04
Aug

NEXT-LEVEL CUSTOMER SERVICE

Who should attend

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This programme seeks to inculcate into each participant through interactive learning, re-writing exercises, and role-playing next level uplifting customer service skills so they can solve problems for the customer thoroughly, save time and costs, and give them an excellent experience. At the end of the workshop, participants shall hold in their hands’ specific skills, concepts and experiences that can propel themselves and the organization toward excellent customer service.

Program Outline

Learning Outline:

 

Welcome and Introductions / Ground Rules and Icebreaker

 

MODULE 1:  Uplifting Your Customers on a Deeper Level with The Law of Connection

 

  • A deep dive into the Law of Connection: that we must have the ability to speak directly to our customer needs and emotions, and that every interaction must be anchored to the customer’s point of view.

 

In other words, our customers don’t care if our company is the hero. They really care, however, if we can make THEM the hero!

 

MODULE 2: Connecting with Others and Building Rapport Effortlessly

 

  • How to put others at ease and to like us instantly, through the power of Positive Reinforcement, sincere and honest appreciation, remembering names, and body language

 

  • Speak confidently by understanding the communication model and what makes communication effective with the correct choice of words

 

  • A deeper dive into understanding body language and why it is more important to observe and maintain our own ideal body language instead of reading others
  • How to express themselves during every interaction with confidence, high energy, good will and the enthusiasm to serve
  • Role-play exercise: putting participants in scenarios with customers to master and utilize the techniques learnt, in a step-by-step and systematic approach

 

MODULE 3: Active Listening, Empathy and Pinpointing the Customer’s Real Problems

 

  • When customers have complaints – how to seek out, and listen actively to the customer’s concerns and desires through effective, elegant and diplomatic fact-finding, using problem-solving techniques. Participants will be trained how not to project their own assumptions onto the customer

 

  • Advanced techniques to show emotional and cognitive empathy and killing our internal dialogue so we are fully immersed when the customer is speaking to us

 

  • Advanced techniques to put ourselves, honestly and sincerely, in the customer shoes. Empathize and echo the customer needs, concerns and desires and provide the correct assurances
  • Understand the communication model and what makes communication effective with the correct choice of words

 

  • Customised Role-Playing Exercises – Participants will practice in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

 

 

MODULE 4: Delivery of Value to Customers

 

  • Our customers can come in all shapes and sizes, from the friendly to the downright nasty. We conduct a deep analysis on different personality profiles (SCMP, DiSC), and how to choose the right style of service, delivering an excellent service experience to each customer in different situations

 

  • Start Winning from the Beginning – Advanced techniques to help customers like us instantly, through the power of sincere and honest appreciation, remembering names and non-verbal communication skills

 

  • Managing Customer Expectations – How keeping clear service promises helps build goodwill and navigate challenging situations much more successfully

 

  • Develop a deep sense of loyalty by helping customers feel appreciated and treasured

 

  • Customised Role-Playing Exercise – Participants will practice the skills learnt, especially in terms of communicating with different people, and injecting energy, humour and goodwill into their interactions

 

MODULE 5:  Uplifting Customer Service with Critical Thinking and Problem Solving

 

  • The dangers organizations face if its customer service representatives lack comprehensive critical thinking and problem-solving skills

 

  • How a great problem-solving process actually looks like, and why most customer service representatives are doing it absolutely wrong!

 

  • How to convert customer complaints into sincere compliments, turning disgruntled customers into long term loyal customers!

 

  • Customised Interactive Activity – Participants will participate in activities to master and utilize the techniques learnt, in a step-by-step and systematic approach

 

MODULE 6: Customer Recovery by Winning Customers Over to Your Way of Thinking

 

  • Participants will learn techniques on how to convert difficult customers and their emotions, listen closely to their concerns or feedback, and to suggest alternatives effectively

 

  • A deep dive into the various forms of objections, what the customer really wants when those objections are raised, and how to effectively communicate and handle each of these objections

 

  • Persuasion and negotiation techniques – Participants learn how to get the customer saying “Yes, yes” (agreeing) as soon as possible. We must always begin each interaction by emphasizing the things on which you agree, and that we are here to serve them. It is extremely challenging to overcome an early “No”

 

  • How to deliver bad news compassionately instead of saying “You’re wrong,” as it arouses great opposition and resistance

 

  • Advanced techniques to answer tough challenges in a convincing manner and maintaining a strong and trusted customer relationship regardless of the outcome of the discussion

 

Customised Role-Playing Exercise: Participants will practice in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

Other Details

Benefits

  • Foster an excellent customer service culture through the powerful Law of Connection to speak directly to customer’s needs and emotions

 

  • Use advanced techniques to seek out, and listen actively to customer’s complaints before applying empathetic communication

 

  • Utilize advanced techniques to communicate with different types of customers (SCMP, DiSC) and learn how to choose the right style of service, delivering an excellent service experience to each customer in different situations

 

  • Manage Customer Expectations – keeping clear service promises helps build goodwill and navigate challenging situations much more successfully

 

  • Understand the various forms of customer objections, what the customer really wants when those objections are raised, and use advanced techniques to effectively communicate and handle each of these objections

Methodology

Our interactive workshop is filled with mini-lectures, re-writing exercises, role plays and discussion to integrate learning among participants. The training is interactive and participative, allowing participants to internalize the concepts and knowledge learnt.

Program details:

4 & 5 August 2025

InPsyFul Learning & Solutions Sdn. Bhd. (formerly known as Talent Intelligence Sdn. Bhd.)
200801030549 (831880-U)

Address:
Suite A-29-01 Vertical Business Suite Bangsar South,
No. 8, Jalan Kerinchi,
59200 Kuala Lumpur, Malaysia

Phone:
(+603) 2783 9602 | (+6012) 915 5989 | (+6012) 568 6509

Email:
[email protected]

Let's talk.

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