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Improve Your Customer Service Agenda + Registration Form

P
Pinky SC Chang

This one-day workshop aims to help participants improve customer service skills by learning about the DISC behavioral model, recognizing customer styles, and tailoring interactions accordingly. The agenda includes lectures, exercises, and discussions about DISC styles, customer service techniques, and creating a personal development plan to strengthen abilities in customer relations. The objective is to foster more engaging customer relationships through understanding behavioral differences.

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Extended DISC Workshop Improve Your Customer Service Course content: 1. To be familiar with the characteristic of DISC behavioral styles 2. To understand own natural behavioral style in Customer Service 3. To recognize the styles of customers 4. To tailor an effective relationship with each customer Objective: To create more engaging customer relation Time Agenda Activities 09:00 09:15 Introduction DISC Behavioral Model Human Capacity Model Lecture 09:15 10:45 General characteristics of D, I, S and C style Strengths & limitations of each style in Customer Service Group Exercise Recognition of customers DISC style 10:45 11:00 Coffee / Tea break DISC in Customer Service Greeting Listening & Understanding Communication Paraphrasing (ability to understand client) Group Exercise 11:00 13:00 Questioning (ability to ask questions) Handling Facts & Emotions Body Language, Voice tone Handling Conflict (difficult customer) Situational Customer Service (role play / card games) 13:00 14:00 Lunch Debriefing on individual Personal Analysis reports 14:00 15:00 Group discussion Discuss a job match how to best utilize strengths Customer Service what works best? By product 15:00 15:45 Group discussion By customer By channel 15:45 16:00 Coffee / Tea break Personal Development Plan To do and dont for how to best service different customers Individual exercise 16:00 17:00 based on my own style Group discussion How to best use own strengths Areas of development & Action plan 17:00 17:30 Closing Discussion Note: Program Schedule serves as a guide and may change without prior notice to suit situational need Extended DISC Malaysia Sdn Bhd (865417-D) Address: Lot 237, 2nd Floor, the Curve, Mutiara Damansara, 47800 Petaling Jaya, Selangor D.E., Malaysia. Tel: +603 7710 9266 ext 160; Fax: +603 7710 5266; Email: info.malaysia@extendeddisc.com Website: www.extendeddisc.com/malaysia
Extended DISC Workshop Improve Your Customer Service REGISTRATION FORM On behalf of _________________________________ (company), we would like to register the below listed participants with the following arrangements: Workshop dates: 28 April 2010 (Wednesday) 19 May 2010 (Wednesday) Venue: Tomato Room, Extended DISC Malaysia Sdn Bhd nd Lot 237, 2 Floor, Western Courtyard, The Curve, Mutiara Damansara, 47800 Petaling Jaya, Selangor D.E. Participants Participant (1) Participant (2) Name (Mr/Ms) Position Title Telephone E-mail Workshop Date PAYMENT Workshop Fee (include 5% GST) No of Pax Total (RM) Improve Your Customer Service RM 551,25 per pax ______ RM _________ Total chargeable Fees: RM _________ Accepted by: Date: (Signature & Company Stamp) Name: Designation: Phone: Email: Terms & Conditions: 1. All our fees are subject to 5% Government Service Tax. 2. The total fees are payable upon acceptance of this proposal. 3. All checks should be made payable to Extended DISC Malaysia Sdn Bhd (865417-D). 4. Our fees quoted may change without notices (unless otherwise pre-advised by the Client) with any variation made to number of participants, number of workshops, program content or types of deliverables. 5. Cancellation and withdrawal may be replaced under valid circumstances but refund will not be allowed. 6. We reserve the rights to reject any registration at our discretion. Extended DISC Malaysia Sdn Bhd (865417-D) Address: Lot 237, 2nd Floor, the Curve, Mutiara Damansara, 47800 Petaling Jaya, Selangor D.E., Malaysia. Tel: +603 7710 9266 ext 160; Fax: +603 7710 5266; Email: info.malaysia@extendeddisc.com Website: www.extendeddisc.com/malaysia

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Improve Your Customer Service Agenda + Registration Form

  • 1. Extended DISC Workshop Improve Your Customer Service Course content: 1. To be familiar with the characteristic of DISC behavioral styles 2. To understand own natural behavioral style in Customer Service 3. To recognize the styles of customers 4. To tailor an effective relationship with each customer Objective: To create more engaging customer relation Time Agenda Activities 09:00 09:15 Introduction DISC Behavioral Model Human Capacity Model Lecture 09:15 10:45 General characteristics of D, I, S and C style Strengths & limitations of each style in Customer Service Group Exercise Recognition of customers DISC style 10:45 11:00 Coffee / Tea break DISC in Customer Service Greeting Listening & Understanding Communication Paraphrasing (ability to understand client) Group Exercise 11:00 13:00 Questioning (ability to ask questions) Handling Facts & Emotions Body Language, Voice tone Handling Conflict (difficult customer) Situational Customer Service (role play / card games) 13:00 14:00 Lunch Debriefing on individual Personal Analysis reports 14:00 15:00 Group discussion Discuss a job match how to best utilize strengths Customer Service what works best? By product 15:00 15:45 Group discussion By customer By channel 15:45 16:00 Coffee / Tea break Personal Development Plan To do and dont for how to best service different customers Individual exercise 16:00 17:00 based on my own style Group discussion How to best use own strengths Areas of development & Action plan 17:00 17:30 Closing Discussion Note: Program Schedule serves as a guide and may change without prior notice to suit situational need Extended DISC Malaysia Sdn Bhd (865417-D) Address: Lot 237, 2nd Floor, the Curve, Mutiara Damansara, 47800 Petaling Jaya, Selangor D.E., Malaysia. Tel: +603 7710 9266 ext 160; Fax: +603 7710 5266; Email: info.malaysia@extendeddisc.com Website: www.extendeddisc.com/malaysia
  • 2. Extended DISC Workshop Improve Your Customer Service REGISTRATION FORM On behalf of _________________________________ (company), we would like to register the below listed participants with the following arrangements: Workshop dates: 28 April 2010 (Wednesday) 19 May 2010 (Wednesday) Venue: Tomato Room, Extended DISC Malaysia Sdn Bhd nd Lot 237, 2 Floor, Western Courtyard, The Curve, Mutiara Damansara, 47800 Petaling Jaya, Selangor D.E. Participants Participant (1) Participant (2) Name (Mr/Ms) Position Title Telephone E-mail Workshop Date PAYMENT Workshop Fee (include 5% GST) No of Pax Total (RM) Improve Your Customer Service RM 551,25 per pax ______ RM _________ Total chargeable Fees: RM _________ Accepted by: Date: (Signature & Company Stamp) Name: Designation: Phone: Email: Terms & Conditions: 1. All our fees are subject to 5% Government Service Tax. 2. The total fees are payable upon acceptance of this proposal. 3. All checks should be made payable to Extended DISC Malaysia Sdn Bhd (865417-D). 4. Our fees quoted may change without notices (unless otherwise pre-advised by the Client) with any variation made to number of participants, number of workshops, program content or types of deliverables. 5. Cancellation and withdrawal may be replaced under valid circumstances but refund will not be allowed. 6. We reserve the rights to reject any registration at our discretion. Extended DISC Malaysia Sdn Bhd (865417-D) Address: Lot 237, 2nd Floor, the Curve, Mutiara Damansara, 47800 Petaling Jaya, Selangor D.E., Malaysia. Tel: +603 7710 9266 ext 160; Fax: +603 7710 5266; Email: info.malaysia@extendeddisc.com Website: www.extendeddisc.com/malaysia