Communication & Interpersonal:
Towards 5-Star Communication Skills in Providing Excellent Service

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By Dr Kamal Kenny

PhD in Gender Development • Master in Science • Degree in Social Science • PSMB TTT Exempted • HRDF Claimable

Request for In-house Training	N/A for public program
kamalkenny@gmail.com	Call +6012-363-5916

Introduction

Why the need for 5 Star Communication?

Effective communication is essential for the delivery of high customer care. Communication failures are the leading causes of inadvertent customer complaints. Effective communication has been assumed and formal training and assessment in these areas has been largely absent in the quest of delivering high standards of customer service.

Course Objectives

The objective of this training is primarily to address concerns regarding:

• Poor communication
• Poor frontline services
• Handling complaints effectively
• Understanding communication barriers
• The need for understanding from the customer's perspective

Course Outline

• What is effective communication?

  In this session, discover what effective communication is. Participants will also have an insight on how integrated communication should be in every aspect of an organization to ensure the highest level customer service is achieved.

• Communication Skills : Yesterday, Today and Tomorrow

  In this session, participants will explore the various techniques of communicating in their own industry. Communication processes will be analysed over the years, and how it can be applied in today’s times and whether this same technique can be applied in the future.

• Non-verbal communication – It speaks louder

  In this session, participants will be taught on what the types of non-verbal communication and why non-verbal communication is very important in our daily lives.

• Looking from the Customers’ Perspective

  In this session, discover the importance of looking from the other side and why it is important to take each complain made by the customer constructively. Once, one is able to comprehend a problem from the other side, than he/she can guarantee to see a satisfied customer

• Communication Barriers : How it has an influence in customer service?

  Participants will analyse how different communication barriers have an impact in the deliverance of good customer service.

• Quality Communication : A paradigm shift

  Assessing the need to change the mind-set of people in accepting to communicate with quality. Participants will be given different situations to analyse to see how feasible a quality program is when it is implemented.

• Role Play – Handling Complaints & Issues

  In this session, participants will be doing role plays in handling difficult people and how they should use the right technique of communication in handling this situation.

• Summary & Wrap Up

Methodology

Workshop will include lectures, role-play, case study and simulation activities.

Request for Quotation Now

	Call: +6012-363-5916
	E-mail: kamalkenny@gmail.com