The 4C's of Customer Service Excellence: Concern, Confidence, Competence, Communication

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Course Information

This is a highly interactive and participative workshop based on actual work situations and case studies for learning effectiveness. Participants can expect a shift in attitude, skills and knowledge in a fun and building environment.

Course Objectives

At the end of the 2-day programme, participants will be able to:

• Find satisfaction and pride in their jobs through a realization of their roles and the importance of being customer-centric
• Put into place practical ways to meet and respond to customer’s expectations through managing conflicts and issues confidently
• Learn ‘What to say’ and ‘How to say it’ when communicating with customers
• Focus their energy positively by being a pro-active and motivated service staff
• Confidently upsell product to earn more sales.
• Work as a good team member to achieve service target results

Who Should Attend?

Customer Service Personnel

Course Trainer: Ms Irene Choong

Irene has been a trainer for close to twenty-five years. She holds a Masters in Training and Human Resource Development (MTHRD) USA and Bachelor of Arts (Hons) degree from the University of Malaya. Irene is a Director and Consultant/Trainer of Pinnacle Performance which was founded in 1993. 

Irene is a Certified Neuro-Linguistic Programming (NLP) Practitioner and a Certified Professional Trainer (CPT) from MIM and an accredited trainer of HRDC. She also holds a TAE40116 Certificate IV in Training and Assessment (Australia) which is a Work-Based Certification recognised within the Australian Qualifications Framework. She is also a Certified Masteries Practitioner Coach under the International Association of Coaching (IAC).

 

She has accumulated wide experience in the field of management, communications, marketing and customer service having served in various management capacities in various industries. Her corporate experience in multinational firms instilled an invaluable experience in understanding the work issues facing her participants that attended her training mainly from the manufacturing, service and retail sectors.

Irene has facilitated many workshops for managers, executives and support staff from corporate clients, the public sector, GLCs and NGOs. Some of her specialized field include Leadership, Supervisory skills, Coaching, Customer Service, Executive Development Program, Teambuilding, Emotional Intelligence and Professional Administrators Course.

She also facilitates conferences / CPD talks for the Malaysian Institute of Management (MIM), Federation of Malaysian Manufacturers (FMM) and the International Association of Facilitators (IAF). Her strengths lies in her ability to engage her participants through a strong command of both Bahasa Malaysia and English language.

An enthusiastic and lively speaker, Irene has been awarded the title of Competent Toastmaster (CTM) and Competent Leader (CL), awards given in recognition of competence & leadership in the Toastmasters movement.

She believes that:

“Every human being possess their own unique qualities and has the potential to succeed.”