Customer Relationship Management (2D)

Customer Relationship Management (2D)

(CRM/2D)

PROGRAM OBJECTIVES

You may have the best innovation or the ideal solution to a challenging situation, but if you cannot present it effectively and secure a buy-in, it is as good as having just a conversation in your head. Persuasive communication is a powerful way to bridge your intentions and ideas across to your target audience. Every conversation can become great opportunities to transform your ideas and solutions from a passive perspective to a pro-active outcome. You can use persuasive communication to effectively shift your audience to take a particular course of action, to agree to your requests, to give you the buy-in or to be open for insightful discussion. When combined with influencing skills in your persuasive communication, you enhance your ability to do get the job done effortlessly, every time.

This unique 2-day, activity driven program teaches skills that boost personal productivity and relationship building through increased understanding and effective implementation of the buy-in process. By providing you with a rigorous training environment, your active participation in our program will enable you to apply and sustain your learning to a point of forming winning habits. You will have the ability to create the greatest positive impact when you are presenting your point at every given opportunity.

Active listening

Communication

Discovery questioning

Influence principles

Persuasive language techniques

LEARNING FRAMEWORK

Training Outcome

After completing the training, you should be able to:

Build relationships effectively
Handling objections in the workplace
Improve your personal style of communicating
Negotiate outcomes professionally
Understand and employ the buy-in process effectively

Our Methodology

To change your direction, shift your thinking.

However long ago you learnt to ride a bicycle, it’s likely an experience you’ve never forgotten. The skill remains with you today. When was your last corporate training program? How much of what was learnt is actively applied in your business today? Are all that remains the workshop manuals left on your shelf?

Our programs are initiatives that last. They encourage new ways of thinking. They open up ways to create extraordinary achievements. We believe individual behavior and attitude contribute significantly to the overall excellence of your organization. So we focus on what really matters.

Our unique methodology of combining experiential, instructional and discovery learning, and supported by modern coaching technology, creates powerful shifts in attitudes and behavior that will encourage sustainable change in your organization. These changes make an impact on results where it matters.

In our programs, you can expect an extensive use of case studies, debriefing, dyads, facilitated coaching, feedback, games and activities, group discussions, lectures, psychodramas, simulations, story-telling and structured instruments.

Framework and Implementation

Our unique experiential framework and implementation empowers you to:

Apply benefit selling in your conversations
Become more effective with people
Build confidence through your conversations
Communicate clearly and concisely
Employ effective communication skills to different types of listeners
Getting the buy-in with minimal compromise
Increase productivity and performance
Influence people
Listen generously and question skillfully
Provide better service for your customers
Resolve conflicts professionally
Work with powerful nonverbal communication

THE LEARNING PROCESS

Our program outline encompasses the following modules:

Day 1:

Module 1: Overview

Context setting
The Customer Relationship Dial
What customers need
The value of customer retention
Relationship marketing basics

Module 2: Impression Tools

The 7/38/55 Rule
Verbal
Vocal
Visual
Principles of influence

Module 3: Interpersonal Communication

Building credibility
The 4 Quadrants
Our communication style
Other styles
Shifting into positive action

Module 4: Being Effective In Communication

Applying learning in the workplace and relationships
What others say and do and what is important to them
What we do more of when interacting with others
What we avoid doing when interacting with others
Revealing our blind spots

Day 2:

Module 5: Discovery Questioning

6 discovery questioning techniques
The Funnel Model
Tight conversation
Power Up!
Asking purposeful questions

Module 6: Active Listening

6 active listening techniques
Driving meaningful conversations
Advanced interjection techniques
Prioritizing needs
Summarize and confirm

Module 7: Relationship Management

Building meaningful relationships
4 levels of relationship experience
The WOW Factor
Creating a relationship commitment contract
Coaching performance

Module 8: Presentation Flight

Live demonstration
The Hot Seat
Role of the audience
Art of feedback
Objective and subjective review

TRAINER PROFILE

Philip Leong

Philip, who has over 30 years’ corporate and entrepreneur experience, holds a Master of Management joint degree from The Wharton School, J.L. Kellogg Graduate School of Management and Chulalongkorn University (Thailand). He is a member of ICF.

Armed with his vast experience in corporate management and entrepreneur experience, Philip’s training scope covers coaching, leadership, sales, transformational mindset change and team performance. In sales, he focuses on communication, negotiation and presentation. He brings to his audiences his passion and energy together with a potent mixture of delivery styles in his trainings which include experiential learning, neuro-semantics and psychodynamics.

Philip was the director of leadership programs in AsiaWorks, Asia’s leading large group awareness training (LGAT) company before moving on to manage his own business in consulting, training and coaching. During his term in AsiaWorks, he has designed and conducted numerous leadership coaching and team-building programs for thousands of individuals and corporations. Over the last few years, his audience includes 3M, AffinBank, AIA, AIG, AirAsia, Alliance, AmBank, Amway, AON, Ascott, AstraZeneca, ASTRO, Bank Negara, BASF, BBraun, BOH, Canon, CGC, Charoen Pokphand Group, CIMB, Coca-Cola, Coway, CTOS, Daikin, Dell, DHL, Elken, FedEx, Fonterra, Friesland, Fuji Xerox, Generali, Gleneagles, Great Eastern, GSK, Hewlett-Packard, Honda, HSBC, Huawei, IBM, IKEA, IMU, Ingram Micro, Intel, INTI, IOI, IPSOS, ISKL, JTI, Kimberly-Clark, LEGO, LonPac, MAGIC, Marsh, MayBank, MEASAT, Mercedes-Benz, Monash U, Nestle, Novartis, OCBC, ON Semi, Oracle, Parkson, Petron, Petronas, Pfizer, Philip Morris, Philips, POS, Robert Bosch, Samsung, SAP, Sapura, Securities Commission, Selangor Properties, Senheng, Shangri-La, Siemens, Sime Darby, SONY, SP Setia, Standard Chartered, ST Micro, Starbucks, Starcruise, Sunway, Tasek, Taylor’s, Telekom, Texas Instruments, TNB, TNT, Top Glove, Toyota, U Mobile, UCSI, UMW, UOB, Volvo, Watson’s and WHO. Some of his major international audience includes PT Diamond, PT Tigaraksa Satria and PT Huawei Tech in Indonesia, Servier in Myanmar, ABI and RPSGi in The Philippines, NCS and SingTel in Singapore, AmRet and CellCard in Cambodia, VISA/MasterCard in Vietnam as well as Heineken, Avon and Associated British Food in the greater ASEAN region.

In 2007, Philip was elected into office of The AsiaWorks Foundation. In 2011, UCSI appointed Philip as an integral part of its team of elective trainers for their internal faculty trainings and external corporate projects. In 2016, Philip became a certified Heineken trainer for both their Global Sales Academy (GSA) as well as Global Leadership Academy (GLA). In 2020, Philip became a certified AVON trainer for their global leadership programs.

Philip is an active community advocate and works in partnership with numerous NGOs in Malaysia and China to create a positive difference in the community he lives in. As part of his personal social responsibilities, he offers his services to conduct teambuilding trainings for various NGOs each year. He is particularly passionate about children and contributes his time and expertise extensively to orphanages and foster homes in his community. He resides in Malaysia and China and finds great joy spending time with his wife and three children.

YOUR INVESTMENT

Our proposed professional fees structure is as follows:

Size Of Training Session:

Approximately 20 pax per training session

Who Should Attend:

Sales executives, sales supervisors, customer managers, service team leaders, customer service personnel, technical support personnel, front liners, help-desk agents, sales administrators and everyone who has a stake in the organization’s growth and results

Our Professional Fees:

As per current agreement for each training session based in Kuala Lumpur, Petaling Jaya or Shah Alam Each training session inclusive of the provision of 2 full-day training delivery, 1 qualified facilitator, training manuals and training materials

Terms:

50% of professional fees upon confirmation of training dates

Balance of 50% upon completion of the training delivery

Validity Of Proposal:

Six (6) months from date of this proposal