8th March 2005

By Yvonne Griffin,2014-06-17 04:05
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8th March 2005 ...


1. The service centre / call centre and the required service levels - ? day

    ? Essential technology

    ? Procedures and workflows

    ? Required software and why?

2. Improving Customer Service Standards - 1 ? days

    ? Understanding service levels

    ? Best practices in service levels

    ? Understanding customer needs

    ? Strategizing customer satisfaction research / survey questionnaire

    ? Analyzing satisfaction survey results

    ? Measuring customer satisfaction levels

3. Enhancing personal effectiveness series

    ? Communication Skills - 2 days

    ? Selling Skills 2 days

    ? Customer Service Skills - 2 days

    ? Personal motivation - Reframe for success - 2 days

    ? Time management 2 day

    ? Personal leadership skills - 2 days

    ? Managing stress - 2 days

    ? Call centre service skills - 2 days

    ? Telephone Selling Skills / Selling in a service call - 3 days

    ? Power presentation skills - 2 days

    ? Effective negotiation skills - 2 days

Total: 25 Days Intensive Training & Coaching x 6 Hours Daily = 150 Hours

    1.02A, Level 1, Menara LYL, No. 12, Jalan 51A/223, 46100 Petaling Jaya, Selangor Darul Ehsan. Phone: +603 7957 2992 Fax: +603 7955 2993 Page 1 of 42

Item 3 Enhancing Personal Effectiveness - series

Communication skills


    Managers and executives in any organization must communicate well, both orally and in writing, internally and externally, to people at many levels and from a variety of backgrounds. This can include passing on and

    receiving information, motivating, persuading and influencing, and handling interpersonal relationships. As

    management professionals you represent your department and your organization (as well as yourself) so your communication skills are always of prime importance. This 2-day intensive course will focus on the

    skills which are vital for success; you will receive the personal attention needed to help you improve and

    develop where necessary.

Program objectives

    ? Find solutions to “people problems”

    ? Develop “active listening” skills to really tune in to coworkers and cultivate productive relationships

    ? Improve communication to get the response you want

    ? Overcome “automatic resistance” to new ideas and get your proposals approved

    ? Gain other departments’ cooperation to implement ideas

    ? Uncover the root causes of conflict and achieve resolution

    ? Sell your ideas to the group

    ? Realize how others perceive you and improve communication to get the response you want

    ? Create a climate for action: give constructive criticism and positive reinforcement

Target audience

    Management professionals who must understand how the way they communicate affects others and may

    need to modify their communication to be more effective in their interactions with colleagues, superiors, staff, and clients or customers.

Course Outline

    Module 1: Communication Skills Overview

    ? Skills for self-expression and for putting your ideas across well

    ? Verbal communications: written, spoken, paralanguage, including choice of words, questions

    ? Identifying common barriers to productive communication: ways to overcome them

    ? The importance of active listening, skills to develop

    ? Techniques for persuasion

    ? Non-verbal communications and body language: what can help or hinder

    ? Improving your facility to send and to interpret crucial communication signals

    ? Communication styles: your own and others managing differences

Module 2 Listening more carefully and responsively

    ? Exercise: Active Listening.

    ? Exercise: Learning from the past with the tools of the present.

Module 3 Expressing yourself more clearly and completely

    ? Exercise: Exploring the Five Messages.

    ? Reading: Saying What’s In Our Hearts

    ? Reading : Peer Counseling With the Five Messages

    1.02A, Level 1, Menara LYL, No. 12, Jalan 51A/223, 46100 Petaling Jaya, Selangor Darul Ehsan. Phone: +603 7957 2992 Fax: +603 7955 2993 Page 2 of 42

    Module 4 Translating complaints and criticisms into requests

    ? Exercise: Working on your life situations.

    ? Reading + Exercise: Letting Go of Fear

    ? Reading + Exercise: Trying Out The Cooperative Communication Skills Emergency Kit

    Module 5 Asking questions more open-ended and more creatively

    ? Part 1: Asking questions more “open-ended.”

    ? Exercise: Using questions to reach out.

    ? Exercise: Translating “yes-no” questions.

    ? Part 2: Asking questions more creatively.

    ? Exercise: Expanding your tool kit of creative questions.

    ? Reading : Radical Questions for Critical Times,

    Module 6 Expressing more appreciation

    ? The power of appreciation and gratefulness.

    ? Exploring the personal side of gratefulness.

    ? Exercise: Events to be grateful for.

    ? Exploring Three-Part Appreciations.

    ? Exercise: Expressing appreciation in three parts.

    Module 7 Making better communication an important part of everyday living

    ? Exercise: A homework assignment for the rest of our lives.

    ? Perspectives on the power of communication:

    ? What Kind of Person am I Becoming? What Kind of People is We Becoming Together?

Module 8 - Conflict Management

    ? What conflict really means: constructive rather than destructive.

    ? Dealing with resistance and disagreement.

    ? The use of constructive confrontation.

    ? More productive conflict management techniques.

Teaching Methodology

    ? Highly interactive with individual and group exercises.

    ? Action learning.

    ? Video presentations.

    1.02A, Level 1, Menara LYL, No. 12, Jalan 51A/223, 46100 Petaling Jaya, Selangor Darul Ehsan. Phone: +603 7957 2992 Fax: +603 7955 2993 Page 3 of 42

Item 3 Enhancing Personal Effectiveness - series

Selling Skills


    The world in which sales professionals have to operate in has changed dramatically. Today, competition in

    almost every field is much more aggressive and intense than ever before. Customers are better informed, more discerning and more demanding. Whether in selling a product or service, the rapidly changing

    landscape confronting sales professionals requires a drastic change in mindset towards selling. Sales professionals need to approach the task professionally rather than simply rely on acumen, better products, and other street-wise selling techniques. This course will provide sales professionals with the key essentials

    to sell professionally in a competitive environment.

This two-day programme is designed to:

    ? Equip sales professionals with skills and techniques to uncover customer needs and meeting these

    needs more effectively.

    ? Help sales executives to improve their interpersonal skills in aligning the needs of the customer

    with those of the company.

    ? Provide participants with the opportunity to apply these skills in the practical ‘role-play’ session.

Program Objectives

    Participants will learn:

    ? The steps of the sales process, from cold calling to closing the sale.

    ? The four characteristics of successful sales professional.

    ? How to build customer relationships.

    ? The six trust factors that help you close larger sales in a shorter time.

    ? The seven key questions you need answered before your make your presentation.

    ? The dangers of product knowledge.

    ? The six steps to answering objectives.

Target audience

    All Executives involved in Sales and Marketing in the Industrial, Consumer, Service and other industries. Any

    individual who wishes to improve sales performance, increase his company’s customer base and retain

    existing customers can benefit from this workshop.

Training Methodology

    This 2 day workshop will be highly interactive and action-oriented. A combination of presentation and

    discussions will be used.

Role-plays will be introduced as part of the learning process.

Course Outline

    Module 1 SUCCESS mindset

    ? The 6 characteristics of success

    ? The value of written goals

    ? How can you overcome obstacles

    ? Setting your goals

    ? Commitment

    1.02A, Level 1, Menara LYL, No. 12, Jalan 51A/223, 46100 Petaling Jaya, Selangor Darul Ehsan. Phone: +603 7957 2992 Fax: +603 7955 2993 Page 4 of 42

? exercises

    Module 2 The Sales Professional ? The perfect job

    ? Can selling be learned

    ? Characteristics of a top sales professional ? Developing a selling attitude ? Breaking self-imposed barriers ? Exercises

    Module 3 Trust: the most valuable tool ? Professional integrity

    ? Credibility

    ? Knowledge and understanding of situation ? Company’s and product ability to deliver

    ? Client’s ability to use the product or service

    ? Exercises

    Module 4 meeting clients ? Purpose of your business

    ? How many people is enough

    ? Prospecting for gold

    ? Getting appointments

    ? Exercises

    Module 5 Building relationships ? Social styles

    ? First impressions

    ? Building the relationship

    ? Arousing curiosity

    ? Exercises

    Module 6 Asking questions ? Principle of reciprocity

    ? Importance of questions

    ? Forming your questions

    ? Key questions

    ? Dominant buying motive

    ? Exercises

    Module 7 The Presentation ? Summarize what prospect said ? Presentation gears

    ? Exercises

    Module 8 asking for action ? Check for agreement

    1.02A, Level 1, Menara LYL, No. 12, Jalan 51A/223, 46100 Petaling Jaya, Selangor Darul Ehsan. Phone: +603 7957 2992 Fax: +603 7955 2993 Page 5 of 42

? Buying signals

    ? Closing the sale is easy

    ? Exercises

    Module 9 Handling objections ? Paraphrasing

    ? Approach to handling questions ? When to answer objections ? Checking questions again

    ? Putting it all together

    ? Exercises

    1.02A, Level 1, Menara LYL, No. 12, Jalan 51A/223, 46100 Petaling Jaya, Selangor Darul Ehsan. Phone: +603 7957 2992 Fax: +603 7955 2993 Page 6 of 42

Item 3 Enhancing Personal Effectiveness - series

Customer Service Skills


    Front liners and support center staff are increasingly being challenged with the difficult task of supporting

    customers. They must possess the ability to diagnose problems, deliver solutions, and enable customers to

    continuously use their company’s products and services. This unique training is designed for support

    professionals who want to develop and improve the vital skills needed to deliver excellent customer support.

    We will equip participants with the essential customer service and support skills needed to enhance

    productivity and enable them to achieve world-class customer support. They will learn important new skills

    such as:

    ? Understand and exceed customer expectations

    ? Improve your communication and listening skills

    ? Effectively use the telephone and email to deliver support

    ? Solve problems efficiently and methodically

    ? Assess your skills

Module 1 - Influencing Customer Perception

    Frontliners provide a single point of contact within an organization for managing customer problems and

    requests, and providing solution-oriented support services. Fronliners interact directly with customers and

    as such have a most important role. We’ll explore what’s involved in delivering customer support, following

    up and helping close the sale.

    ? Understanding the 3 things customers really want

    ? Anticipating customer needs and managing expectations

    ? Demonstrating a positive, CAN DO attitude

    ? Introduction to success

    ? Understanding how we think

    ? How to turn negative self-talk into positive affirmations

    ? How you can reduce day-to-day hassles by establishing positive relationships with people at work

    and at home

Module 2 - Winning Telephone Skills

    When interacting with customers over the telephone, the words you say, and how you say themthe tone

    of voice you use—leave a lasting impression. We’ll help you develop excellent telephone skills that will send a positive, professional message to your customers. We’ll also help you avoid the most common call

    handling mistakes.

Creating a Positive Telephone Image

Understanding the power of the telephone

    Getting ready for your next call

    Greeting the customer: Starting the call off right

    Letting your personality shine through

Avoiding the most common telephone mistakes

     Placing customers on holdthe right way

     Knowing when and how to transfer calls

    1.02A, Level 1, Menara LYL, No. 12, Jalan 51A/223, 46100 Petaling Jaya, Selangor Darul Ehsan. Phone: +603 7957 2992 Fax: +603 7955 2993 Page 7 of 42

(Role Play)

Module 3 - Developing Strong Communication and Listening Skills

    Communication and listening skills are recognized as the most basic and important skills that frontliners

    must possess. As a high percentage of support transactions are conducted over the counter, and telephone,

    active listening and verbal communication skills are extremely important. Don’t miss this opportunity to

    learn how to communicate effectively and become a better listener. Say it better. Certain phrases drive

    customers crazy. That’s not our policy...There’s nothing else I can do for you...We don’t support that Learn

    how to avoid negative phrases and positively communicate your company’s policies.

Communicating Your Commitment to Customer Satisfaction

    ? Handling calls professionally from start to finish

    ? Identifying and understanding customer communication styles

    ? Establishing rapport and building trust

The Power of Listening

    ? Active vs. passive listening

    ? Avoiding the distractions that prevent good listening

    ? Knowing what to listen for

    ? Listening with an open mind - not just your ears

    ? Activity One way two way communication, Exercises Positive Language

Module 4 - Effectively Solving and Preventing Problems

    Customer support is more than answering questions and "fixing" problems. Customers want problems

    resolved quickly, but more importantly, correctly. Ultimately, they want problems to be prevented. We’ll

    take you step-by-step through the problem solving process and give you the opportunity to practice proven

    techniques. We’ll also discuss the concepts of trend and root cause analysis and explain how the information

    you capture can be used to prevent problems and minimize their impact.

Taking a Methodical Approach to Solving Problems

    ? Asking pertinent questions and gathering the facts.

    ? Isolating the probable problem source.

    ? Finding and delivering a solution.

    ? Knowing when to escalate.

Focusing On Prevention

    ? Distinguishing symptoms from root causes.

    ? Analyzing both positive and negative trends.

    ? Performing root cause analysis.

    ? Taking corrective and preventive action.

    Game: Ask the right questions. Problem solving involves logical thinking and working systematically to find the probable problem source, and then a solution. Learn and practice the questioning skills that are the

    hallmark of an excellent problem solver.

    1.02A, Level 1, Menara LYL, No. 12, Jalan 51A/223, 46100 Petaling Jaya, Selangor Darul Ehsan. Phone: +603 7957 2992 Fax: +603 7955 2993 Page 8 of 42

    Item 3 Enhancing Personal Effectiveness - series

Personal motivation Reframe for success



    De-motivated staffs have lower productivity. This significantly affects the success of the manager/ team

    leader. De-motivated staffs are more inclined to leave which incurs the costs of recruitment and training. In the fast changing modern situation, the risks of de-motivation are high. Motivation may change quickly.

    Conversely highly motivated staff is usually the most productive and successful. This Motivation training

    course gives participants practical tools to improve levels of motivation and avoid the pitfalls. This

    stimulating course allows participants to consider and improve their living and behavior patterns and

    reframe their mindsets and behavior to be wired for success.

Program objectives

    At the end of this program, participants will be able to:

    ? Balance multiple priorities with ease and confidence

    ? Learn to recognize and make maximum use of your peak energy periods

    ? Become more positive and gain a sense of accomplishment from your work

    ? Handle stressful situations easily with powerful coping techniques.

    ? attain work/life balance and handle pressure and stress more effectively

    ? identify goals and objectives, and prioritize your activities

    ? maximize your time and productivity working with other people

    ? handle unexpected demands with competence and confidence

    ? understand and manage your communication options effectively

    ? Be more positive and productive at work and at home

Program outline

    What Is Motivation?

    ? Definition

    ? Barriers to motivation

    ? Common motivation pitfalls

    ? Symptoms of motivation and de-motivation

What is Success?

    ? Introduction to success

    ? How to turn negative self-talk into positive affirmations

    ? How you can reduce day-to-day hassles by establishing positive relationships with people at work

    and at home

    ? The Power of your Subconscious Mind

    ? Understanding your mind

Personal Performance & Self Development

    ? Awareness Journal: Find ways to better control your life

    ? Finding and assessing your core beliefs

    ? Personal Performance success factors

    ? Get Ready to Think & Learn

    1.02A, Level 1, Menara LYL, No. 12, Jalan 51A/223, 46100 Petaling Jaya, Selangor Darul Ehsan. Phone: +603 7957 2992 Fax: +603 7955 2993 Page 9 of 42

? Asking Questions: A key to successful life

    ? Personal Character Awareness & Development

    Goal Setting and Planning

    ? Personal Visioning: Uncover personal desires that might not be fully obvious. ? Goal Setting: Professional and personal.

    ? Planning: “Five Hows”: How to develop a plan.

    ? Different Ways to Think - Better Ideas and Solutions

    ? Wishful Thinking

    ? Tap your subconscious for ideas

    ? Personal Brainstorming: Develop alternative ideas and solutions

    Communication for Success

    ? Perception Filters

    ? 3 levels of perceptions

    ? Internal and External Barrier to better relationships

    ? Speaking and listening for feelings

    Work/life balance and handling pressure and stress

    ? Defining your specific challenges to career and life balance ? Discovering the relationship between stress and performance ? Techniques for coping with and controlling stress

    ? Weaving family, friends and co-workers into an emotional support system ? Relaxation skills you can master to control stress and relieve tension ? Diet and Health

    1.02A, Level 1, Menara LYL, No. 12, Jalan 51A/223, 46100 Petaling Jaya, Selangor Darul Ehsan. Phone: +603 7957 2992 Fax: +603 7955 2993 Page 10 of 42

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