Steve Coyle

Background

About Steve Coyle

An American based in Kuala Lumpur since 1995. Founder of ServiceWinners International, a company specialized in helping clients do two things: 1) Improve service levels so that customers have positive experiences (including overdue customers) 2) Launch key HR initiatives. 1) Improve Service Levels: We want to drastically improve the low service quality found in Malaysia and surrounding countries. Too often the service quality provided to customers in SE Asia is transaction-based and not experience-based. Customer Service front liners have difficulty connecting with customers, especially angry ones. Our training team consists of experienced instructional designers. We customize any learning program for your service improvement needs. Key service areas include: Customer Service (phone2phone), Counter/Front Desk Skills, Debt Collections, Telesales, and Supervising People. One of the more popular areas is how to handle customers in difficult situations to win-back the customer and their business; while reducing stress and increasing confidence for the employee. Primary clients are call centres, hospitals, telcos, banks, multinationals, and GLCs. 2) Launch Key HR Initiatives We have designed and assisted HR departments to launch the following HR initiatives- On-boarding programs & processes - Curriculum maps based on job competencies - Coach Asian HR staff to pass a European external assessor using a 24-item 'competency ruler'​ - Designed an organization's team building activities and safety manual - Designed a two-week 'train-the-trainer'​ program for an organisation's internal trainers- Coached 24 branch operations staff to become system trainers for a bank's new core banking system launch. The trainers trained staff- Partnered with HR and Customer Service departments to launch a GLC's service initiative at an international airport that resulted in a world-class service ranking. For more details: steve@servicewinners.com /+60 12 998