Details

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Effective Communication Skills For Immediate Service Excellence
Duration: ½ Days
Time: 9:00am to 1:00pm

INTRODUCTION
Dive into a dynamic half-day workshop that will amp up your communication prowess and equip you with active listening skills to truly hear your customers. Embrace the richness of Malaysia's cultural tapestry as you learn essential phrases in English, Malay, Chinese, Tamil, and East Malaysian dialects. Engage in real-world role plays, build lasting rapport, and learn to craft service experiences that leave customers wowed and cherished. This is your fast track to becoming a customer service star in the heart of Malaysia.

LEARNING OUTCOMES / BENEFITS
Upon completion of this program, the participants will be able to:

• Demonstrate improved verbal and non-verbal communication skills
• Demonstrate refined active listening abilities
• Demonstrate the use of essential Malaysian phrases across multiple languages
• Demonstrate rapport-building techniques for enhanced customer relations
• Demonstrate strategies for creating memorable customer service moments

KEY CONTENT
Module 1: Communication – The Heartbeat of Service

• Speak, listen, connect
• Explore how to wield verbal and non-verbal communication like a pro
• Active listening challenges that'll transform how you hear your customers' needs
• Unwrap the gift of cultural sensitivity - The X-factor in your service toolkit

Module 2: Language Mastery in Service

• Walk the talk
• Pick up some essential English, and powerful phrases in Malay, Chinese, Tamil, Sabah, and Sarawakian and flex!
• Act out real-world scenarios and emerge a multilingual hero

Module 3: Customer Interaction Wizardry

• The art of ‘WOW’ conversations
• Build rapport like a legend

Module 4: The Service Excellence Expedition

• Crafting unforgettable journeys
• Blueprint the path to creating those ‘WOW’ moments that etch into customers’ hearts
• Brainstorm how to turn everyday interactions into legendary tales of service

METHODOLOGY
The method of learning would include:

• Experiential activities
• Role play
• Interactive group reflection, discussion and facilitation
• Action plan for post training assessment purpose