This course presents a framework for continuous improvement of service where it really counts at the point contact with the customers The introduction of the Kaizen concept in this course would enlighten the participants of the effectiveness of applying Kaizen for continuous improvement in their day to day work In addition to this, this course equips participants with strategies and skills that will help them make the most of their day to day interactions with people who receive their services, both inside and outside their organisations Thus, this is considered as an “all in one” course for front liners catering for busy service industries.

 

Participants will:
• Acquire core skills at the root of good service
• Learn to respond to customer needs in ways that both please the customer and build the organization

 

Frontline staff e.g. Front Desk Assistants, Customer Relations Officers and those who come in constant contact with the customers.

 

 

Module 1 : Your responsibility in frontline service
- Analysing your job and managing your time for each task
- The negative and positive effect of front liner’s attitude to their customers and business
- Keeping a service oriented attitude

 

Module 2 : Customer Relations
- Understanding various personalities of customers
- Methods of handling each type of customers
- Using your emotional intelligence
- Meeting and exceeding customer needs

 

Module 3 : Communicating Effectively
- Understanding body language, gestures and facial expression
- Selling and marketing your service
- Telephone handling skills

 

Module 4 : Problem Solving
- Analysing complaints
- Handling customer complaints the emotion and the problem
- Reducing complaints by continuous improvement (Kaizen)

Mr. SRI VAHLSAN has more than 15 years of experience in the area of People Relations. Backed with years of working experience in the Hospitality and Education Industry has given him sound knowledge in Employee Relations especially in employee Performance Competencies and Customer Service . Geared with this exposure and exprience, his delivery has been able to bridge the gaps in organizational needs by transforming the contents into reflective inputs for employees to succeed in their working place.
His initiatives in MEF ACADEMY has taken him a step further, where he was involved as a Co Trainer in ‘SCORE Initiatives’ organized by International Training Center (ITC) of the International Labor Organization (ILO). He is also collaborating in conducting programs with other Employers Organization within Asia such as Cambodian Federation of Employers and Business Associations (CAMFEBA), Vietnam Chamber Of Commerce & Industry (VCCI) and Employers Confederation of Philippines (ECOT), Fiji Commerce & Employers Federation (FCEF) and Employers Federation of Ceylon (EFC).
Since joining MEF ACADEMY, Mr Sri has enhanced his skills to include Competency Development and Profiling in HR and Operation.  He has further developed various programs in this area and has successfully delivered various seminars particularly in Competency Based Recruitment & Selection, Competency Based Human Resource Management, Competency Based Training Needs Analysis and Competency Mapping for multinational organizations in Manufacturing, Oil & Gas, Services Industry (Banks & Hospitality) and GLCs.
Mr Sri’s other area of specialization includes Customer Service Programs, Communication Skills, Management Development, Supervisory Management and some HR related programs such as OJT, Training Needs Analysis and Coaching & Counseling for Performance Improvement.
Throughout his working experience especially in the Hospitality Industry, he was involved in the pre-opening of Hotels and Fast Food Restaurants where he had designed the Skills Training Plan for the Food and Beverage Department. While being a Training Manager undertook most of the preliminary start up functions for the Department, from creating a Succession Plan to developing the Needs Analysis.
He is a Licensed Practitioner of NLPTM (certified by The Society of NLP, Certified Trainer in Management Training Program issued by (NICC) & Japanese Business Federation (JITA) and a Certified Trainer issued by Human Resource Development Fund (HRDF).
Academically he holds a Bachelor’s Degree in Hospitality Management from Bournemouth University in UK and a Master in Management (specializing in Human Resource) Open University Malaysia (OUM).