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1 Day


In-house training


About the Course

The Objective

The target audience are mainly support employees from various department within a shopping mall, in which not the usual customer facing / service team.  Will name it “Non-Core Customer Service Team”.

Mainly provide structured training to this non-core customer service team to :

·    Need #1: Expose them to service excellence,

·    Need #2:  Equip them with skill on “how to manage difficult shoppers.”

·    Need #3: Train them to identify body language and non-verbal cues.

Introduction to Difficult Shoppers:

o   Understanding different types of difficult shoppers

o   Impact of handling difficult situations effectively

Body Language and Non-Verbal Cues:

o   Importance of body language in shoppers’ interactions

o   Identifying signs of frustration, dissatisfaction, or discomfort

Active Listening Skills:

o   Techniques for effective listening

o   Responding empathetically to shoppers’ concerns

De-Escalation Techniques:

o   Strategies to calm agitated shoppers.

o   Redirecting negative energy towards a positive resolution

Topics are delivered interactively, role play, and group discussion will be very dominant.

Understanding Customer Perspectives:

o   Encouraging team members to see situations from the customer's point of view

o   Building empathy to enhance customer relationships

Handling Specific Scenarios:

o   Addressing common challenges in retail environments

o   Tailoring responses to unique situations

Building Confidence and Resilience:

o   Boosting team morale in handling difficult interactions

o   Developing a resilient mindset for long-term success

Role Play Scenarios:

o   Practical exercises to simulate real-world scenarios

o   Feedback and constructive criticism for improvement

Your Instructor

Mandy Sam

Mandy Sam

Mandy's initiation into formal coaching occurred through her participation in the Vistage Malaysia program, an American franchise of an Executive coaching program. This experience has proven immensely beneficial, fostering her professional and personal development significantly. In alignment with Bill Gates' philosophy, Mandy firmly subscribes to the idea that "everyone needs a coach. We all require individuals who can provide constructive feedback, as that is how we achieve improvement," as articulated by Bill Gates himself.

Having dedicated the majority of her career to the field of sales, Mandy's journey began with IBM in an inside sales role, evoking memories of a bygone era when she first delved into the realm of Information Technology. Her learning was hands-on, surrounded by pre-sales engineers and their ubiquitous array of technical gadgets. This immersive experience allowed her to comprehend fundamental IT concepts, such as hard disks and fans, through direct observation and interaction with tech savvy colleagues. This approach facilitated her swift transition to a permanent role at IBM, marking the shortest path to secure employment within the organization. Notably, it was during her tenure at IBM in 2001 that Mandy formally acquired expertise in "Solution Selling – Signature Selling Method."
Subsequently, Mandy embarked on a diverse journey encompassing various roles and affiliations, spanning local and international entities, both large and small. These experiences have enriched her with extensive exposure to the Asian market. Driven by an unwavering commitment to equip individuals with essential sales skills, recognizing that we all engage in selling endeavours.

Continually, she founded Coachme Asia. Her aspiration is to democratize coaching, making it accessible to all. Within this context, her primary focus is on aiding businesses in optimizing their sales performance through coaching, encompassing both in-person and virtual instructor-led workshop.

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