Customer Care – Empowerlink Consultancy

The old adage that “the customer is always right” no longer applies presently as customers must realise that excellent service is provided out of mutual respect, and definitely not out of obligation or fear.

To attract new customers while still retaining loyal ones, you will have to educate yourself as well as your staff that courtesy and hospitality can go a long way in remaining relevant in this competitive business world.

Learn to be SEAMLESS and initiative when delivering customer service to your customers by enrolling in our 2-day courses and watch yourself turning SERVICE into CARE for your customers through the following:

uncover customer needs by thinking from their perspective;
inform customers of positive and negative news by using positive communication;
deal with irate customers patiently;
managing your own sanity against all odds!

The Ten Principles Behind Great Customer Experiences

Creating a great experience for your customers doesn’t have to be expensive. It doesn’t require an army of boffins, and it doesn’t need high-tech equipment and fancy processes.

It just needs conscious, deliberate and structured thought. The emphasis is very much on practical things that you could do today to make a real difference to the lives of your customers. Customer Experience Management framework is aimed at facilitating behavioural change. Since these principles complement the existing ways of working, they are easy to implement when used to identify opportunities to improve customer experience. These principles are universal – they apply to products and services, and to businesses of any size, in any sector.

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Customer Service Through Professionalism And Courtesy

Customer service is a demanding job. What’s more, providing superior service to customers is an even more challenging task.

Within the confines of a short encounter with customers, you must manage the customer interaction, satisfy his or her needs, remain courteous and professional no matter what, and be prepared to immediately take action by writing follow-up e-mails. This course is designed to cover the underpinning knowledge and skills required by customer-facing professionals like you. To enable you to stay passionate about your job, you will be encouraged to manage your work-related stress by shaping and choosing a positive attitude.

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Customer Service Through Positive Attitude

This course is aimed at building customer loyalty and satisfaction through quality service and communication skills training.

It is an essential programme for all customer service representatives, including face-to-face customer service, phone training, call centre training and guest services training. Meaningful communication involves using language to encode and decode messages so that goodwill is enhanced between business professionals. Having a positive attitude complements effective communication. And this is where this course comes in handy – to help business professionals like you learn strategies so that positive attitude, effective communication and excellent customer service skills are within your grasp!

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Turning Customer Service To Patient Care: Internal And External Customers (Healthcare)

Customer service is the provision of a service to a customer. As this applies to Healthcare, the customers are the patients, their families, and the communities that are served.

The service provided is healthcare and people of all walks of life access healthcare each week. Whether it’s routine exams, urgent care, emergency room care, lab work, radiology, and surgeries, patients rely on nursing staff for optimum healthcare. In Malaysia, where healthcare is beginning to form one of the largest profit-generating industries, is set up in such a way that patients have the right and ability to choose their provider and where they receive care. With patients having such autonomy, hospitals and practices must provide not just good customer service, but excellent patient care in order to compete for patients. What patient would choose to go to a hospital known for its rude and uncompassionate nursing staff? What patient would choose to seek care at a facility with the reputation of being tardy or having long waits?

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Conversational Skills To Enhance Customer Service (Healthcare)

Research shows that patient satisfaction improves drastically when the staff at the hospital can provide basic customer service in English.

It is undeniable that high quality customer service is important in all industries. Healthcare even more, especially when you are the patient seeking treatment, recuperating in the hospital or if you are a patient’s relative waiting anxiously for a diagnosis. The last thing you wish to do is to struggle in your communication with hospital staff! In this programme on Conversational English, hospital staff will be trained to communicate in English so that they will be able to convey meaning confidently and effectively with a variety of audience, ranging from patients, patients’ relatives, consultants, and even their fellow peers.

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Exceeding Your Customers’ Expectations

It is an essential programme for all customer service representatives. Since these personnel are assets of the company who help to drive the entire service crew to service excellence, they will be guided to excel in face-to-face customer service, phone etiquette and guest services training.

In empowering your customer service representatives to provide excellent service, this workshop will provide ample opportunities to role-play and simulate authentic work-related situations that they encounter on a daily basis. The rationale behind this is to assist the participants in applying useful strategies in serving customers as well as overcoming possible conflicts with customers.

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Keeping Your Sanity: Managing Irate Customers

Difficult people come in a wide variety. There are those whose personality rubs you the wrong way. They may not be difficult for someone else, but they are for you.

And then there are those who are difficult for everyone. But perhaps the most difficult for everyone is the angry customer. This is someone who feels that he or she has been wronged, and is upset and emotional about it. These customers complain, and they are angry about something you or your company did. This programme will provide you with techniques for dealing with difficult situations at the customer’s touch points. You will learn general guidelines for dealing with difficult situations and two techniques for dealing with challenging customers in such situations.

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Internal Customer Service: Working With Personalities

Whenever the phrase “customer service” is mentioned, the first thought we have is usually about people who pay for our products and service. Well, these are external customers. What about internal customers?

Since they are rarely mentioned, does that mean they are less important to our organisation? The answer is a firm NO. They are the ones who make all the difference to what you have to offer — in short, they either help you stay relevant in your business by using their competencies to optimise your business opportunities, or cause your downfall by screwing up business deals and offending your external customers! This course mirrors the phrase “Help me help you” from the movie “Jerry Maguire”. You will explore ways to keep your internal customer morale high by understanding their working styles, persuading them through the use of WIIFM, empowering them through motivation and positive reinforcement. If you are a leader who cares about your people, this is the course for you to invest in.

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Enhancing Customer Service

This course introduces the need to manage yet respect the needs and rights of the customers.

You learn to recognise the common behavioural styles of the customer and apply the right approach to deal with demanding and irate customers. You will also learn tips and a user-friendly checklist on telephone etiquette.

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Making Customer Recovery Management Your Organisation Culture

You will learn to establish who you are talking to and use a relevant strategy to communicate with them.

Your enthusiasm to build a relationship with your customers will be reignited. You will speak the language they understand while building a solid platform of understanding and communication, making them your loyal customers.

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Resolving Conflicts

You will learn to deal with awkward feelings by getting to the heart of the problem.

You will be able to differentiate various approaches in dealing with conflicts and discover the best way to resolve conflicts with people who matter. You will initiate constructive confrontation to create a win-win resolution, or adjust expectations in various situations such as dealing with difficult people or delivering bad news.

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Winning Over Difficult Customers And Callers

This managing difficult people programme teaches your employees to address difficult people according to their specific behaviour.

Participants will have the opportunity to address their difficult personalities, follow the guidelines for managing difficult people to customer complaints, and exceed expectations. Participants will also learn how to give constructive feedback – both praise and criticism – to subordinates or peers, and use strategies for effective conflict resolution.

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Call Centre Excellence: Activate Your Telephone Skills

Learning how to communicate well on the telephone is one of the top priorities for professionals who need to use English at work.

Learning the common phrases that are used on the telephone helps you know what to expect. However, what you often need most is practice, practice and more practice. Telephoning requires special skills as there are a number of difficulties that arise when communicating without visual cues. In this course, you will learn specific phrases and techniques to improve confidence when managing calls.

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Chill: It’s Just A Cold Call

Let’s be honest – making cold calls is not everyone’s cup of tea. But it is undeniable that cold calls can be an extremely effective tool to create awareness and explore new markets.

However, for you to be good at it, you must master the art of approaching someone, professionally, openly and meaningfully, with a practical and sensible proposition. By going be part of this course, you will experience firsthand how cold calling can help you enjoy success if your mind is focused on initiative and prompt action.

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