Developing High Performance Service Ambassador In The Information Technology (IT) Environment

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 Developing-High-Performance-Service-Ambassador-In-The-Information-Technology-(IT)-Environment-hrdf-trainings

Introduction:

How can we move from good customer service to great customer service? The founder of the Ford Motor Company, Henry Ford once said that: “Is not the employee who pays the wages. Employers only handle the money. It is the customers who pay the wages” In today’s society, good customer service is no longer an option, but it has become a mandatory requirement in all service related industries.

The bigger picture of customer service is how an employee communicates. Successful communication brings about accomplishment, whereas a breakdown in communication does just the opposite. Therefore, it is essential that we practice good communication skills in our daily lives and human interactions so as not to hinder performance, competence and success in our business and social life.

This customer service training is developed to meet fundamental needs of customer service from the perspective of customers in the Information Technology (IT) environment. In this program, the participants will learn how to manage different categories of customers, and how they can meet the respective needs within their organization.

Not just that, this high energy training program is designed to improve the customer service level of an organization by enhancing the communication skills of the participants. Lastly, the participants will also be able to gain the knowledge on how they can capitalize on their communication strengths, adjust to accommodate their weaknesses and learn how to use office communication tools effectively.

How Will You Benefit

At the end of the training session, participants will be able to:

  • Understand the principals of customer service excellence and recognize the barriers of delivering outstanding customer service
  • Have a clear understanding of good communication skills and how they can improve their abilities by identifying their individual communication strengths and challenges
  • Learn about collaborative communication that focuses on client’s wants and needs
  • Learn effective ways in handling objections and gaining the “yes” from prospects

Who Should Attend

This program is suitable for front liners and customer service personnel.

Methodology

Lively and interesting sessions as we learn best in moments of enjoyment. It also flows with the participants’ needs and wants. The training methods include video clips, role plays, demonstrations, games as well as lectures.

Module

  • THE POWER OF ENGAGE AND CONNECT
  • UNDERSTANDING YOUR COMMUNICATION WEAPON
    • How to Talk, Influence And Inspire Anyone At Anytime
    • Understanding The Basic Personalities Of Four Different Types Of Individual
    • Managing The 4 Different Types Of Individual
    • Using D.O.P.E. As An Effective Negotiation Weapon
    • Effective Communication In Handling Objections
  • DEALING WITH OBJECTIONS AND CONFLICTS
  • LEARINING HOW TO GET THE “YES” FROM YOUR CUSTOMERS
    • Turning Objections Into Objectives
    • Using F.A.C.E Method To Truly Understand What A Customer Wants
    • Helping Your Customer To See The Light In Difficult Time
    • The Power Of Words – Speaking The Right Words To Your Customer And Gaining The “YES” From Them
  • COMMUNICATION ESSENTIAL
  • THE WONDER OF RELATIONSHIP BUILDING
    • The Magic Of Rapport Building
    • 6Ps Of Effective Communication Tips And Mastering The Art Of Listening
    • Do You Have What It Takes To Develop The Trust You Need In The Working Place?
    • Knowing The Types Of Communication & Its Implications
  • THE SERVICE ENVIRONMENT & YOU
  • DEVELOPING THE PERSONALIZED CUSTOMER SERVICE WAY
    • Understanding The Needs & Demands Of The Service Environment
    • The 6 Expectations Of A Typical Customer
    • Meeting The Basic Needs Vs Going The Extra Mile
    • Basic Understanding Of Culture Awareness And Differences – Managing The Working Expectations
  • WORDS POWER – THE RIGHT WORDS, THE RIGHT OUTCOME
  • THE WONDERS OF WORDS & USING THEM TO YOUR ADVANTAGE
    • Power up Your Vocabulary!
    • Speaking With Confidence – Pause, Pace & Clarity
    • Developing The 5 Senses Of Communication To Create The Winning Impact
    • Finding The Motivational Factors In Others To Win And Charm Your Audience
  • CREATING THE WINNING BEHAVIORS IN THE BUSINESS PLACE
  • USING NLP SKILLS TO DEVELOP THE UNIVERSAL LIKE FACTOR
    • Work A Room With Confidence
    • Becoming A Great Conversationalist
    • Using Your Personal Image To As A Powerful Communication Weapon
    • Developing The Like Factor In The Business World
  • RELATIONSHIP BUILDING
  • THE WONDERS OF RELATIONSHIP BUILDING
    • Building The Connection With Your Potential Prospects
    • Introduction To Technique That Can Develop The Open Communication
    • Develop The Critical Insights That Help Your Clients To See You More Than Just A Vendor
  • THE LAWS OF EVERGREEN EMPLOYEE
  • THE MOTIVATIONAL FACTORS BEHIND A MOTIVATED MEMBER
    • What Is Your Life Equation?
    • Your Contributions In Making Your Working Place A Great Place To Stay And Work
    • Finding The Right Focus In Your Life
    • The Wake-Up Call! – The Dreams, Past & Future
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Duration: 2 Days


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 Developing-High-Performance-Service-Ambassador-In-The-Information-Technology-(IT)-Environment-hrdf-trainings

Introduction:

How can we move from good customer service to great customer service? The founder of the Ford Motor Company, Henry Ford once said that: “Is not the employee who pays the wages. Employers only handle the money. It is the customers who pay the wages” In today’s society, good customer service is no longer an option, but it has become a mandatory requirement in all service related industries.

The bigger picture of customer service is how an employee communicates. Successful communication brings about accomplishment, whereas a breakdown in communication does just the opposite. Therefore, it is essential that we practice good communication skills in our daily lives and human interactions so as not to hinder performance, competence and success in our business and social life.

This customer service training is developed to meet fundamental needs of customer service from the perspective of customers in the Information Technology (IT) environment. In this program, the participants will learn how to manage different categories of customers, and how they can meet the respective needs within their organization.

Not just that, this high energy training program is designed to improve the customer service level of an organization by enhancing the communication skills of the participants. Lastly, the participants will also be able to gain the knowledge on how they can capitalize on their communication strengths, adjust to accommodate their weaknesses and learn how to use office communication tools effectively.

How Will You Benefit

At the end of the training session, participants will be able to:

  • Understand the principals of customer service excellence and recognize the barriers of delivering outstanding customer service
  • Have a clear understanding of good communication skills and how they can improve their abilities by identifying their individual communication strengths and challenges
  • Learn about collaborative communication that focuses on client’s wants and needs
  • Learn effective ways in handling objections and gaining the “yes” from prospects

Who Should Attend

This program is suitable for front liners and customer service personnel.

Methodology

Lively and interesting sessions as we learn best in moments of enjoyment. It also flows with the participants’ needs and wants. The training methods include video clips, role plays, demonstrations, games as well as lectures.

Module

  • THE POWER OF ENGAGE AND CONNECT
  • UNDERSTANDING YOUR COMMUNICATION WEAPON
    • How to Talk, Influence And Inspire Anyone At Anytime
    • Understanding The Basic Personalities Of Four Different Types Of Individual
    • Managing The 4 Different Types Of Individual
    • Using D.O.P.E. As An Effective Negotiation Weapon
    • Effective Communication In Handling Objections
  • DEALING WITH OBJECTIONS AND CONFLICTS
  • LEARINING HOW TO GET THE “YES” FROM YOUR CUSTOMERS
    • Turning Objections Into Objectives
    • Using F.A.C.E Method To Truly Understand What A Customer Wants
    • Helping Your Customer To See The Light In Difficult Time
    • The Power Of Words – Speaking The Right Words To Your Customer And Gaining The “YES” From Them
  • COMMUNICATION ESSENTIAL
  • THE WONDER OF RELATIONSHIP BUILDING
    • The Magic Of Rapport Building
    • 6Ps Of Effective Communication Tips And Mastering The Art Of Listening
    • Do You Have What It Takes To Develop The Trust You Need In The Working Place?
    • Knowing The Types Of Communication & Its Implications
  • THE SERVICE ENVIRONMENT & YOU
  • DEVELOPING THE PERSONALIZED CUSTOMER SERVICE WAY
    • Understanding The Needs & Demands Of The Service Environment
    • The 6 Expectations Of A Typical Customer
    • Meeting The Basic Needs Vs Going The Extra Mile
    • Basic Understanding Of Culture Awareness And Differences – Managing The Working Expectations
  • WORDS POWER – THE RIGHT WORDS, THE RIGHT OUTCOME
  • THE WONDERS OF WORDS & USING THEM TO YOUR ADVANTAGE
    • Power up Your Vocabulary!
    • Speaking With Confidence – Pause, Pace & Clarity
    • Developing The 5 Senses Of Communication To Create The Winning Impact
    • Finding The Motivational Factors In Others To Win And Charm Your Audience
  • CREATING THE WINNING BEHAVIORS IN THE BUSINESS PLACE
  • USING NLP SKILLS TO DEVELOP THE UNIVERSAL LIKE FACTOR
    • Work A Room With Confidence
    • Becoming A Great Conversationalist
    • Using Your Personal Image To As A Powerful Communication Weapon
    • Developing The Like Factor In The Business World
  • RELATIONSHIP BUILDING
  • THE WONDERS OF RELATIONSHIP BUILDING
    • Building The Connection With Your Potential Prospects
    • Introduction To Technique That Can Develop The Open Communication
    • Develop The Critical Insights That Help Your Clients To See You More Than Just A Vendor
  • THE LAWS OF EVERGREEN EMPLOYEE
  • THE MOTIVATIONAL FACTORS BEHIND A MOTIVATED MEMBER
    • What Is Your Life Equation?
    • Your Contributions In Making Your Working Place A Great Place To Stay And Work
    • Finding The Right Focus In Your Life
    • The Wake-Up Call! – The Dreams, Past & Future

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Angelin Boo May Yin
Biodata: Angelin is a woman of substance with ten years of experience in banking, retail sales, F & B and the automotive industry. She is a seasoned brand expert specialising in the fields of customer service, communication, direct marketing, PR, eMarketing and building brands and establishing a reputable image on a corporate and personal level. Angelin is a Certified Neuro Linguistic Programming (NLP) trainer by the American Board of Neuro Linguistic Programming (ABNLP) and a Certified Trainer of Time Line Therapy™ (TLT). She incorporates NLP techniques in training and coaching corporations and individuals. Her outstanding achievements include being featured in the Sin Chew Daily, Harian Metro & News Straits Times and Inspire FM.

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