Courses

Leading Customer Service Excellence
OSHE

2 Days

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Overview:
It costs you five times as much to win a new customer than to keep a current one. But, customers are not loyal by nature and research shows that emotion influences purchase decision six times more than rationale. Connecting to your customers on an emotional level is the key to establishing a lasting relationship with your brand. You must go beyond simply delivering your product, and develop strong bonds with your customers.  It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and expectations and exceeding them, every time.

Service excellence is an attitude engrained in every department and it begins and ends with your people, from cashier to CEO. It requires more than a streamlined customer service department or a slogan on the lunch room wall. Excellence is a consistent, premium service at every level. The following list are top tips that will help you to focus on the most important elements of customer service excellence.
Objective:
At the end of the course, participants will be able to:

  •   Identify  your leadership impact and further develop in your role as you lead your team to elevated levels of service excellence
  •   Generate team commitment  and  empower  your  employees  to own and positively impact your customers’ experience
  •   State  the service recovery process and lead your team to deliver higher levels of customer satisfaction and loyalty
  •   Identify and incorporate the Five Fundamental Principles in Delivering Exceptional Service in your company
  •   Effectively  develop  your  service  employees  through  coaching, recognition and appreciation


for any enquiries please contact:

1. NAME: ILYANA BT ABDULLAH
   Email: ilyana.abdullah@tnb.com.my

2. NAME: SITI AISHAH ABDULLAH
   Email: sitiaishah.abdullah@tnb.com.my

Target Participant: E16-E17
Duration: 2 Days
Language:

Leading Change
BOTC

3

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Overview:

Objective:


Target Participant: E16-E17
Duration: 3
Language:

Leading And Managing Change Effectively
BOTC

2

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Overview:

Objective:


Target Participant: Open To All
Duration: 2
Language:

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