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.

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

• 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.

The ability to get along with people is a critical skill required by all managers and leaders. This makes them good managers and leaders.
However, great managers and leaders do not merely know how
to get along with others; They know how to help others win and
deliver results!
This ability differentiates good managers from great managers!
If you desire to go from good to great and increase your effectiveness at the workplace, home and community, then this program is for you!

Selected Session Topics

• Introduction: People Skills
• First Impressions Count
• Relate & Connect with People
• Understand & Know Yourself
• Identify your strengths
• Understanding Others (S,C,M,P)
• Giving & Receiving Feedback
• Managing Conflict & Difficult People

Almost every working executive can benefit from improving his
communication and writing skills. As the world becomes a global
village, every employee is a global worker and thus has a need to be
understood internationally to get ahead and succeed.
For organizations who market their products & services internationally,
there is an even greater need to ensure that their staffs project a
professional image through their English language proficiency and
business writing competency.
Many executives in professional services today face the challenge of
writing constructively and concisely to clients even though they may
communicate with confidence verbally.
Others struggle with low selfconfidence because they are conscious about their ability to converse well in the English language.
This workshop aims to help participants who want to improve
their communicative English language skills while helping them
improve their business writing skills in a practical way.

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.

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

• 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.

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.

Sales and Account Managers Business Managers, Services Sales Managers, Customer Support Managers, Marketing Managers and Product Managers.

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

• 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.

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.

CUSTOMER SERVICE EXCELLENCE WORKSHOP (HRDF Claimable)

Course fee: RM1,280 per pax

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.

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

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”.

Angeline Yong. Angeline was the HP Country Manager, Education, before her involvement with Everest Innovation.

• 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

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. 

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

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.