Understanding Business/Service Excellence & Complaint Handling Workshop by Ng Yong Hooi
Date: 18 & 19 March 2020 (Wednesday & Thursday)
Time: 9:00am to 5:00pm
Venue: Hotel Istana City Centre Kuala Lumpur

In every organization, the front-line people, who happen to become those that the customers come into contact with first, are the ones that leave a lasting impression. Their way of contact and handling the customers are essential to ensure that the customers come back for more of their services.

This workshop is specially designed to help participants understand the importance of rendering excellent service and acquire practical customer service tips and techniques on how to create winning customer contact that will differentiate them from their competitors.


At the end of the workshop, participants will be able to:

• Understand the need to be customer-driven
• Use customer-centered behaviours to create a climate for exceptional relationship
• Develop and attitude of delighting the customers
• Acquire tactics to deal with challenging customers
• Learn how to turn irate customers around

Program Content:

Module 1: Towards Business Excellence
• Your current competitive position
• What exactly is customer service?
• Why bother with excellent service?
• Barriers to excellent service

Module 2: Perception in Service
• Why customer perception matters?
• Know the various perception points
• Managing your perception points

Module 3: Delivering Quality Service
• What is quality customer service?
• The exceptional service equation
• Understanding value dimensions
• Dimensions of quality service

Module 4: Preparing Yourself for Service
• The service chain process
• Your role in the organization
• Traits of a professional service provider
• Managing emotional turmoil

Module 5: Understanding Service Contacts
• The four service contacts
• The non-negotiable service contact
• Your current service contact
• Staying put or stepping up?

Module 6: Cultivating Delightful Customer Contact
• Key principles to rapport-building
• Up your communication behaviours
• The appropriate service language

Module 7: Putting Active Listening to Work
• Are you listening correctly to customers?
• Value of paying attention
• Become an active listener

Module 8: Connect to Win Them Over
• Understand personality type
• Know your working style
• Learn to tango with customer

Module 9: Winning Service under Difficulties
• Why customers are ‘difficult’
• Problem-solving passion
• Turn up the H.E.A.T.
• Dealing with challenging personalities
• How to say ‘no’

Module 10: The 1%er Service Leadership
• Types of customer experience
• Bettering your competitors
• Superserve with G.E.M.

Self-assessment, case studies, role plays, audio-visual, interactive lecture, group discussion
Who Must Attend:
Front-line staff who have direct contact with customers as well as those in the executive and supervisory position on how they can play an effective role to provide delightful customer experience.
Investment Fees:
RM1,908.00 (Including 6.00% Service Tax) per participant (Standard Fee)
RM1,590.00 (Including 6.00% Service Tax) per participant (Early Bird Fee, register by 09 March 2020)

Group incentive: Register 3 participants from the same organization, the 4th participant is FREE. (Buy 3 Get 1 Free)
There are 3 methods to register for this training:
  1. Kindly click here for online registration. Register Now.
  2. Kindly download this registration form, and fill up all the particulars. Please fax back to +6-03-6270-9993. Click here to download Registration Form (177KB).
  3. Call us to register. Tel: +6-03-6270-9883.
This Training Programme is SBL Claimable *Subject to PSMB conditions.

Pembangunan Sumber Manusia Berhad (PSMB)We Are An Approved Training Provider Under SBL Scheme With Pembangunan Sumber Manusia Berhad (PSMB/HRDF)