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Value Creation, Marketing & Sales Management Series
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| Course Title |
WORLD CLASS CUSTOMER SERVICE MANAGEMENT WORKSHOP |
| Course Code |
WCCSMW |
| Date |
Sep 25-26 , 2008 |
Course fee: RM2500 per pax |
| Course Overview |
Running a customer facing establishment is tough. You are frequently confronted with customers whose demand changes with each encounter, your staff whose expertise take forever to acquire and a never-ending workload. How can you run your customer oriented establishment effectively and efficiently? How can you delight your customers and provide them with world-class services?
In this workshop, participants will learn the secrets to building a World Class Service establishment. The case studies discussed in this workshop will include examples from Disney, Ritz Carlton, Hewlett Packard, etc.
This fun and interactive workshop will be conducted with a good blend of instructions, discussions and role-plays. Participants are encouraged to bring their real-life customer related scenarios to the class for discussions. |
| Target Audience |
General Managers, Business Managers, Help Desk Managers, Call Center Professionals, Services Operations Managers, Customer Support Managers, Services Quality Managers and all managers responsible for the effective and efficient running of the customer support center. |
Selected Session Topics |
- Customer Service
Management Overview
- Customer Service Culture
- Customer Service is a team sport
- Service Strategies
- Know me
- Service Fundamental
- Hear Me
- Delight Me
- Service Recovery/Processes
- Handling Difficult Customers
- Application & Guided
Discussion
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| Key Take-Away |
- Understand what is customer satisfaction and the various ways to delight a customer;
- Devise service strategies;
- Understand the WOW elements in delighting a customer and learn how to incorporate them in the service strategies, plans and actions;
- Walk through a day in a customer life cycle and identify the various Contact Points;
- Find ways to delight the customers although customers may have just encountered a service failure.
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| The Trainer |
Angeline Yong. Angeline was the HP Country Manager, Education, before she her involvement with Everest Innovation. |
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| Course Title |
VALUE CREATION AND SELLING WORKSHOP |
| Course Code |
VCSW |
| Date |
September 23-24, 2008 |
Course fee: RM2000 per pax |
| Course Overview |
Consider the following scenarios:
- Are you tired of competing simply on prices because your product/ services seem like a commodity to your customers?
- Do you wish to differentiate your product/services from your competitors and sell it at a premium?
- Do you have difficulty articulating the value of your product/services to your customers?
- Would you like to know how much your customer is willing to pay for your services?
If your answer is YES to the above questions, then this workshop is for you.
This dynamic workshop will be conducted with a good blend of instruction and discussions. Participants are encouraged to bring a product/service to the class to create value surrounding it. |
| Target Audience |
Sales and Account Managers Business Managers, Services Sales Managers, Customer Support Managers, Marketing Managers and Product Managers.
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Selected Session Topics |
- Introduction to Value
Creation and Selling
- Major Account Management
- 3 tiers of Customer
Management
- Major Account Profiling
- Strategies for Value Creation
- Understanding the Customer
- Value Quantification
- Selling in terms of profit and
savings
- Value Selling
- SERVICE Methodology
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| Key Take-Away |
- Understand your customers’ and customers’ customers Most Urgent and Most Important Needs;
- Create the values that your customers really wanted and the services that are not there but are needed by your customers;
- Value add to services that your customers have already purchased;
- Articulate the values to your customers beyond the features and benefits described in your brochures;
- Position yourself and create a distinct difference in your product or services from your competitors;
- Sell the value of your products and services at a price FAR ABOVE your cost to give HIGH PROFITIBILITY, yet keeping your customers wanting for more.
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| The Trainer |
Lee Kwan Leong. Kwan Leong was a legal practitioner/head of legal department. His passion for helping people to grow and improve led him onto the path of training and consulting. Kwan Leong brings his wealth of experience in solving clients’ problems creatively (people management and sales) into the workshops. |
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| Course Title |
CUSTOMER SERVICE EXCELLENCE WORKSHOP |
| Course Code |
CSEW |
| Date |
December 18-19, 2008 |
Course fee: RM2000 per pax
Early Bird Till Nov 30:
RM1500 per pax |
| Course Overview |
In today’s business environment, providing excellent customer service can be the critical difference in your organization’s success.
Customer service involves all the activities, which your business and your employees conduct or perform to satisfy customers. This means more than just handling complaints, providing refunds or exchanges on returns, and smiling at customers. Customer service also means having the right mindset and going out of your way for the customer, doing everything possible to satisfy the customer, and making decisions that benefit the customer.
This fun and interactive workshop will be conducted with a good blend of instructions, discussions and role-plays. Participants are encouraged to bring their real-life customer related scenarios to the class for discussions. |
| Target Audience |
All Frontline Staff, Supervisors, and executives in the service industry and anyone who needs to be in contact with the customer should attend. |
Selected Session Topics |
- Customer Service
Excellence
- Customer Service Mindset
- My Role in Customer Service
- Communication
- Service Language
- Managing Expectations
- Service Skills Set
- Know your Customer
- Hear your Customer
- Delight your customer
- Service Recovery
- Handling Difficult Customers
- Keeping Cool
- How to say No
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| Key Take-Away |
The main objectives of this workshop are to:
- Create awareness for service quality and excellence;
- Provide a platform for participants to experience service from both the customer’s and provider’s perspectives;
- Enhance personal service professionalism;
- Apply service skills in challenging situations;
- Shift the participants’ mindset from “doing my job” to “doing what my customers value most”.
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| The Trainer |
Angeline Yong. Angeline was the HP Country Manager, Education, before her involvement with Everest Innovation. |
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| Course Title |
VALUE CREATION & SELLING FOR MAJOR ACCOUNTS WORKSHOP |
| Course Code |
VCSMAW |
| Date |
December 15-16, 2008 |
Course fee: RM2500 per pax |
| Course Overview |
- Introduction to Value
Creation and Selling
- Major account Management
- 3 tiers of Customer
Management
- Major Account Profiling
- Strategies for Value Creation
- Understanding the Customer
- Value Quantification
- Selling in terms of profit and
savings
- Value Selling
- SERVICE Methodology
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| Target Audience |
Major Account Managers, Senior Sales Representatives, Business Managers, Services Sales Managers, Customer Support Managers, Marketing Managers, Product Managers and Entrepreneurs. |
Selected Session Topics |
Consider the following scenarios:
- Do you find your prices being slashed because you could not get pass the Purchasing Manager to the Decision Maker?
- Do you wish to differentiate your solutions from your competitors and sell it at a premium?
- Do you find yourself losing your best accounts to your competitor simply based on price?
- Do you understand your major accounts well enough such that you can anticipate their needs and are able to craft a compelling solution for them?
- Do you want to build major account loyalty?
If your answer is YES to the above questions, then this course is for you.
This dynamic workshop will be conducted with a good blend of instruction and discussions. Participants are encouraged to bring a product/service to the class to create value surrounding it. |
| Key Take-Away |
The main objectives of this workshop are to:
- Understand the true value of your products and services and be able to articulate them from your customer’s perspectives;
- Quickly and professionally by-pass the purchasing manager (who bargains on prices) to your real decision maker (who buys your values for his business);
- Understand how your products and services can be used to help your customer generate profit or save cost;
- Position yourself as a Customer Profit Improver and create a distinct difference in your solution from your competitors;
- Understand your customer needs better through Major Account Profiling;
- Anticipate your Major Account Need by proper and predictive account management;
- Sell higher up the customer’s organization
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| The Trainer |
Lee Kwan Leong. Kwan Leong was a legal practitioner/head of legal department. His passion for helping people to grow and improve led him onto the path of training and consulting. Kwan Leong brings his wealth of experience in solving clients’ problems creatively (people management and sales) into the workshops. |
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