Inspiring Customer Service

Training on

Inspiring Customer Service

                   Date: 11-12 February 2016                              Venue: Intercontinental Hotel /TonlebasacII

 Time: 8:00am-17:00pm                                    Language: Khmer/English     

Superior customer service for your organisation must be a state of mind; a way of being, in which companies and ALL its management and staff, across the entire organisation, embody customer service as their reason for being in business; finding as many ways as possible in making sure every single customers expectations are exceeded; and creating customer loyalty. To meet the needs of our customers, we must know what the customer wants and expects and we must be able to provide exceptional service on a consistent basis.

The Inspiring Customer Service workshop will help to develop to ensure essential skills and behaviours are learned, adopted and continually developed to consistently higher levels; through both face-to-face periodic formal workshops and also by encouraging them to create communities of practice within organisations to embed the customer service ethos – an ongoing and continuous learning culture – where development continues at an informal level and also through social collaboration.

Outcomes 

• About themselves and how we, as humans, are motivated and  communicate in various different ways
• About values, beliefs, perceptions, attitudes, behaviours, world-views
• To identify, in the moment, the best approach for each customer
• The best questioning approach for each customer
• How to anticipate and handle objections from different types of customer
• How to work with customers and colleagues more easily & effectively
• Reduce personal frustration when dealing with certain people
• A new set of skills to smooth the path to profitable relationships with customers.

Course Contents
Session One: Welcome, Introduction & Icebreaker- Attitude & Mindset for  Customer Service

• Understand values, beliefs, perceptions, attitudes,
• Recognise how attitude affects service standards
• Explore ways to develop and maintain positive, customer focused, attitudes and behaviours
• Exercise, Activity Feedback, Q&A’s

Session Two:Essential Communication for Customer Service

• Listening for understanding and communicating for clarity Effective questioning and empathic listening.
• Recognise other people’s primary motivations and preferred style of  communication and adjusting personal style to move issues and  situations forward
• Body language and non-verbal communication
• Exercises, Video and activities, Feedback and Q&A’s

Session Three: Principles of Customer Service

• Identify essential qualities of excellent customer service
• Understand their roles and its importance to the company, and help   implement consistently high levels of customer service
• Developing effective relationships.
• Exercises and Activities, Feedback, Q&A’s

Session Four: Looking your Best

• 1st impressions
• How are we measured?

Session Six: Influence & Negotiation for Customer Service

• Understand and use strategies to influence and persuade in an ethical manner
• Identify and practice negotiation techniques to achieve a win-win result
• Use influence and negotiation in encouraging repeat  business and cross selling
• Exercises, Video and activities, Feedback and Q&A’s

Session Seven: Handling Customer Complaints

• Identify causes of customer complaints, and practice searching for solutions
• Use proven methods for handling customer com plaints and apply these to various situations
• Handle complaints with empathy and care and provide solutions to challenging customers with sensitivity
• Exercises and Activities, Feedback, Q&A’s

Session Eight: Keeping Your Customers

• Provide service that goes beyond customer satisfaction
• Project a professional, credible, warm, and caring image, and exhibit enhanced levels of consistency and quality
• Deal positively and competently with customers &propose initiatives that promote increased customer loyalty
• Activities Exercises, feedback and Q&A’s

Trainer

Dr. Trevor Suter, Learning & Leadership Specialist – Founding Director Doctorate in Business Administration – Leadership Development Master’s Degree in Business Administration – Systems Thinking and Complexity Post  Grad  Cert  Management,  Post  Grad  Dip  Management,  Bachelor  of  Arts    Degree  (Hons) International Business Higher National Diploma (HND) – Business and Finance Cert Health and Safety,  Parts  1&2   Accredited   Associate  of  Institute for  Independent   Business  International (AInstIB). With more than 30 years’ experience working with people and teams, in Learning and Leadership Development and as an International Leadership & Business Performance Consultant, Trevor has worked with the worlds ‘best of the best’. This includes: elite ‘Special Armed Forces’ from different countries; Government Agencies and other high profile individuals and organisations from around the world including: Norwich Union Insurance, Canada Life, Sun Life of Canada, Blackstar (London), London Metropolitan Police Force, London Transport, US Navy Seals, British Special Forces and HM Royal Marines Commandos and Royal Navy, The European Commission, Ford Motor Cars, Sony Electronics, and numerous individuals and organisations in Cambodia including Cellcard, HR Inc, Canadia Bank, DAMCO, RHB Indochina Bank, ANZ Royal Bank, Lom Orng, Handicap International, Prudential, Coca Cola, Adidas, C&A, Comin Khmer, Vision Fund, BAT, Ezecom, Forte Insurance, Dumex, Wing, Royal Limousine, Vattanac Bank, CIMB Bank, CTN, Transparency International, Amret Microfinance, Kredit MF, DFDL, SCA Cambodia Airports, Cambrew, Crown, Smart Axiata, Pachem Dental Clinic, Room-to-read, Total, Dell Computers, Ganzberg Beer Cogetel (Online) Nexus, RMA, iOne. Trevor has also worked with some highly respected people in Leadership Development; Sir John Whitmore, CEO of Performance Consultants International, Gerard O’Donovan, of Noble Manhattan Coach Training organisation, and Dr Paul Thomas of DNA Definitive – leadership development and  complexity  specialists, and  a  number  of  senior country managers in the IBM Group and many specialist  colleagues  across  the  globe  from  the  IIBI (Institute for Independent Business International).

Mr.Bouth Chan Vibol (Luke) Professional Learning & Development Facilitator BBA Degree in Business Administration, NUM Cert IV in Training and Assessment – Fortress Learning, Australia. With more than 13 years’ experience working with people, in business and in organisations in Cambodia, Vietnam, Thailand and Japan, Vibol (Luke) has committed to developing himself and helping others to develop their skills, knowledge and positive attitudes. His main speciality lies in people skills -“soft skills”. Luke believes that while a combination of soft and technical skills are important; it is the soft (people) skills that are essential for enhanced management and in the 21st century’s business environment; and it is these skills, along with critical thinking, that are lacking – but most needed – here in Cambodia. Luke began  working  with    people in   teaching  roles and youth  counselling  and also  with a   number   of training organisations   working as a trainer, facilitator and coordinator 10 years ago. He joined Inspire Asia at the beginning of 2015 after he was offered a position as a  trainer and facilitator, where his skills and knowledge have become even more global and broad. For the past 3 years his main role has been in facilitating and coordinating all programs and workshops, and also in training and translation. He delivers professional programs, workshops and seminars in both Khmer and English and regularly receives excellent feedback from clients. Luke has worked with many individuals, businesses and organisations in Cambodia across a broad range of sectors including many different NGO’s, logistics, telecommunications, MFI’s,  banking and finance,  insurance,  wholesale distribution, manufacturing, engineering, construction, petroleum, oil  and  gas, brewing and canning, educational institutions, service industries, franchise companies, dental clinics and tourism and  hospitality. He  continues his research and understanding of the needs and requirements of the Cambodian organisations and workforce so that his skills may be utilised and shared with others not just in a theoretical way but through practical application and full understanding.

Who should attend?
Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staffs.

What will be included with the training course?

• Group photo of participants
• Training materials
• Certificates are awarded by LIFE
• Two lunches and four refreshment 

Training Fee: US$240 per person (Exclude any Taxes). (US$210 If Register ​​and Payment before February 04, 2016)

More information

Tel:              093 666836  /  093 666796  /  069 555528  /  069 555566

Add:            Building #19F , St 271 , Sankat Boeng Salang, Khan Toul Kork

Email:          lifesuccess.asia@gmail.com   /   info@lifesuccess.asia

Website:      www.lifesuccess.asia

.

COURSE TITLE	DATE	ORGANIZER
Inspiring Customer Service	11-12 Feb	LiFE
Effective Management Skill	13-14 Feb	LiFE
The Art of Influence and Persuasion	18-19 Feb	LiFE
Professional Office Management and Secretarial Affairs	20-21Feb	LiFE
Creative Problem Solving and Decision Making	25-26 Feb	LiFE
Effective Recruitment Process New	25-26 Feb	LiFE
Practical Strategic Planning	27-28 Feb	LiFE
Strategic Thinking and Planning	1-2 Mar	LiFE
Personnel Admin Skills for HR Assistants & Administrative Executives N	5-6 Mar	LiFE
Handling Difficult People and Situations	11 Mar	LiFE
Compensation, Benefits, and Payroll Management New	12-13 Mar	LiFE
Effective Report Writing Skill New	12-13 Mar	LiFE
5S System - Step by Step Implementation & 5S Audit New	14-15 Mar	LiFE
Master Class in Effective Communication	15 Mar	LiFE
Coaching and Mentoring for your Management Team	17-18 Mar	LiFE
Key Managerial Skills for New Managers and Supervisors New	19-20 Mar	LiFE
Effective Time and Task Management New	21-22 Mar	LiFE

.