Excellent Counter Service for Front-Liners

The importance of excellent counter service in a fast-paced industry demands that front liners not only possess the ability to do their tasks well, but also have the attitude, knowledge and skills to communicate with customers on a behavioral level. This means that you need to have sufficient exposure to the intricacies of human psychology to effectively render excellent counter service at the workplace. This workshop presents you with the opportunity to enhance your service skills using behavioral approaches other programs don’t teach.

Course Objectives: 
  • Tackle and adopt best practices at the counter 
  • Enhance your grooming skills 
  • Overcome communication challenges (verbal and non-verbal)
  • Handle difficult customers for better customer retention
Target Audience: 
Clerk
Reception
Sales Personnel
Secretary
In-house Course Fee: 
RM4000 per day
Public Course Fee: 
RM1280 per pax
Number of days: 
2
Course Date: 
Monday, December 18, 2017 to Tuesday, December 19, 2017
Venue: 
Starpoints Hotel, Jalan Masjid India Kuala Lumpur
Course Methodology: 
  • 15% interactive lecture
  • 70% participative activities
  • 15% group discussions
Trainer: 
Course Outlines: 

Part 1: Fundamentals of counter service

  • Attitudes of excellent service providers
  • Leveraging on the different types of service approaches
  • Values inherent in a service oriented organization
  • Intrinsic and extrinsic factors in outstanding counter service
  • NLP strategies to serve different personalities of customers

Part 2: Steps in Enhancing your first impression

  • Determining your grooming standard
  • Results-driven tactics to be courteous and polite 
  • Traits of an excellent first impression
  • Elements of first impressions other programs won’t tell you
  • Objectives and approaches in greeting customers

Part 3: Effective strategies in communicating at the counter

  • Applying psychological imperatives in communicating with customers
  • Linking excellent communication with hidden behavioral traits & tactics
  • Validating your communicating style at the counter 
  • Improving your communication through activities and role plays 
  • NLP insights towards being a better communicator

Part 4: Advanced approaches in handling difficult customers

  • Devices and deliverables in dealing with people
  • Rectifying the most common mistakes counter staff
  • Techniques and tactics to psychologically retain your customers
  • Effective and applicable customer pleasing methods 
  • Obstructions and obstacles in the extra mile
  • Hands-on group activities
language: 
English

Register Now

Contact Us

Email: info@tni.my

Jimmy Ong Tel: ‭+60 16 216 1383‬ (Call on Whatsapp for free)