Trainer's profile

 

Mr. Shahrul Azrin Aziz has over 8 years of experience in the areas of Management and Human Resources Development. He has been involved in conferences and training courses for various organizations especially for Financial Institutions, Insurance, Oil & Gas, Airlines and Higher Educational Institutions.

 

Mr. Shahrul Azrin Aziz has a Bachelor Science of Human Resources Development and currently completing his Master in Corporate Communication from Universiti Putra Malaysia. He is also a certified trainers by PSMB. His method of training is based on “ADULT AND PARTICIPATIVE LEARNING”. As a practical trainer, he is involve in upgrading communication and motivation skill to improve knowledge, skill and attitude wise for the needs of organization.

 

 

 

Persada RAY ( SA0079254-M )

6th Floor, Suite 18, IOI Business Park,Persiaran Puchong Jaya Selatan,

Bandar Puchong Jaya, 47100 Puchong, Selangor.

Phone:- +603 - 8064 4264   Fax:- +603 - 8064 4254

Email:- persadaray@gmail.com    http://Persadaray.com.my

             To build a culture of excellence among the customer service personnel, we need to build the personnel involved in 3 areas;

 

·                  Attitude

·                  Knowledge

·                  Skills

 

             Knowledge and skills without the attitude will result in having a team who know what and how to do, but will not do it.  Where as a motivated and dedicated team will be wasted if not equipped with the correct knowledge and skills to do it.

 

             Recognizing the need to build all the 3 aspects of the personnel development, Service Excellent Performance Programme is designed to take the participants through the concepts, knowledge, skills and the tools required to develop highly competent and dedicated team towards excellent customer service delivery.

 

             This program will be conducted using a combination of lectures, simulation activities, group discussions, presentations, role-plays and case – studies. 

 

 

 

 

 Course Outline 

·  Defining Customer Service

                    Understanding the basic rules

                    What customers really want

                    Understanding your customer

·  Managing Expectations

                    Presenting your services as the solution

                    To identify and managing changes

                    Make the customer's life easier

                    Giving undivided attention

·    Communication Skills for Excellent Customer Service

                    The art of effective communication

                    Communication styles

                    Active listening

                    The art of asking questions

                    Body Language - self and company’s image

· The Art of Handling People

              The statistics

              How to handle difficult customers

· Telephone skills

Setting standards

· Problem Solving in Customer Service

                    Identifying issues

                    How to diagnose the root cause

 

  Service Excellent Performance Programme

Unlocking The Secrets Of An Outstanding Customer Service

           T.B.A. February 2009, Eastin Hotel, Petaling Jaya,  9 a.m - 5 p.m

Course fee RM 950 per person ( inclusive tea breaks and lunch for 2 days, course notes and certificate of attendance )

100% SBL Claimable

www.hrdnet.com.my

Terms & Conditions

(Please contact Miss Yazmin Yahaya before proceeding)

1. Complete the registration form and mail or fax together the company cheque/ copy of the payment slip at least 1 week before the course commence.

2. All payments must be made under PERSADA RAY ENTERPRISE ( Maybank Account  512343533024 )

3. Any cancellations within one (1) week before the event are not refundable, but we will accept substitute participant/s.

4. The participants will only be registered once the cheque is cleared.

5. The organizer has all the rights to reschedule and change the venue due to unforeseen circumstances. If it happens, all participants will be contacted in advance.

 

 

 

 

 

For more information, kindly contact:-

 

Miss Yazmin Yahaya

Email:-yazmin.persadaray@gmail.com

H/P:-    019-2076883

Note:-

 

- Fax to   : 03- 8064 4254

- Email to: yazmin.persadaray@gmail.com

 

- Certificate of attendance will only be given to participants who have completed the course.

Objectives

 

At the end of the program, participants will:-

 

· Know their roles and responsibilities as service quality providers and what it means in the organization.

 

· Know the causes of the causes of the customer’s expectation – perception gap and how to close these gaps.

 

· Understand the importance of taking ownership of their immediate environment.

 

· Know how to create instant “partnership” with the customers they are serving.

 

· Appreciate the importance of having a positive mindset in handling various service encounters.

 

· Understand the process of communication in delivering service quality.

 

· Know how to understand customers by applying active listening skills.

 

· Acquire the skills to handle challenging customers.

 

· Be able to create lasting impressions in closing customer encounters.

Who Should Attend

 

 

· All service personnel and team-leaders of a service-oriented organization.

 

· Anyone who provides a service or product to external or internal customers, including customer service representatives, technical and support personnel.

 

· Field service representatives, account managers, credit and billing specialists.

 

· Small business owners

 

· Managers who want to reinforce their skills and train their staffs.