WOU aims for customer service excellence

(23-24 March 2016)

Twenty-three frontline employees of Wawasan Open University attended the inaugural hands-on customer service workshop held at the main campus.

The two-day workshop on “Prospecting Customers Through Excellent Customer Service” was organised by WOU’s human resources training unit, headed by Trinnie Triveny Chandran, and similar ones are planned in Kuala Lumpur and Johor in August.

The training session in progress.

THE TRAINING SESSION IN PROGRESS.

Among the objectives are to encourage staff to think out of the box, enhance their communication skills, and to improve customer understanding so that they can provide the best help possible.

In opening the workshop, Deputy Vice Chancellor Dr Seah Soo Aun said that staff training and development are key features for a growing organisation like WOU and so these will be their focus for the next few years.

 “Customer service excellence is part of the university’s branding. Branding is not about marketing and advertisement but about providing a holistic experience to the customers,” he clarified. He also called for customer empathy and to see things from the customers’ perspective as “this will allow them to manage customers better”.

Dr Seah urged the WOU staff to “work as a team” and to share what they learn with their colleagues besides putting the knowledge into practice. 

Catherine Lourdes conducts the training.

CATHERINE LOURDES CONDUCTS THE TRAINING.

Meanwhile trainer Catherine Lourdes elaborated on six modules during the workshop – introduction to customer service; prospecting sales successfully; building rapport with the customer; understanding the importance of closing your sales; service breakdowns and recovery; and ‘working as a team’.

She spoke on developing a customer-centric mindset and to focus on serving the customers. She pointed out that to prospect sales successfully, one has to build a customers profile and use this data to influence or draw their interest to a product.

On the topic of building rapport with the customer, Lourdes mentioned the importance of establishing trust and of simple gestures like handshakes, using names, sincerity and friendliness, affirmation and creating small talk to generate common grounds.

 

Role play on how to manage customers.

ROLE PLAY ON HOW TO MANAGE CUSTOMERS.

She said staff should be able to recognise an opportunity, create a perfect offering, develop customer loyalty, identify buying signals with closing questions, and use the ‘closing strategy’ of repeating things for the purpose of closing sales.

Lourdes, a certified customer service trainer, holds a qualification in Training and Development from the University of Leicester, United Kingdom.  She has 12 years of experience and has accumulated various certifications to further enhance her skills.

The workshop was attended by 14 regional office staff from Ipoh, Johor Bahru, Kota Bharu, Kuching and Penang including Penang Regional Office director K Manoharan and assistant manager Teh Kim Kow, and the rest were from General Services and Administration, and Marketing.

 

Part of the participants at the workshop.

PART OF THE PARTICIPANTS AT THE WORKSHOP.

 

Share:

Facebook
Twitter
LinkedIn
WhatsApp

Post a comment

Your email address will not be published. Required fields are marked *

eighteen + eighteen =

On Key

Related Posts

Selva
Posted by Selva
December 6, 2022

WOU gives back: Solidarity in fighting cancer

The passion for volunteerism and philanthropic spirit is...

Read More
Peng Lin
Posted by Peng Lin
December 5, 2022

Grad remembers a dear father

As with any graduates, Deanmozhi Seetha Pathi was...

Read More
Selva
Posted by Selva
December 1, 2022

Over 1,100 graduates at WOU’s 13th convocation ceremony

The University had the highest number of graduating...

Read More
Natasha Goh
Posted by Natasha Goh
November 30, 2022

Animal Interactions Put Smiles on Children’s Faces

With the exception of trips to the zoo,...

Read More
Natasha Goh
Posted by Natasha Goh
November 25, 2022

Primary students master Word Problems the visual way

For many pupils, solving mathematical word problems is...

Read More
Natasha Goh
Posted by Natasha Goh
November 24, 2022
Natasha Goh
Posted by Natasha Goh
November 22, 2022
Natasha Goh
Posted by Natasha Goh
November 2, 2022

An Approach to Understanding Current Issues and Philosophy

In addition to knowledge and abilities, the most...

Read More
Natasha Goh
Posted by Natasha Goh
October 28, 2022

Students at WOU Strive for Every Child's Happiness

Passion and commitment can make a significant difference...

Read More
Natasha Goh
Posted by Natasha Goh
October 18, 2022

Take steps to minimise impact and survive current supply chain disruption

Companies must strategise to minimise the impact to...

Read More
Natasha Goh
Posted by Natasha Goh
September 13, 2022

Hypnotherapy Course Has Broadened Horizons of Graduates

The clinical hypnotherapy community consists of students, graduates,...

Read More
Natasha Goh
Posted by Natasha Goh
September 13, 2022

Endless Support in a Diverse Community at WOU

The university values diversity and welcomes all students...

Read More
We use cookies to give you the best experience.