academy 09 uk
TRANSCRIPT
It is what we think we already know that often prevents us from
learning...
Thank you.
A measured learning experience
All our Customer Contact
programs are developed
after years of first hand
experience with the
Customer and in a variety
of business situations
involving an array of
global customer service
clients. We are ready to
now impart these to you.
We know the value of Customer Service
Converting the front-liner…
Scicom Academy’s
Customer Contact
programs cover all
areas which are
critical to serving
the customer. It
covers all
platforms of key
interaction with
the Customer.
Front-line Customer Service
T
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Service That Sells…
T
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Call Center Training…
T
o
p
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c
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Customer Service Management…
T
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c
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Communication Skills…
T
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The Practical Workshop…
To ensure conversion and knowledge transfer takes place at every course, the following channels are employed to ensure success during workshop sessions;
Practical case studies
Realistic role plays
Review of current compliments and complaints
Small group discussions
Creative thinking exercises
Mystery shopping assignments
Live customer interviews
Challenging quizzes
Knowledge and skill-based assessments, and more
Our Accreditors and Certifiers.
BTEC Accredited Global Learning and
Certification Centre.
Support Centre Practices (SCP) Reselling Partner.
HRDF Accredited Class ‘A’ Educational Service Provider
Ministry Of Human Resource Approved Training Provider
Ministry Of Higher Education Approved Training Provider
MSC Malaysia Approved Training Provider
The Malaysian Opportunity…
Labor distribution by industry…
Where is Malaysia heading?
Current GDP contribution:
•More than 50% of GDP is from the services sector.
• Less than 30% from industry.
•This trend is likely to grow substantially within the next 5 years.
• Is there a structured plan to train the Malaysian working class into world-class service professionals?
WHERE IS THE VOID?
•Malaysia is not systematically gearing itself to be a services oriented nation.
•There is no structured plan to train Malaysians in this sector and to address this and their lack of communication skills.
•Malaysia stands to lose out to other neighboring nations who have a mature service culture compared to itself.
FACTS:
180,000 local university graduates in Malaysia enter the workforce each year.
Out of these, only 2% are formally (or tertiary) trained to do professional work in the (customer) services sector.
The Current Malaysian Workforce
EDUCATION TO PLAY CATALYST ROLE
There is a definite space in which we can own and nurture within the educational industry both in Malaysia
and in Asia . That space is in providing a formal educational pathway specializing in
GLOBALCUSTOMER MANAGEMENTA KEY DRIVER TO THE ASIAN NATIONAL ECONOMIES.
THE TARGET AUDIENCE
PRIMARY• School leavers who want professional skills to go into ‘white collared’ careers in the Customer Management industry.
•Graduates/ working class who want to be assessed, trained, certified and placed in professional customer contact positions.
SECONDARY•Professionals who are already in the Customer Contact space who want to formally enhance their executive skills and be recognized for it.
•Large corporations and government linked companies (GLC’s) to wish to convert current employees into world-class service professionals who will directly contribute to their national economies.
INSIDE THE AUDIENCE’S HEAD
GLOBALjobCONNECT
In a rare attempt to connect qualified customer contact graduates with suitable employers in this field, an interactive JOB PORTAL will act as a conduit and an integral part of this concept, in order to create a structured flow of human capital into the employment market.
UNIQUE SELLING PROPOSITION
THE BRAND PROPOSITION
To provide Asia with a complete certified educational pathway in the Global Customer Management field, through an established, respected GLOBAL educational brand.
Practitioner / Industry led faculty.
TARGETTED INDUSTRIES
Contact Centre
Retail
General
Public Service
Nursing
Hospitality
Airlines
Finance
A REGIONAL APPROACH
SCHOOL OF CUSTOMER CONTACT MANAGEMENT
Customer Contact Pathway in the Airline Industry
Customer Contact Pathway in the Retail Industry
SCHOOL OF LANGUAGES & BUSINESS COMMUNICATION
Primarily to address vernacular speakers whoaim to speak English fluently and in a neutral accent.
A comprehensive competency-based training programme using…
DRAMA, THEATRE, MUSIC AND SLICE OF LIFE….
SCHOOL OF LANGUAGES & BUSINESS COMMUNICATION
SCHOOL OF EXECUTIVE PROFESSIONAL DEVELOPMENT
The Proposed Partnership
THE X FACTOR – A NATIONAL SHOWCASE