C.L.E.A.R. Sales ^0 Service Excellence Course Slides

1 C.L.E.A.R Sales & Service Excellence Prepared for:

22 Why Are We Here? 1 2 3 Create positive first impressions and meaningful connections that inspire customer confidence Understand customer needs and match them with the most suitable MySRBN solution Turn every interaction into a positive experience that encourages customers to stay with SDEC

3 Explore the CLEAR framework to build trust with customers Integrated practice & personal commitment plan Learning Journey Overview 01 02 03 04 05 Address concerns, handle objections and reinforce trust Understand today’s customer landscape Deliver exceptional customer experiences through empathy and professionalism

The New Customer Landscape

5 Who are we here for?

6 Why Internet Connectivity Matters More Than Ever Discuss Together How has the internet changed the lives of the communities you serve?

8 “Connect with me a bit less formally – and know that I want to stay connected on a budget”. A. Small business owner B. Youth/Young working adults C. Sub-urban family D. Rural household

9 "My family depends on the internet every day. Help me choose a solution that's reliable and worth the money.“ A. Small business owner B. Youth/Young working adults C. Sub-urban family D. Rural household

The C.L.E.A.R. Sales & Service Excellence Framework

CONNECT • Warm & Personal • Build Rapport LEARN • Ask & Listen • Understand Before You Act ENGAGE • Respond Confidently • Create Value ASSURE • Handle Concerns • Build Confidence REGISTER • Get It Right • Explain Next Steps CUSTOMER C L E A R

Smile Eye Contact Open posture Give full attention Professional appearance Body Language Speaks First!

How to show customers that you are paying attention to what they are saying.. Look & Listen Stop & Focus Don’t Interrupt Stay Present Show you are listening

ASK WITH PURPOSE LISTEN & ASK FOLLOW UP QUESTIONS CONFIRM YOUR UNDERSTANDING TAKE THE RIGHT ACTION “Internet di rumah biasa mahu guna untuk apa?” “Berapa orang akan guna internet di rumah?” “Selain daripada online class, ada guna internet untuk apa lagi?” “Jadi, Encik nak internet untuk 4 orang di rumah, guna untuk belajar dan juga hiburan? Betul ke, Encik? • Check coverage • MySRBN / MySRBN XL • Choose plan Example:

17 Key Takeaways ✓ The first thing the customer tells us is rarely the whole picture. ✓ Don't jump straight to an answer or solution. Understand enough first. ✓ Ask with purpose. Every question should help us understand something useful. ✓ Listen to the answer. It should guide what we ask next. ✓ Don't ask what the customer has already told us. ✓ Confirm our understanding before taking action.

Respond Confidently Create Value Sales ✓ Recommend the suitable product/plan clearly ✓ Connect features to what matters to the customer CSC & FOS ✓ Give clear, accurate information or resolution ✓ Explain without using technical jargon ✓ Make the answer easy to understand and the next step clear ✓ Make troubleshooting easier and minimise customer effort Engage looks different across the 3 roles

20 Features What the product has Value/Benefit What the feature does Impact to Customer Why it is important to customer This vacuum has a HEPA filter. Traps fine dust and allergens for cleaner air Enjoy a cleaner, healthier home and greater peace of mind for your family Did you buy HEPA filter? 5D floating blades? Hyaluronic acid? What did you really buy? Convenience Peace of mind Confidence Time saving Feeling good This shaver has 5D Floating Blades Follows the contours of your face for a closer, smoother shave Look well-groomed and feel more confident every day with less skin irritation. This serum has Vitamin C Hyaluronic Acid Brightens skin while keeping it hydrated throughout the day. Look fresher, feel more confident throughout the day Turning features into what matters to customers

21 Customers don’t just buy 100mbps internet. They buy what the internet enables them to do. “My children can study online.” “Everyone at home can be connected.” “I don't have to keep worrying about running out of data.”

23 Handle concerns. Build confidence LISTEN ACKNOWLEDGE CLARIFY RESPOND • Let them know you care • Let them know you want to help • Ask questions to understand • Let them finish • Don’t rush to defend or justify • Give accurate & relevant information

24 Handle concerns. Build confidence LISTEN ACKNOWLEDGE CLARIFY RESPOND “Baik, saya faham. Boleh saya tahu apa yang membuatkan Encik masih rasa kurang yakin?” “Faham, Encik nak pastikan sambungan memang sesuai sebelum buat komitmen.” “Biar saya semak semula coverage di kawasan encik dan terangkan apa yang Encik boleh dapat daripada pelan ini.” “Adakah penjelasan saya membantu menjawab kerisauan Encik?”

26 “Okay, device dah boleh connect. Dah settle.” “Permohonan fibre Puan sudah submit.” “Coverage belum ada di kawasan Encik. Tak boleh pasang fibre.” “Okay Encik, report dah dibuat. Terima kasih.” Is the customer journey really complete?

27 GET IT RIGHT ✓ Record accurate & complete information ✓ Check before completing or handing over EXPLAIN NEXT STEPS ✓ Tell the customer what happens next ✓ Set clear and realistic expectations

Customer will forget the transaction but customer will never forget how you make them feel Service is a .... feeling

Professional Customer Communication

SIGNATURE GREETING Essential components of signature greeting Start with a Welcome Introduce your name Offer to help Alternative Scripts “Selamat datang ke MySRBN. Saya Adam. Bagaimana saya boleh bantu? “Welcome to MySRBN. I am Adam. How may I assist you? A role model script Selamat Pagi / Good Morning / Hi Nama saya Adam. Adam di sini. Adam here Bagaimana saya boleh bantu hari ini? What can I do for you today? + + + +

SIGNATURE CLOSING Essential components of signature closing Offer extra help Personalized pleasantry Alternative Scripts “Ada apa-apa yang saya boleh bantu? Terima kasih kerana menghubungi MySRBN. Is there anything else I can assist you with? Thank you for calling MySRBN A role model script Ada apa-apa lagi yang Encik nak saya bantu? / Is there anything else that you would like me to help? Thank you for using MySRBN. Have a nice day / Have a good weekend / Have a safe trip. + +

SIGNATURE PUTTING ON HOLDING Essential components of signature putting on hold Ask permission & explain reason Update if it takes longer Alternative Scripts “Boleh Encik tunggu sebentar di talian sementara saya semak/check maklumat ini? “May I put you on hold for a moment while I check further on this matter? A role model script Boleh encik bagi saya sedikit masa untuk semak sekarang? Do you mind waiting for a while as I check on this matter? Thank you for waiting, Sir. I need a while more to check on this. May I put you on hold a while more? Thank customer for holding “Thank you for holding, Sir. I am still checking the information. Would you mind holding for a while more? Terima kasih kerana menunggu. Saya masih buat semakan. Boleh encik tunggu sedikit masa lagi? “Thank you for holding, Sir. “Terima kasih kerana menunggu.” “Thank you for waiting on the line, Sir.” “Terima kasih atas kesabaran Encik. + + ++

.. CANNOT / TIDAK BOLEH “Apa yang kami boleh bantu ialah…” “This is what we can do…” I DON’T KNOW / SAYA TAK TAHU “Biar saya semak untuk Encik.” “Let me check for you, Sir” HAVE TO WAIT / KENA TUNGGU “Proses ini memerlukan sedikit masa…” “This process takes time…” ITU BUKAN DEPARTMEN SAYA / NOT MY DEPARTMENT “Saya boleh bantu ajukan kepada team yang betul.” “I can refer /check with the correct team/department” NO COVERAGE / COVERAGE TAK ADA “Buat masa ini, coverage belum tersedia di Kawasan Encik.” “There is currently no coverage in your area” The Power of Positive Language Same Message. Different Experience

Be honest about what CAN'T be done + Focus on what CAN be done “Tak boleh. Fibre belum ada.” “Buat masa tok, Fibre gik belum ada di kawasan kitak. Biar saya check pilihan lain yang ada.”

Manage expectations = Be clear about what we know, what we can commit to, and what happens next.

Active Listening & Empathy

38 Listening A key skill for life and work

Listening – is more than “hearing” ear eyes undivided attention heart king

“Saya dah call tiga kali pasal benda yang sama.” What did you HEAR? Listen for the MESSAGE + the EMOTION

Connecting with Emotions

But First… .... The ability to understand and share another person’s feelings as if you’re standing in their shoes.

Don’t forget to remove your shoes!

44 Connecting with Emotions & Service Recovery Step Connecting with Emotions (Empathy) Service Recovery ASSESS Listen for what happened, emotion and impact Understand what went wrong and what the customer needs now ACKNOWLEDGE Recognize how the customer feels / is affected Acknowledge the poor experience without blaming or defending RESPOND & CONTINUE • Respond appropriately to what you've heard • Move the conversation forward • Correct, resolve or take the appropriate action • Explain next steps and follow through

Customer: “Saya sudah call tiga kali pasal benda yang sama.” Connecting with Emotions & Service Recovery Assess Repeated calls → frustrated → wants resolution Acknowledge “Maaf, Encik. kamek faham Encik mesti kecewa sebab sudah tiga kali call kami untuk perkara yang sama.” Respond & Continue “Kamek akan check apa yang sudah dibuat setakat tok. Lepas ya saya terangkan apa langkah seterusnya.” Customer: “Semalam orang itu cakap lain, hari ini cakap lain.” Assess Conflicting information → customer confused and lose confidence Acknowledge “Maaf Encik. Kamek faham kitak mesti keliru sebab semalam dapat maklumat lain, hari tok pula lain.” Respond & Continue “Kamek akan confirm dulu maklumat yang betul dan terangkan kepada Encik apa yang perlu dibuat seterusnya.”

Tonality that Builds Trust

47 PACE Too fast can sound rushed; Too slow can sound uninterested VOLUME Too loud can feel aggressive Too soft can lack confidence. PITCH Changes how warm, interested or concerned we sound. EMPHASIS Highlights what matters in the message. What Does the Customer Hear?

48 Wait….. How about What’s App chat Word choice + punctuation + sentence length + response style “Tunggu. Saya check.” ✓ “Baik Encik, beri saya sedikit masa untuk semak ya.”

Bringing It All Together

INTERACTIVITY: SIMULATION 15 mins4-5 People Nominate a speaker Finale Activity The SDEC Customer Experience Challenge Objective: Apply the skills from both days in a realistic SDEC customer interaction. Important: • This is not about memorizing a perfect script. • Respond naturally and apply the principles you have learnt.

Thank You