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X-ORIGINAL-URL:https://mlearning.meteor.com.my
X-WR-CALDESC:Events for METEOR Learning
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DTSTART;TZID=Asia/Kuala_Lumpur:20260714T090000
DTEND;TZID=Asia/Kuala_Lumpur:20260715T170000
DTSTAMP:20260618T053052
CREATED:20260614T173954Z
LAST-MODIFIED:20260616T022819Z
UID:3315-1784019600-1784134800@mlearning.meteor.com.my
SUMMARY:Customer Engagement & Experience
DESCRIPTION:OVERVIEW \nCustomer service training is the training and upskilling of customer service employees to improve the support they can provide and thereby increase customer satisfaction. It is an ongoing\, continuous process of growth throughout an employee’s time working in customer service. It is essential for organizations because it train employees the proper techniques and best practices to deal with customers. Training customer service team members allows them to communicate with customers effectively\, handle escalating problems\, and successfully solve them. \n  \nLEARNING OUTCOMES \nAfter completing this training\, participants should be able to: \n\nUse a customer-focused approach to serve every customer\nRecognize the importance of customer service\nIdentify the values required for excelling in customer service\nLearn to be a proactive listener and gauge the understanding of customers\nInteract with every customer using positive language\nAsk the right questions and understand their need effectively\nUse body language to showcase professionalism\nMinimise complaints from customers and focus on customer satisfaction\nImprove customer satisfaction and customer loyalty\n\n  \n COURSE OUTLINE           \n\n\n\nMODULES  \nThis training encompasses the following modules: \n  \nModule 1: Know Your Customer \n\nKnow your customer\nUnderstand the requirement of the customer\nSet the foundation of customer service principles\nLearn the Pillars of customer service\nCreate a professional approach towards the customer to define the experience\n\n  \nModule 2: Customer Awareness & creating a professional approach  \n\nUnderstanding customer expectations\nCreate a successful interaction with the customer\nUse conversational language to your advantage\nBuilding consistent customer focus\nProfessional customer interaction\nIdentify your potential growth areas\n\n  \nModule 3: Set S.M.A.R.T Goals in Customer Service  \n\nTake the first step towards creating the vision and setting goals\nHow to create strategic S.M.A.R.T goals?\nSelf-assessment in customer-facing skills\nSet goals and benchmarks for yourself\nAchieving Goals – The Bridge Model\n\n\n\n\n  \nModule 4: Build on Listening Ability   \n\nCreate empathy with the customer and work towards listening skills\nThe crucial role of active listening\nUnderstand the different levels of listening\nThe components of good listening\nConflict Management – The Best Approach\n\n  \nModule 5: Communicate Effectively   \n\nCreate importance of Communication as a two-way medium\nWork towards building the skill for communicating effectively\nTypes of Communication\nThe advantages of communication\nFilters to Communication\nBarriers to communication and working towards overcoming them\n\n  \nModule 6: Understand the customer language and build relationships  \n\nImportance of non-verbal communication\nLearn the right body language to interact with customers\nCreate a positive first impression\nCreate positive energy when interacting\nLearn the use of the right gestures\, actions\, and styles of body language\n\n  \nModule 7: Identify the customer needs and different kinds of customers  \n\nUnderstand your customer’s needs\nTypes of Customers\nEnhance the Customer Service Experience\nHow can you customise your interaction?\nSystematic Probing and Creative Questioning\nRecognize the different customer behaviours\n\n  \n Module 8: Know your customer’s profile  \n\nKnow your customer’s profile\nUnderstand and learn different types of customer’s profile\nIdentify the way to satisfy customers\nFlex your conversations to match customer’s needs and wants\n\n  \n Module 9: Learn the Complaint Resolution Structure   \n\nComplaint resolution is critical to understand\nCategories of complaints\nCreate a structure to deal with conflicts and complaints\nComplaint and conflict resolutions – Case Studies\n\n  \nModule 10: Build your brand value   \n\nBuilding your brand value\nCreate trust\, respect and loyalty\nHow to go above and exceed your customer’s expectation\n\n  \nMETHODOLOGY \n\nInteractive lectures\nGroup discussions\nGroup presentations\nRole play\nGames\n\n 
URL:https://mlearning.meteor.com.my/event/customer-engagement-experience/
LOCATION:Menara OUM\, Block C\, Kompleks Kelana Centre Point\, Jalan SS7/19\, Kelana Jaya\, Petaling Jaya\, Selangor\, 47301\, Malaysia
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ORGANIZER;CN="METEOR Learning":MAILTO:meteorlearning@meteor.com.my
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