As the market gets crowded and competitive, it is even more important now than ever to ensure we take better care of our customers, understanding their needs, provide them with great experience and value through the desired products and services. This course aims to refine the front liners’ understanding and approach to making and keeping customers happy and satisfied.
Building a Customer-focused Culture
Service from the Mind & Heart
Being Proactive
5 Elements of Customer Service
Reliability – Consistency, trust, service promise
Assurance – Competence, communication, problem-solving
Tangibles – First impressions, physical spaces
Empathy – EQ, rapport, managing stress, handling different personalities
Responsiveness – Speed vs accuracy, systems & tools
4-Step Client Experience
Plan → Do → Check → Act
Service Recovery
Complaint handling
Recovery procedures & preventive measures
Develop an empathy-driven customer service mindset.
Build confidence and competence in handling customers.
Enhance communication and active listening skills.
Learn problem-solving techniques for service issues.
Improve ability to manage difficult customers and personalities.
Deliver consistent, high-quality customer experiences.
Strengthen team accountability and service culture.
Gain skills in service recovery and complaint handling.
An interactive training designed to build an empathy-driven service mindset, improve communication, and handle challenging customers effectively. Through case studies, simulations, and practical activities, participants will learn to deliver exceptional customer experiences and strengthen service culture.
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Address:
Suite A-29-01 Vertical Business Suite Bangsar South,
No. 8, Jalan Kerinchi,
59200 Kuala Lumpur, Malaysia
Phone:
(+603) 2783 9602 | (+6012) 568 6509
Email:
[email protected]
Have a question or need more information? Fill out the form below and we will get back to you as soon as possible.
