Empowering People, Developing Leaders 855 (23) 966 967 / (15) 728 123/ (15) 729 123

SALES AND CUSTOMER SERVICE EXCELLENCE

22 - 23 JULY 2017

Why do customers take their business elsewhere? Some move away. Some change because they are not satisfied with the product. Most of the time, these customers don’t even complain. They just don’t come back. Providing consistently high-quality service puts you and your company on the fast track to success in today’s competitive business world – whether you’re meeting with customers face-to-face, talking with them on the telephone, chatting with them on E-communication, or working behind the scenes. If you don’t provide excellent customer service, your competitors will.

Course structure

The certificate course in Customer Service Excellence spent approximately 16 hours, OR is offered a 2-day period. The course is based on a participatory, active learning approach, group discussions. An Action Guide for this training course, by Mr. Lem Chansamrach, Executive Manager of Cambodia Investor Club. Participants will receive a Certificate of Participation upon successful completion of the course. The maximum number of participants is 20.

How you will benefit 

Upon the completion of this two-day training, participants are expected to:

  • Handle complaints so that customers are satisfied.
  • Deliver excellent customer service via face-to-face, on the telephone, E-Customer, and self-service so that customers have a positive perception about your organization
  • Handle the difficult customers so that customers are willing to work with the company and people who they are dealing with

Who should attend

This essential training is specially designed for customer service representatives, technical and support personnel, field service representatives, small business owners—as well as managers who want customer service training in order to reinforce their skills and train their staff.

What you will cover

Module 1: Taking your first steps: The basics of Customer Service

  • Building the positive first impressions
  • Counting the right courtesy and attitude

Module 2: Effective Communication with Customer

  • Saying what you mean and meaning what you say
  • Asking the correct questions and answering the right question
  • Reaction when customer 

Module 3: Building the long-term relationships

  • Interacting positively with customers
  • Making the customer feel valued
  • Maintaining ongoing relationships

Module 4: Delivering Excellent Customer Service through Face-to-Face Contacts (Seeing Eye to Eye)

  • Greeting the Customer
  • Helping the Customer
  • Ending the Interaction

Module 5: Delivering Excellent Customer Service through Telephone Contacts (Saying It with a Smile)

  • Putting your best ear forward: Listening Carefully
  • The Opener
  • The Closer

Module 6: Delivering Excellent Customer Service through E-Customer Contacts

  • What does the E-Customer Expect?
  • E-Mail Communication
  • Cross-Cultural Etiquette

Module 7: Delivering Excellent Customer Service through Self-Service Contacts (Giving When Getting is not expected)

  • Greeting the Customer
  • Looking for Opportunities to Help
  • Ending the Interaction

Module 8: Handling Difficult Customer Contacts (Calming the Storm)

  • Determine the reason for the problem and identify and root cause
  • Rectify the situation and restore the relationship

Location & Fee

  • Date:  July 22 - 23, 2017
  • Venue: Sunway Hotel, Phnom Penh
  • Fee: USD230 (VAT = 0% for training or education) 
  • Early Bird: USD190 ( Any registration before the course start 10days)
  • The Fee Includes: Lunch, Refreshment, Materials and Certificate of Participation

Our Trainer Profile

Mr. LEM Chansamrach

Executive Manager of Cambodia Investor Club. 

 

Mr. Lem Chansamrach is now the Executive Manager of Cambodia Investor Club where he manages the investment portfolio and involves in providing the capacity building and supporting the access to finance to Cambodian SMEs in order to contribute to the economic development growth. He is strongly in communication skills which he currently manages the expectation of 200 people in his business networks. Samrach has been managing and coordinating a social investment fund from Japan in Cambodia. Prior to that, he holds Master’s degree in SME Management and International business from University Lyon 2, France. He took part in training program at ACLEDA Bank Lao Ltd., where he engaged in long-term customer relationship planning. His experience also includes teaching management and finance at IIC University of Technology and Royal University of Law and Economics in Cambodia, and internship as Data Analyst for Economic and Firm Research Center in France. 

How to register

Enroll in the course  (page will open in new window)

General Note: 

  • All our courses can be facilitated as Customized In-House Training course.
  • Course duration is flexible and the contents can be modified to fit any number of days.
  • The course fee includes facilitation, training materials, 2coffee breaks, buffet lunch and a Certificate of  successful completion of Training.
  • FREE Consultation and Coaching provided during and after the course.

Other Available Training Courses

Sign Up Here to recieve an update of upcoming training courses from Us! 

#22, St. 51┴154, Sangkat Phsar Thmei III, Khan Daun Penh, Phnom Penh.

Tel: 023 966 967 / 015 728 123/ 089 65 98 96 / 071 33 999 38 / 096 555 99 88

Email: training@edi-cambodia.org

 

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