HOW TO WIN & KEEP CUSTOMERS: SECRETS OF

CUSTOMERS SERVICE EXCELLENCE

The need to promote the organisational values within a customer service environment is essential for retaining

customers and for business success. This practical course will provide you with opportunities to explore your

responsibilities within your role as a team leader, supervisor or manager in a customer service environment.

This course focuses on: Six critical elements of customer service, Understanding leadership, Managing performance,

Onboarding and orientation, and five practices of leadership.

Course Objectives

Understand the essentials and principles of customer service excellence

Identify ways to establish links between excellence in customer service and your business practices and

policies

Develop the skills and practices that are essential elements of a customer service-focused leader

Recognise what employees are looking for to be truly engaged

Recognise who the customers are and what they are looking for

Develop strategies for creating engaged employees and satisfied customers in whatever business units you

manage

Course Details

Trainer : CASEY TEE

Date : 26-27 Apr 2017 (2 days)

Venue : Amcorp Mall, Petaling Jaya

Scheme : SBL

Who’s Suitable for this?

Managers, Executives, Supervisors,

Sales and Customer Service

Personnel and employees who are in

constant contact with customers.

BEST PRICE OF THE YEAR 2017 !!!

RM 1,000 per pax (exclusive 6% GST)

*Normal Price: RM 1,350 per pax

Early Bird Price (Before 31 Mar 2017)

RM 950 per pax (exclusive 6% GST)

Course Outline

MODULE 1 - SIX CRITICAL ELEMENTS OF CUSTOMER

SERVICE EXCELLENCE

Element 1: A Customer Service Focus

o Making Connections

What is Customer Service?

How can we meet customers’

expectations?

Element 2: Define Your Service Standards in Your

Organisation

o Telephone Manners

o Service Providers Professional Presence

Element 3: Given Life by the Employees

o How do your employees represent you?

Element 4: Problem-Solving Skills: Service

Recovery

o 6-STEPS Model for Problem Solving

Define the problem

Research & Analyse the Problem

Establish the Criteria List of the Problem

(Fish-bone)

List Possible Alternatives

Evaluate Each Alternative

Select the Best Alternative & Execute

Element 5: Measure It

o Critical Evaluation

o Informal Session

o Brainstorming

o Benchmarking

Element 6: Reinforce It

o Enhancements?

o Developing and Maintaining Relationships

Set Clear Expectations

Relationships Thrive on Reciprocity

Use Different Communication Styles

Measurement in Practice

Methodology

Blended learning combines:

- Guided Share Learning - Case Studies,

- Group Exploratory Discussion - Simulation Exercises

- Visual

Day 1 and Day 2 Timing

Class Time: 0900 – 1700

Break: 1015 – 1030 / 1515 – 1530

Lunch: 1300 – 1400

MODULE 2 - UNDERSTANDING LEADERSHIP

Explore what leadership is all about. Paul Hersey

and Ken Blanchard’s Situational Leadership II®

model will be discussed, as well as Robert

Greenleaf’s concept of servant leadership.

Techniques for managing performance and

conducting on boarding and orientation will also

be discussed.

MODULE 3 - FIVE PRACTICES OF LEADERSHIP

Explores the five leadership practices developed

by James Kouzes and Barry Posner in The

Leadership Challenge.

MODULE 4 - COURSE WRAP-UP

Q & A

Write up Action Plan

Trainer Profile

CASEY TEE KENG CHAI

Bachelor in Applied Economics, University of Malaya

Mr. Casey Tee brings with him 27 years of experience and specialization in time management, territorial management, marketing,

sales, creativity & motivation. He is acclaimed as one of Malaysia’s most dynamic and inspiring public speakers since 1985 and has

steadily increased his stature as one of the leading speakers in this region. He holds a Bachelor Degree in Applied Economics from

University of Malaya and a Diploma in Management from the US.

Fluent in three languages, (English, Bahasa Malaysia, and Mandarin), he is an extremely sought after as a training specialist both

locally and internationally. The impact of his lively, entertaining, and creative training concepts have inspired his participants to

attain excellence and peak performance in their organizations.

He is a licensed trainer with an international US corporation in the area of professional sales and advanced sales training programs

for financial products and services. He is also a licensed trainer of BTM of the USA in the area of excellent customer service training

programs. He is appointed by the Financial Planning Association of Malaysia (FPAM) as one of their lectures for the Certified Financial

Planner course from USA in Malaysia. He is also a graduate of the LIMRA School of Field Management from USA.

He has personally conducted more than 1,000 time management and territorial seminars and participants include those from ICI

Paint , ROCA , Johnson & Johnson , IBM Computer , ORACLE ,SAP International , Mead Johnson , Continental Tyre , Mitshubishi

Motor , CIMB Bank , Maybank ,Guardian, Avon , Sara Lee ,Kraft Food , Gardenia , Today Bakery , Nutriplus , Lee Kum Kee , Campbell

Soup , Adabi Food , and many more.

He travels the world particularly ASEAN countries, China, Australia and America developing and training his participants to enhance

their performance and effectiveness and to contribute positively to their organizations. He has conducted over 15,000 highly

successful seminars and workshops for various levels of participants - ranging from top management, senior managers, managers,

executives, sales personnel’s and supervisors from the ASEAN and Australasia regions. He is also a popular columnist of the widely

circulated Sales Digest magazine in Malaysia a monthly magazine which is read by more than 10,000 sales professionals.

Mr Tee is a specialist in developing and delivering training programs for different sectors such as FMCG, hospitality, cosmetic, tele-

communication ,banking, insurance , multi-national corporations, hotel, resorts and spa, trading, manufacturing, unit trust, and

mutual fund companies. He has done extensive training projects for corporations such as Ace Canning Corporation, Adabi Consumer

Industries, AIG ,Ajinamotto , American Home Assurance, Arab-Malaysian Banking Group, AVON ,Axa Life Singapore, Bausch & Lomb,

Body Shop, Bristol-Myer, Caelygirl, Carlberg Marketing, Carrier International, CGU Insurance, CIMB Wealth Advisors, Clarins

Paris ,Crestron Asia , Damai Laut Golf Resorts, Dior, DRB-HICOM , Dumex, Estee Lauder , GIANT , Guardian , HerbaLife , Hino Motor

Bhd, HLA, John Master , L’Oreal , Lam Soon Group, LANCOME , Malaysian Assurance Alliance(MAA), ManuLife , MAXIS

Communication ,Mitutoyo, Motorola, National Panasonic, NCR Corporation , Petronas, PJ Development Holdings Bhd, Prudential

Unit Trusts, Resort World, Sime UEP ,SP Setia , Telekom Malaysia™ , UDA ,Watson , Yeoh Hiap Seng Grou and many more.