Customer Centricity & Service Excellence Training Programs In Malaysia
- Build a customer-centric team
- Develop abiding customer loyalty
- Stand out from competitors
- Free Consultation
- HRD Corp Claimable
- 2-Day Training
- Free Consultation
- HRD Corp Claimable
- 2-Day Training
Impact of Delighting Customers On Business Success
95%
Increase in customer retention
91%
increase in new customers
98%
of organizations report improved customer service standards
85%
of customer support teams can handle difficult conversations effectively
83%
higher sales revenue
80%
of frontline employees exceeded their customer expectations
97%
Increase in productivity.
88%
of employees improved their abilities in making critical decisions.
98%
of business owners have more time to build their business plans.
95%
of managers report a more proactive team.
85%
Increase in profitability.
91%
of organizations report more effective communication between teams.
Becoming A Customer-Centric Team
“We need to develop warmer and better customer service skills for the frontline and digital teams to handle customer requests, enquiries and sales. Way Forward was relevant and thought-provoking to all. By developing the 5 key customer service skills, our employees have become more customer-centric with increased empathy and attentiveness towards customers. Really impressive and happy to be involved.”
5 Key Customer Service Skills To Master Customer Delight
Active Listening
Apply Empathy
Effective Questioning
Positive Verbal And Non-Verbal Language
Proactively Handle Difficult Conversations
5 Customer Service Skills to Help Your Organization Achieve…
- Handle complaints, service failure and recovery, and difficult customers more professionally.
- Grow a customer service mindset in your team to build a service-oriented team.
- Identify customer needs and use the information they want to win more customers.
- Build lifelong customer relationships to boost loyalty and drive sales.
- Set your organization apart from competitors by delivering consistently high-quality services.
4 Steps to Nurture Strong Customer Relationships
Develop a customer service mindset.
Identify the needs and wants of customers.
Understand how to build customer loyalty.
Design and use effective communication skills.
4 Steps to Nurture Strong Customer Relationships
1
Develop a customer service mindset.
2
Identify the needs and wants of customers.
3
Understand how to build customer loyalty.
4
Design and use effective communication skills.
Gain up-to-date knowledge and practical strategies to provide consistently memorable customer experiences that set your brand apart.
Customer Centricity & Service Excellence Training
- Table the difficulties and challenges the participants face
- Unveil limiting beliefs which may hinder the creation of the WOW Factor in the workplace with experiential games
- Understand, realize and validate the importance of customer service:
– Why should they bother?
– Why and how to raise the bar?
– What matters most?
– What is in it for them?
- Learn how to use the ‘Solution & Experience’ model to become a Service Champion.
- The 6 ‘X Factors’ of Service Excellence
- Understand the difference between mere customer satisfaction and customer loyalty.
- Master and control the conversational process of getting information, giving information and getting commitment through the skills of:
– Asking closed and open questions
– Listening to understand, learn and serve
– Clarifying unclear requirements
– Conversing/writing in an appropriate tone of voice
– Using positive languages
- Learn how to more effectively and professionally handle difficult conversations with customers, including:
– Conveying ‘Not So Good News’
– Handling complaints
– Handling service failure
– Chase for payments
– Handle delicate and touchy situations
– Deal with ‘Not-So-Nice’ Customers
- Learn some actionable ideas to delight customers with a video case study
- Group discussions on how these ideas can be implemented in the workplace
- Review their strengths and areas for development through a personal definition of ‘Conduct of a Service Champion’.
- Develop a personal agenda for change
Unleash Your Potential With Our HRD Corp Accredited Trainer
Marilyn Yim Sivaseelan
Founder | Facilitator | Coach
Achievement
She helped more than 95% of 6,000 individuals discover their potential at the workplace and improve their job performance within six months.
Experience
20 years of corporate managerial experience within global luxury brands.
Yim Choong Chow
Consultant | Author | Coach
Achievement
He helped 20,000 leaders discover their leadership power and lead their teams to increase productivity by more than 95%.
Experience
Over 35 years of experience in senior management, coach and consultant to many organizations.
The Organizations Trained By Marilyn & Yim
“We need to improve our customer engagement across all customer-facing departments, from the front end to the back end of our hotel operation. This 2-day training was very interactive and informative. It focused on how to improve mindset and fine-tune customer conversations. Our staff gained a new perspective on customer engagement and are more proactive at work.”
“The workshop was fun, informative, engaging and with lots of practical sessions. Our team was able to use the new strategies we learned from the program immediately. We closed sales with greater confidence and achieved 30% higher sales within two months after the training! I am happy to give Way Forward a strong recommendation for any organization looking to improve the ability of their sales team to understand client drivers and win more deals.”
“The workshop included role-plays and real-life situations that we were able to read and then act out, which was really helpful. It also provided an opportunity to gain insights into how we work to handle difficult situations and different circumstances.”
“We need to improve our customer engagement across all customer-facing departments, from the front end to the back end of our hotel operation. This 2-day training was very interactive and informative. It focused on how to improve mindset and fine-tune customer conversations. Our staff gained a new perspective on customer engagement and are more proactive at work.”
“The workshop was fun, informative, engaging and with lots of practical sessions. Our team was able to use the new strategies we learned from the program immediately. We closed sales with greater confidence and achieved 30% higher sales within two months after the training! I am happy to give Way Forward a strong recommendation for any organization looking to improve the ability of their sales team to understand client drivers and win more deals.”
“The workshop included role-plays and real-life situations that we were able to read and then act out, which was really helpful. It also provided an opportunity to gain insights into how we work to handle difficult situations and different circumstances.”
Level Up Your Team’s Customer Service Skills Now
Embed customer-centricity into your organization’s DNA to get more happy clients with our customer service training programs in Malaysia.
Level Up Your Team’s Customer Service Skills Now
Embed customer-centricity into your organization’s DNA to get more happy clients with our customer service training programs in Malaysia.