand, Singapore and Vietnam; he is currently undertaking his Doctor of Business Administration (DBA) at National University of Management.

Who should attend the course?

• Customer Service Managers
• Customer Service Representives 
• Sale and Marketing Representatives
• Anyone who is working direct contact with customers
• Anyone who wishes to work in Customer Care Section for career endeavor

What does the training course will be included?

• Lunch and 4 times Refreshment
• Group Photo of Participants
• Training material
• Certificate Awarded By: ACE

Training Fee: $ 120 per person

• 20% discount for the first 20 early birds registration before August 17th
• 15% discount of group of 2 or more people registration
• 15% discount for ACE Alumni

Registration:

Location     : #144EF, Street 143, Boueng Keng Kang III, Chamkar Morn, Phnom Penh

Tel              : 092 142 606 / 023 63 22 093

E-mail         : attitudeeducation@gmail.com

Deadline      : August 30^th, 2012

Please hurry as seats are limited!

All the profit from the training will go to support more than 400 unprivileged kids and youths fromvarious slum and poor remote areas in Cambodia!