Introduction

These are indeed challenging times. As global demands continue to shrink, it has never been more critical for a company to be able to retain their customers and at the same time, stand out amongst the crowd. More often than not, the way you treat your customer is the only way you can differentiate yourself. Today’s competitive environment demands nothing less than excellence in customer service!

As such, Focus Learning is proud to bring to you the ‘Focus Learning National Customer Service Challenge 2009’. This two-day event is dedicated to all Focus Learning clients to share their journey in managing the total customer experience. This event is also open to all organization who believe in the importance of making the total customer experience an essential part of their organizations culture.

The event will enable you to learn and discover service practices from experienced individuals and speakers of best-in-class organizations. Meet and exchange ideas with professionals who have successfully deployed customer service best practices, systems, and strategies. Also, see for yourself some of these service practices being re-enacted by participating organizations in a friendly and competitive atmosphere.

How You Will Benefit

• Learn about what other companies are doing to enhance their customer service.
• Understand the current grooming trends and image expectations of our customers towards our customer service personnel.
• Listen to the practitioner speak of the customer service transformation initiatives in their organizations.
• Align ourselves with upcoming customer service trends in Malaysia
• Watch first hand as companies compete to showcase their best customer service practices.

Who Should Attend

• Frontline Staff
  People who are directly manning the frontline service
• Frontline Leaders (Supervisors and Managers)
  People who are directly supervising the frontline service

Day One – Tuesday, 14 April 2009
Day One will provide the basics and practical tips for service transformation for the frontline staff. They will be exposed through interaction with experienced practitioners on the various aspects of creating excellence service. The discourse will include basics for service transformation, employee branding, grooming, complaints and complement management and managing guest experience.

Programme Schedule

Day Two – Wednesday, 15 April 2009
The second day will see organizations participate in our National Customer Service Challenge. It is a unique event whereby organizations will showcase their frontline staff’s capabilities and expertise in providing service excellence.

Each team, representing their organization, will re-enact a pre-selected customer service practice within an agreed time period in front of a panel of judges. A panel of judges will then rate the presentation based on an agreed set of service excellence criteria. An organization may send more than one team.

Focus Learning National Customer Service Challenge thus provides organizations with a platform to benchmark their service standards against other organizations in a friendly competition. It is also one way to reward your customer service representatives for their service excellence efforts at the workplace. It is also the perfect opportunity for customer service practitioners and organizations from different industries to share and exchange ideas on how to enhance service excellence

• Download Registration Form
• Download Brochure
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