Critical Skills in Today’s Customer Service Management


Professional Training Course on
Critical Skills in Today’s Customer Service Management  
July 20-21 (Sat-Sun), 2013
Course is delivered in Khmer/English Languages
Training 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 all customer-focused businesses to attend this professional training course.

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 practices
  • 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 various measurement techniques and develop appropriate measurements for different types of customer satisfaction levels
  • Improve customer communication practices
  • Learn how to say “No” professionally with your valued customers
  • Apply best practice techniques when 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 10 practical customer care case studies
  • Know your actual behaviors when dealing with customers
II. Fundamental to Customer Care 
  • Understand your current organization vision & mission that align with customer-centric approaches 
  • Learn and benchmark best practice approaches for your organization
III. Defining Customer Care Quality 
  • Learn the importance 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 the “Moment of Truth”
  • Qualities of outstanding customer care representatives
  • Customer care mindset and behavior
  • Stress management
V. Managing Customer Expectation
  • Influencing customers’ decisions
  • How to say ‘NO’ professionally
VI. Establishing Effective Communication
  • Active listening
  • Effective communication dimensions
  • Effectiveness of telephone etiquette 
VII. Managing Customers’ Complaints
  • Complaints as a gift
  • Identify customer’s complaints
  • Handling customer’s complaints effectively

Training Methodology 

Presentation: The trainer will present the subjects whilst participants actively listen, and take notes. Participants will be encouraged to express their comments by asking questions and providing answers from their personal experience.

Group discussion: Participants are assigned to work in small groups through brainstorming, discussion, outlining, selecting and analyzing ideas, which allows participants to contribute their comments and experiences to the whole group. This enables participants to respond and react to each other’s contributions, and allows individuals and groups to engage with and discuss their comments with the class as a whole.  

Role Play: Participants will have the opportunity to improve their skills, attitudes, and perceptions in real situations through role-play. Participants are encouraged to be creative, flexible and to act out actual conditions, which will enable participants to express their personal experiences of customer-service situations.   

Activities: In order to make the training period more active and to facilitate a friendly environment, participants will be introduced to a variety of activities that are designed to entertain, stimulate interest and maintain alertness, as well as fostering the 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, whilst all participants can actively listen and absorb at the same time.

Trainer’s Credentials
Mr. Borey Lun has over 11 years extensive experience in Customer-Centric Practices and People Management; he views both internal and external customers as 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 promotion to Training & Service Quality Manager, he served as Assistant HR Manager in-charge of selection and recruitment process, staff capacity building and performance management; he specializes in Customer-Centric Management, Strategic Human Resources Management, Training and Development, Interpersonal Communication, Leadership Skills and Effective Time Management. Furthermore, he has more than 15 years practical experiences in training at well-known and prestigious universities and institutes, including the American Academic Association (AAA), Pannasastra University of Cambodia (PUC), Cambodian University of Cambodia, University of Cambodia (UC), Attitude Center for Education (ACE), and the Beltie International Institute. He has conducted professional training courses in a number of fields, including business management, customer relations management, administrative skills, public speaking, leadership skills, human resources management and teaching methodology and more.

In addition to his extensive experience, Borey used to work for the well-known International Institute as a Branch Manager, where he supervised more than 2,500 students and staff. His main responsibilities were to plan instructors’ schedule and the number of staff needed, so that the institute had sufficient staff to work effectively. Borey has attended many professional training programs in several different countries, including Thailand, Malaysia, Lao PDR, Singapore and Vietnam; he is currently undertaking his Doctorate of Business Administration (DBA).

Who should attend the course?
  • Customer Service Managers
  • Customer Service Representives 
  • Sales and Marketing Representatives
  • Anyone who is working direct contact with customers
  • Anyone who wishes to work in Customer Care Sections for career development  

What will be included with the training course?
  • Lunch and 4 refreshments
  • Group photo of participants
  • Training materials
  • Certificate awarded by ACE

Training Fee: USD 69 per person (7% discount for the first 10 early birds registration before July 8th, 5% discount of group of 2 or more people registration, 5% discount for ACE Alumni)

Registration
Location:    #144EF, Street 143, Boueng Keng Kang III, Chamkar Morn, PP
Tel:             092 142 606 / 023 63 22 093
E-mail:        attitudeeducation@gmail.com
Deadline: July 18th, 2013
Please hurry as seats are limited!
All profits from the training course go to support more than 400 unprivileged kids 
and youths from various slums and poor remote areas in Cambodia!

Please mention "www.Cambodiajobs.Biz" where you saw the ad when you register or apply! 

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NGOs Fund$type=list$m=0$cate=0$sn=0$rm=0$c=5$page=1$src=random-posts

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Cambodia Jobs: Critical Skills in Today’s Customer Service Management
Critical Skills in Today’s Customer Service Management
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