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Creating A Branded WOW Customer Experience
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Creating A Branded WOW Customer Experience
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS

    DATE

    14 – 15 March 2018

    TIME

    9:00 AM – 5:00 PM

    VENUE

    Asian Banking School
    This programme introduces professionals to the essential and interactive soft skills elements associated with superior customer service and creating the distinct organization’s Branded Customer Experience.

    The modules in this programme will introduce to participants highly effective interactive customer service skills for face-to-face encounters and communication over the telephone.
    LEARNING LEVEL
    Foundation
    PROGRAMME FEE*

    AICB MEMBER

    MYR

    1,900

    / PAX

    NON-MEMBER

    MYR

    2,400

    / PAX

    *inclusive of GST
  • Objectives & Outline
    LEARNING OBJECTIVES
    By the end of the programme, participants will be able to:
    • Appreciate the importance of WOW for the Customer
    • Improve our communication effectiveness with customers
    • Develop the WOW impression and communication skills
    • Improve the way we speak on the telephone
    • Create the WOW whenever we meet customers
    • Set the customer expectation for WOW
    • Learn how to manage difficult customers
    PROGRAMME OUTLINE
    Creating a Bank’s Branded Customer Experience
    • Giving just service is inadequate – the professional bank branch mindset 
    • What is your organization’s WOW experience?
    • Delivering the branded WOW customer experience that captures customers’ emotions

    Customer Communication and the WOW Impression
    • The branch customer interaction cycle
    • The importance of positive first impressions and perceptions
    • Ways to create a positive first impression for WOW to happen

    WOW Telephone Etiquette
    • The opening and closing of a telephone call
    • Develop positive responses and avoid negative responses
    • It’s down to PICTURE in your voice

    WOW Service Face to Face
    • Facial expressions, body posture and hand gestures
    • Using your eyes, space and smile to communicate
    • Setting the customer expectations for WOW

    The Way Forward – Building A WOW Customer Centric Culture
    • My KSBH development areas
    • Combining everything for the WOW experience and starting WOW immediately in daily branch operations
    • Personal action plan: developing a personal service commitment
  • Methodology

    The training methodology will be based on the ATCEN PEAK methodology. This will include:

    • High impact short lectures
    • Case studies and discussions
    • Lively activities
    • Multimedia learning enhancement – audio and video
    • Insightful presentations to the team
    • Instant feedback from the facilitator

  • Participant Profile
    All branch staff
  • Trainer

    Ken Ng

    ATCEN Sdn Bhd

    Ken serves as Principal Consultant for the ATCEN Group – the People Development expert. He is a Certified Professional Speaker, Certified Support Manager from Service Support Professionals Association of America, Certified Trainer from Western Kentucky University, USA and holds a BSc in Marketing and Organizational Communication. Ken has been in the forefront of the Asian sales and customer interaction management industry since the mid-90’s and is better known as the “Sifu” to his peers, colleagues, partners and customers.

    With more than 25 years of both strategic and operational service, sales and customer interaction experience, Ken is an author of numerous articles distributed internationally and has conducted in-depth research and studies on service, sales, marketing, contact centres and the customer experience in Asia Pacific. He is a much sought after speaker and has been involved in providing strategic directions for the Asian service, sales, marketing and customer contact management industry through summits, conferences and knowledge sharing tradeshows. He has been one of the judges of the Customer Relationship Management & Contact Centre Association of Malaysia (CRM & CCAM) Annual Awards in the individual and operations categories since 2005.
    His expertise has led to consulting and performance enhancement engagements regionally with multi-national companies, local conglomerates and Government-linked companies, where he focuses on the mission-critical aspects of contact centre service, sales, marketing and customer interaction Strategic Sales and Service Blueprint design, Turnkey Contact Centre projects, Human Capital Recruitment and Development, Service, Sales and Marketing Framework, People Motivation and Teamwork, Business Development, Key Account Servicing, Business Process Rejuvenation, Performance Management implementation, and Contact Centre Management.
     
    Ken has held a variety of leadership, management and operational roles in service, sales, marketing and collections for major service and sales operations which includes being Senior Consultant with the largest business process outsourcing organization in Asia, Head of Technical Support for the Nokia Care Line responsible for supporting the South East Asia and Asia Pacific region, Contact Centre and Marketing Consultant for Microsoft Malaysia, and Sales and Marketing Strategist for the Kirby Company, USA.

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