Marketing & Sales

marketing & sales

It is not wise to compete with pricing, for your competitors can easily match or even better you! Customers pay premium prices for quality products and services, and better still, the remain loyal to you.

Programme Structure

Day One: Your Employer and His Business
  • The objective for working with your employer
  • The retail & service industry and competition
  • The effects of competition
  • Exercise to identify strengths and weaknesses of your employer
  • Basic Requirements of a service person
Day Two: Understanding Customer Service
  • What is customer Service
  • Who is the customer and what does he look for
  • Training Exercise: Identify your service weaknesses and solutions
  • Common mistakes and bad service to avoid
  • Service excellence factors
  • The meaning of “Extra Mile Service”
  • Great customer service tips
  • Turning a disappointed customer into a loyal customer
  • Positive work attitudes and the internal customer chain

Course Schedule

2 day course

Who Should Attend

Those whose manage and handle customer complaints. E.g. Front office, Customer Service and Sales personnel

Course Fee

RM1100 + 6% SST per person (Members)

RM1200 + 6% SST per person (Others)

Terms & Conditions

If you are unable to attend, a substitute delegate is welcome to attend in your place at no additional charge. A full refund, less 10% administrative charges, will be given if cancellation is received in writing at least 7 days prior to the program. No refund can be made for cancellation received less than 7 days prior to the program.

Ensure that your employees will not be driving away your customers! Equip them with the skills to handling complaints, manage the difficult customer, and turn them into satisfied customers instead! Every incident unhappy customer is an opportunity to turn a mediocre service into a great and happy event for him, and to turn him into a loyal customer, with notice but praises for you!

Programme Structure

Day 1: Complaint handling skills
  • Introduction to the Complaint discussion
  • Objective of the Complaint discussion
  • The 3 phases of Complaint discussion
  • The basic rules for correct Handling and Managing of Complaints
  • Role Play-Handling and Managing Complaints
  • Plan of action for Complaint
Day 2: Turn the customer into a satisfied customer
  • The ABC of feelings
  • How to improve composure
  • Disruptive / Encouraging conversation factors
  • How to create a positive climate
  • “And” instead of “but”
  • Individual customer address based on customer types
  • Positive Conversation Formulation
  • Rules for Handling and Managing Difficult Customers
  • Role-play – Handling and Managing Difficult Customers

Course Schedule

2 day course

Who Should Attend

Those whose manage and handle customer complaints. E.g. Front office, Customer Service and Sales personnel. Suitable for executives and non-executives

Course Fee

RM1100 + 6% SST per person (Members)

RM1200 + 6% SST per person (Others)

Terms & Conditions

If you are unable to attend, a substitute delegate is welcome to attend in your place at no additional charge. A full refund, less 10% administrative charges, will be given if cancellation is received in writing at least 7 days prior to the program. No refund can be made for cancellation received less than 7 days prior to the program.

Enquire