Course Details
Course Details
What You'll Learn
LU1 Customer’s Needs and Feedback
Topic 1: Who We Are and What We Do – Understanding Customers & Customer Service
- Who Are Customers? (internal/external)
- What is Customer Service?
- Who Are Customer Service Providers?
Topic 2: Establishing Your Attitude
- Appearance Counts!
- The Power of a Smile
- Staying Energized
- Staying Positive
Topic 3: Identifying and Addressing The Customer’s Needs
- Understanding the Customer’s Problem
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
Topic 4: In-Person Customer Service (Face to Face)
- Dealing With At-Your-Desk Requests
- The Advantages and Disadvantages of In-Person Communication
- Using Body Language to Your Advantage
Topic 5: Giving Customer Service over the Phone
- The Advantages and Disadvantages of Telephone Communication
- Telephone Etiquette
- Tips and Tricks
Topic 6: Providing Customer Service via Email
- The Advantages and Disadvantages of Email Communication
- Understanding Netiquette
- Tips and Tricks
- Examples: Chat or e-mail
LU2 Improving Customer’s Needs Based on Feedback
Topic 7: Generating Return Business with Better Customer Service
- Following Up from Customer Feedback
- Addressing Customer Complaints
- Turning Difficult Customers Around
Topic 8: Recovering Difficult Customers
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
Topic 9: Understanding When to Escalate
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
Course Info
Prerequisite:
NilSoftware Requirement:
HRDF Funding
Please refer to this video https://youtu.be/Kzpd-V1F9Xs
1- HRD Corp Grant Helper
How to submit grant applications for HRD Corp Claimable Courses
2- Employers are required to apply for the grant at least one week before training commences.
Employers must submit their applications with supporting documents, including invoices/quotations, trainer profiles, training schedule and course content.
3- First, Login to Employer’s e-TRIS account -https://etris.hrdcorp.gov.my
Second, Click Application
4- Click Grant on the left side under Applications
5- Click Apply Grant on the left side under Applications
6- Click Apply
7- Choose a Scheme Code and select HRD Corp Claimable Courses: Skim Bantuan Latihan Khas. Then, click Apply
8- Scheme Code represents all types of training that suit the requirements provided by HRD Corp. Below are the list of schemes offered by HRD Corp:
9- Select your Immediate Officer and click Next
10- Select a Training Provider, then click Next
11- Please select a training programme from the list, then key in all the required details and click Next
Select your desired training programme.
Give an explanation on why the participant is required to attend the training. E.g., related to their tasks/ career development, etc.
Explain the background and objective of this training.
Select a relevant focus area. For Employer-Specific Courses, select ‘Not Applicable’.
12- If the training programme is a micro-credential programme, you are required to complete these 3 fields. Save and click Next
Insert MiCAS Application number
13- Based on the nine (9) pillars listed below, HRD Corp Focus Area Courses are closely tied to support government initiatives towards nation building. As such, courses offered through the HRD Corp Focus Areas are designed to provide the workforce with skills required for current and future demands. Details of the focus areas are as follows:
14- Please select a Course Title and Type of Training
15- Select the correct type of training according to the actual type of training, or as mentioned in the training brochure:
16- Please key in the Training Location and click Next
17- Please select the Level of Certification and click Next
18- Please follow the instructions and key in trainee details
19- Click Add Batch, then click Save
20- Click Add Trainee Details
21- Please key in all the required details, then click Add
22- Click Add if there are more participants. Once done, click Save
23- Click Next
24- Please key in the course fees and allowance details, then click Save
25- Estimated cost includes the course fees/external trainer fees, allowances, and consumable training materials. Please comply with the HRD Corp Allowable Cost Matrix.
26- Select Upfront Payment to Training Provider and key in the percentage from 0% to 30%. Then, click Save and Next
27- Complete the declaration form and select a desired officer
28- Add all the required documents, then click Add Attachment. Then, click Save and Submit Application
29- Once the New Grant Application is successfully submitted, the Grant Officer will evaluate the application accordingly. The application may be queried if additional information is required.
The application status will be updated via the employer’s dashboard, email, and the e-TRiS inbox.
Job Roles
Job Roles
- Brand Manager
- Marketing Executive
- Communications Manager
- Public Relations Executive
- Corporate Communications Specialist
- Marketing and Branding Consultant
- Customer Insights Analyst
- Digital Marketing Executive
- Advertising Executive
- Social Media Manager
- Stakeholder Engagement Officer
- Marketing Communications Officer
- Brand Strategist
- PR Campaign Manager
- Client Relationship Executive
- Content Marketing Specialist
- Customer Experience Manager
- Media Relations Executive
- Product Marketing Manager
- Reputation Management Consultant
Trainers
Trainers
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