1. Healthcare

28-29 January 2015| ARMADA HOTEL, PJ
Visit http://www.itrainingexpert.com/course-calender.asp for latest dates and venue
OVERVIEW
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HOW YOU AND YOUR ORGANISATION BENEFIT?
Do you want 'customer complaints' to drop?
Do you want your company to be seen as providing
'excellent customer service'?
Do you want to minimize the stress from difficult
customers?
By the end of the course, participants will be able to:
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You've come to the right course then.
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Dealing with customers and handling their complaints on
the telephone is stressful — and risky — business!
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When complaining customers turn confrontational, over
demanding, or unreasonable, it becomes formidable than
ever to deliver helpful, courteous service.
In this course, we will share with you how to met the
'challenges' with a take-charge attitude and a positive
outlook to help your customers immediately feel good about
doing business with your organization.
We know that you must have some skills to handle your job
but sometimes, even the most helpful and caring people do
need to sharpen their skills, enhance their experience, or
change attitude to handle a really tough customers..
With the sharing to tools, tips and techniques in this proven
effective workshop, learn to to provide the kind of superior,
commendable and superior service that results in satisfied,
loyal customers. You want to retain loyal customers who
support your business, purchase your products and services,
and recommend your organization to others!
direct customer encounters more positive,
productive, and profitable
Discover innovative ways to cope with client
demands and complaints
Utilize strategies that can help develop a rapport
with all types of "prickly personalities."
Resolve complaints quickly — and to everyone's
satisfaction
Repair soured relationships with customers who
otherwise would have been lost forever
Here are just some personal and professional rewards you
could earn from just being able to have such of exceptional
customer service on the telephone.
Don't just listen to complaints, but learn from them … and
prevent future problems while solving current ones!
SUITABLE FOR
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Customer Service Executives
Customer Service Team Leaders
Internal customer service trainers
Front desk and Front office assistants and supervisors
Receptionists and Secretaries
DURATION
2 full days ; 9.00am – 5.00pm
ITRAININGEXPERT GLOBAL PLT (LLP 0000201-LGN)
Corporate Admin Headquarters: No 9, Jalan BK 8A/2, Bandar Kinrara, 47180 Puchong, Selangor, Malaysia
Tel: +603-8074 9056
|
Fax: +603-8082 4164
Email: [email protected]
Website: www.iTrainingExpert.com
service, Telesales and Debt collection through phone.
COURSE OUTLINE
Day 1
Module 1: Telephone Etiquette Essentials
Module 2: Active Listening vs Not Listening
Module 3: Articulate Speaking on The Phone
Module 4: Understanding Customer Expectations
from their Perspectives
Module 5: Powerful Probing Skills – Asking the right
questions that customers feel that you care!
Moghal' s training experiences include:
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Day 2
Module 6: Dealing with difficult and angry callers
Module 7: Developing Two-Way Win-Win
Communication
Module 8: Writing apologetic email with the correct
structure and tone.
METHODOLOGY
Interactive input, case study presentation, group discussion
and role play.
COURSE LEADER
Mr S. Moghal has over 17 years of experience in Sales,
Customer Service and Telemarketing for various products
and services. He majored in Communication at Knox
College, Galesburg, Illinois, USA. The experiences that he
has injected into sales and service training and consultancy
date back to 1990 when he began his career as a sales
agent in the United States. Subsequently, he moved up the
ranks of agent to team leader to internal trainer over a
period of 6 years. Since then, he has been actively involved
with developing agent and team leader skills within
customer service teams in a multitude of industries
including Banking, Insurance, Manufacturing, BPO
companies, Software Developers and more. This
experience as a customer service trainer has been
instrumental in the development of his understanding of
agent and team leader psychology, what drives each
position and how skills are developed in each area.
His training sessions are filled with an air of positivity and
motivation for the participants. His training style revolves
around Concepts, Application, Reflection and most of all
FUN!! Shahrukh is the man behind The PLEASE!™
Workshops which train front liners to implement winning
Customer Interaction Tools such as to Probe, Listen,
Empathize and Articulate.
The PLEASE!™ Workshops are suitable for any executive
who interacts with customers regularly. Especially in
Contact centre customer service, Face to face customer
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HSBC Bank Malaysia Berhad – CRM training for the Business Banking Team –
Telephone Communication
HSBC Bank Malaysia Berhad – Branch training of financial products TELESALES,
HP, Credit card
Maybank Group Contact Centre – Outbound Telemarketing Skills (Insurance
products)
Hong Leong Group Call Centre – HP, Credit card, Assurance and Customer Service
The Bank of Nova Scotia Berhad Call Centre - Branch training of financial products
sales
Malaysia National Insurance – Telesales training for a Child Education plan
Eon Bank Berhad Call Centre – Tele-Debt collection skills for credit card, housing
loan, hire purchase
AmAssurance – Setting up a new Telemarketing Unit
RHB Bank Call Centre– Outbound Telemarketing Training Mortgage
OCBC Bank (Malaysia) Berhad – Outbound Telemarketing Skills for transactional
banking
 Jabatan Kesihatan Wilayah - Counter Customer Service Skills – by resource
trainer
Bank Rakyat Call Centre – Telesales and Service training
Honda Malaysia Sdn. Bhd. – Call Centre Customer Service
Etiqa Insurance Berhad – Brand Delivery training campaign
Legend Hotel – Time Share appointment and Customer Service training
Palace of the Golden Horses - Time Share appointment setting and Customer
Service
SP Setia – Outbound telemarketing skills
Bonuslink Call Centre – Outbound Telemarketing Skills & Inbound Customer
Service
Boustead Development – Property Sales and Appointment Setting training
Bumiputra Commerce Bank Berhad Call Centre –Phone Banking sales
New Straits Times– Classified Ads-Call Centre & Face to face service
Utusan Melayu– Classified Advertising-Outbound Telemarketing and recruitment
Malaysian Oxygen Berhad Call Centre – Industrial Products sales and Service
British American Tobacco – Effective Communication and Selling Skills (Kent)
Telekom Publications Sdn. Bhd. Call Centre – Appointment setting Skills for Yellow
Pages
Malaysia Airlines Golden Boutiques – Buy n Fly card telesales training
MNI Oneline Call Centre – Telesales and Teleservice training
Zuellig Pharma Call Centre - Customer Service Training
IBI Holdings Berhad Call Centre –Telesales of remanufactured toner cartridges
ITI Otago Polytechnic New Zealand – New student registration sales training
Knowledge Group of Companies Call Centre– Telesales training and motivation
Elken Sdn Bhd – Counter Service / Effective Communication and Customer Service
Alterni (M) Sdn. Bhd. Call Centre – Herbal products sales
Vsource (M) Sdn. Bhd. – Outbound Telemarketing Training for this Outsourced Call
Centre
EDS MSC Malaysia Sdn. Bhd. – Call Centre Tele-Service and Handling Complaints
CSC Malaysia Berhad – Ensuring contact centre success.
Ricoh Malaysia Sdn Bhd. – Telesales Skills
Pharma Field Synergy – Telesales script development
City Link Express – Call Centre Customer Service Skills
Pos Laju – Debt Collection by Phone
Iskandar Development Johor – Customer Service Excellence
GFK Retail and Technology Malaysia Sdn Bhd – IT Helpdesk (Contact Centre
Customer Interaction training)
DKSH Malaysia Sdn Bhd – Call centre agent on the job assessment and coaching
Gibraltar BSN Life Berhad, Formerly UniAsia Life Berhad – Call centre telesales
skills & team leader training
INVESTMENT
Normal price:
RM 2590.00 | US 880.00 per
delegate
Early Bird Price:
RM 1990.00 | US 750.00 per
delegate (Payment 14 days before the course
commence)
Group Registration: RM 1890.00 | US 680.00 per
delegate for a minimum of 3 participants register
together.
(Fee inclusive of Buffet Lunch, Refreshment, Training
Materials Certificate of Achievement)
ITRAININGEXPERT GLOBAL PLT (LLP 0000201-LGN)
Corporate Admin Headquarters: No 9, Jalan BK 8A/2, Bandar Kinrara, 47180 Puchong, Selangor, Malaysia
Tel: +603-8074 9056
|
Fax: +603-8082 4164
Email: [email protected]
Website: www.iTrainingExpert.com
TRAINING REGISTRATION FORM (PUBLIC PROGRAM)
Upon submission of this registration form, you undertake the Registration Policies and have read and
understood the terms and regulations.
Registration date: ________________________________________________________
Training Programme Title: _________________________________________________
Training Programme Date: _________________________________________________
Fee per pax (RM): ___________________________Total (RM) ____________________
Meal preference:
Vegetarian
Normal
No
Participants Name
Designation
Contact No
(Handphone)
Email
1
2
3
Company Name: _________________________________________________________
Address: ________________________________________________________________
________________________________________________________________________
Telephone : _________________ Fax : _____________________
E-mail
: ____________________________________________
Contact Person
Name : ________________________________ Designation : _____________________
Telephone : _________________________ Fax : ____________________________
Mobile:_____________________ Email: _____________________________________
________________________________
Authorised Signature
Company Stamp
By submitting the registration form, you have fully read and understand the policy stated:
PLEASE FAX THIS FORM TO +603-8082 4164 or email to [email protected]
For enquiry, please contact us at +603 8074 9056
ITRAININGEXPERT GLOBAL PLT (LLP 0000201-LGN)
Corporate Admin Headquarters: No 9, Jalan BK 8A/2, Bandar Kinrara, 47180 Puchong, Selangor, Malaysia
Tel: +603-8074 9056
|
Fax: +603-8082 4164
Email: [email protected]
Website: www.iTrainingExpert.com
INVOICE, REGISTRATION, CANCELLATION, PAYMENTS, DISCOUNT, AND REFUND POLICIES PAYMENT AGREEMENT
1.
The organiser shall confirm all registrations latest by one (1) week before the commencement of the programme.
2. To join, please complete this Registration Form and return to us via FAX NO. +603-8082 4164, send a signed scanned
copy to [email protected] or register online. Reservation or Registration by Telephone WILL NOT BE
ACCEPTED.
3.
A pro-forma invoice will be emailed to you upon acceptance of the Registration Form.
Payment is required within 14 days upon receipt of the invoice. All payment must be before to the training date.
Confirmation letter will be issued to participants once payments have been received. All payments must be banked into
the organiser’s bank account and email or fax payment slip as proof of payment.
4. Payment MUST BE DONE prior to the event’s commencement otherwise the registrant can be refused entry.
5. For late payment, we will start charging a 10% interest for payment not received 7 days after the completion of the
program.
6. Please make cheque payable to: "ITRAININGEXPERT GLOBAL PLT".
7. Bank into "CIMB BANK BERHAD" Account No: 800 356 1683. Swift Code: CIBBMYKL. Scan & email to
[email protected] the bank-in slip to us.
8. The course offered is SBL claimable under Human Resources Development Fund (Malaysia).
CANCELLATION POLICY
1.
The organiser shall confirm all registrations latest by one (1) week before the commencement of the course.
2. Once a registration is confirmed, NO CANCELLATION IS ALLOWED. If the registered delegate is unable to attend, a
substitute is allowed. A registration cancelled on the week of confirmation will be charged the full training fee.
3. All cancellations will incur a 10 per cent administration fee.
4. Cancellations made less than seven working days before the training event will not be eligible for a refund.
5. For cancellation in writing (letter/email) in more than 14 days prior to the training we will prepare a full refund.
6. If you cannot attend an event, you can nominate a substitute at any time without payment of an administration fee.
7. In case of registrations that have been paid in advance, no refunds or credits will be given for registrations cancelled on
the week of confirmation or for no-shows. A substitute may be sent.
8. A full (100%) refund may be granted if the course is cancelled by the organiser. The organiser reserves the right to
postpone or cancel any course and/or change instructors at any time.
PROGRAM POLICY
Please note that consultant and topics are confirmed at the time of publishing. However, should circumstances beyond the
control of the organizer may occur, we reserve the right to alter or modify the advertised speakers/ topics/ dates if necessary.
DATA PROTECTION
Personal Data is gathered in accordance with the Personal Data Protection Act 2010 (Act 709).
PAYMENT DETAILS
ORGANIZER’S RIGHT TO CANCEL OR RESCHEDULE
We reserve the right to cancel or reschedule any program or course. In the event that, the organizer cancels a program or
course, a full refund of the amount paid for the program or course will be issued or applied as a credit toward a rescheduled
program or course. We cannot and do not assume responsibility for any other costs (i.e. non-refundable airline tickets or
hotel reservations) or damages (including consequential, exemplary, incidental, or tort damages) or for any lost profits
resulting from the rescheduling or cancelling a program or course.
Email to [email protected] with any questions or concerns.
ITRAININGEXPERT GLOBAL PLT (LLP 0000201-LGN)
Corporate Admin Headquarters: No 9, Jalan BK 8A/2, Bandar Kinrara, 47180 Puchong, Selangor, Malaysia
Tel: +603-8074 9056
|
Fax: +603-8082 4164
Email: [email protected]
Website: www.iTrainingExpert.com