Customer Service Training

Perkhidmatan Pelanggan ( Customer Service) Satu Kerjaya yang Membantu Orang ( A Business of Helping People)

Isi Kandungan ( Content) ,[object Object],[object Object],[object Object],[object Object]

Peraturan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Peraturan ,[object Object],[object Object],[object Object],[object Object],[object Object]

Mydin background ,[object Object],[object Object]

Who are we? ,[object Object],[object Object]

5 Prinsip (hari pertama) ,[object Object],[object Object],[object Object],[object Object],[object Object]

5 Prinsip (hari kedua) ,[object Object],[object Object],[object Object],[object Object],[object Object]

Definisi ,[object Object],[object Object]

Jenis Pengguna ,[object Object],[object Object],[object Object],[object Object],[object Object]

Perbincangan ,[object Object],[object Object],[object Object]

Perkongsian Positif ,[object Object],[object Object],[object Object],[object Object],[object Object]

Perkongsian Negatif ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Berapa kita rugi? ,[object Object]

Kira - kira ,[object Object],[object Object],[object Object],[object Object]

80% ,[object Object],[object Object],[object Object]

Perkhidmatan MyDin ,[object Object],[object Object],[object Object]

Apa Pengguna Beli? ,[object Object],[object Object],[object Object]

Cabaran Kita: Pengalaman KR ,[object Object],[object Object],[object Object],[object Object],[object Object]

Kedai runcit ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Pasaraya Moden (Supermarket modern) ,[object Object],[object Object]

Emosi ,[object Object],[object Object]

Exercise: Idea anda (1/2) ,[object Object],[object Object]

Idea anda (2/2) ,[object Object],[object Object]

Ringkasan ,[object Object],[object Object],[object Object],[object Object]

Prinsip 1: Anda Boleh Membuat Perbezaan: Pilih Positif, beraksi positif dan bersyukur. You can make the difference: Choose positive, act positive and be grateful

A. Inspirasi dan contoh ,[object Object],[object Object],[object Object],[object Object]

Teladan ,[object Object],[object Object],[object Object]

Siapa dia? ,[object Object],[object Object]

2. Praktikkan Sikap ,[object Object],[object Object],[object Object],[object Object],[object Object]

Sikap Positif Perkhidmatan Pelanggan ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

B. Praktikal ,[object Object],[object Object],[object Object]

Maksudnya ,[object Object],[object Object]

C. Kuasa memilih ,[object Object],[object Object]

[object Object],[object Object]

Proaktif Stimuli /Rangsangan Reaction/Reaksi Positive Negative

[object Object],[object Object],[object Object]

Kes Mydin ,[object Object],[object Object],[object Object],[object Object]

Positive Mind ,[object Object],[object Object],[object Object],[object Object]

Matrix ,[object Object],[object Object],[object Object]

D. Positive Self Talk ,[object Object],[object Object],[object Object]

Positive Statement ,[object Object],[object Object]

Positive Statement ,[object Object],[object Object],[object Object],[object Object],[object Object]

Positive Statement ,[object Object],[object Object],[object Object]

E. Kuasa dari Tuhan Power of God ,[object Object],[object Object],[object Object]

Kesan (Implication) ,[object Object],[object Object]

Kesan ,[object Object],[object Object],[object Object],[object Object]

E. Bersikap Bersyukur ,[object Object],[object Object],[object Object],[object Object],[object Object]

Kerja ini membantu anda ,[object Object],[object Object],[object Object]

Kerja Ini Membantu Orang Lain ,[object Object],[object Object],[object Object]

Membantu Aktiviti Di Luar Kerja ,[object Object],[object Object],[object Object],[object Object]

Anda Boleh Menjadi Keadaan Berlainan ,[object Object],[object Object],[object Object],[object Object],[object Object]

Berkongsi Pengalaman ,[object Object],[object Object],[object Object],[object Object]

Positive Thinking ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Prinsip 2 Melayan rakan sekerja dengan baik

Customer ,[object Object],[object Object]

Prinsip 2 : Melayan rakan sekerja dengan baik ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Keypoints ,[object Object],[object Object],[object Object],[object Object]

Prinsip 3 Menilai Kunjungan Pelanggan

Menyukai anda… ,[object Object],[object Object],[object Object],[object Object]

Pendekatan ,[object Object],[object Object],[object Object],[object Object],[object Object]

G reet (menyambut) ,[object Object],[object Object],[object Object],[object Object]

G reet (menyambut) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

G reet (menyambut) ,[object Object],[object Object],[object Object]

c. Sikap Yang Baik ,[object Object],[object Object],[object Object],[object Object]

d. Connect with them ,[object Object],[object Object]

Jenis Soalan ,[object Object],[object Object],[object Object],[object Object],[object Object]

Magic Question ,[object Object]

Contoh ,[object Object],[object Object],[object Object],[object Object],[object Object]

Latihan ,[object Object],[object Object],[object Object]

Prinsip 4 Knowledge is power: Membantu pelanggan melalui pengetahuan produk

Prinsip 4: Menjadi Pakar Produk (Product Expert) ,[object Object],[object Object],[object Object]

What? (Apa?) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How to learn a product? (Bagaimana?) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Exercise ,[object Object],[object Object],[object Object]

Consultative Selling ,[object Object],[object Object],[object Object],[object Object],[object Object]

Prinsip 5 Mendengar dan Memberi Maklumbalas

Prinsip 5: Mendengar dan Maklumbalas ,[object Object],[object Object],[object Object],[object Object],[object Object]

Mendengar Dengan Teliti (Deep Listening) ,[object Object],[object Object],[object Object]

Maklum Balas (Feedback) untuk Rakan Kerja ,[object Object],[object Object],[object Object]

Maklum Balas Untuk Pelanggan ,[object Object]

Exercise ,[object Object],[object Object],[object Object],[object Object],[object Object]

Summary ,[object Object],[object Object],[object Object],[object Object],[object Object]

Summary ,[object Object],[object Object],[object Object]

Impian ,[object Object],[object Object],[object Object]

Scram ,[object Object],[object Object],[object Object],[object Object],[object Object]

Customer Service Training

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Customer Service Training