Objectives
In today’s competitive service environment, frontline professionals play a critical role in shaping customer perception and organisational reputation. This programme provides a structured framework for understanding the dynamics of modern customer interactions and the expectations placed on frontline roles. It addresses the realities of high-volume, high-pressure service settings while reinforcing the importance of professionalism and consistency. Through practical scenarios and guided learning, participants explore how everyday interactions influence customer confidence and brand credibility. The programme serves as a platform to strengthen frontline capability and support sustainable service excellence across the organisation.
Target Audience
● Frontline Staff
● Customer Service Representatives
● Hospitality & Service Teams
● Call Centre & Contact Centre Agents
● Sales Assistants & Customer-Facing Roles
Learning Outcomes
By the end of this programme, participants will be able to:
● Build confidence in handling customer interactions professionally
● Understand the shift from transactional service to experiential service
● Learn to anticipate customer needs and manage emotions effectively
● Apply structured recovery techniques to turn service failures into loyalty
● Deliver consistent service excellence aligned with organisational values
Course Outlines
Day 1: BUILDING CONFIDENCE & SERVICE FOUNDATION Module 1: The Role of Frontliners as Brand Ambassadors
● Understanding how frontline behaviour shapes brand perception
● Moving from “task-based service” to “experience ownership”
● The frontline impact on loyalty, reputation, and trust
Module 2: Confidence in Customer Interaction
● Building self-confidence in face-to-face and verbal interactions
● Managing first impressions and professional presence
● Staying composed under pressure
Module 3: Understanding Customer Behaviour & Emotions
● Why customers react the way they do
● Identifying emotional triggers in service situations
● Adapting responses based on customer mood and expectations
Module 4: Communication Skills for Service Excellence
● Active listening and questioning techniques
● Managing tone, body language, and clarity
● Handling misunderstandings without escalating conflict
Day 2: HANDLING CHALLENGES & CREATING IMPACT
Module 5: Managing Difficult Customers with Professionalism
● Staying calm when customers are upset or demanding
● De-escalation techniques for tense situations
● Setting boundaries while remaining service-oriented
Module 6: Anticipation & Proactive Service Behaviours
● Spotting early signs of dissatisfaction
● Anticipating needs before customers ask
● Reducing complaints through proactive actions
Module 7: Service Recovery & Problem Resolution
● Handling complaints systematically
● Taking ownership of service breakdowns
● Restoring customer confidence after service failure
Module 8: Consistency, Impact & Personal Action Plan
● Delivering consistent service standards daily
● Aligning service behaviour with organisational values
● Creating a personal frontline excellence action plan
Training Methodology
This programme uses an interactive and experiential learning approach, combining facilitated discussions, role-plays, and real-life frontline scenarios. Participants practise practical communication, service handling, and recovery techniques through hands-on activities, group exercises, and guided reflection. The focus is on real workplace application, enabling participants to build confidence, manage challenging customer situations, and deliver consistent service excellence with immediate impact.
PRICING:
RM 2,200.00 Per Person (HRD Corp Claimable Course) + 8% SST
To inquire about pricing for our training, please contact us for a quote.
Kindly scan or click on the link below for your.
Learning Registration.
For any enquiries, please contact us at:
UOA Academy Sdn Bhd
Suite 1-2, Lower Level 1, City, The Horizon Annexe, Avenue 7,
Bangsar South, 59200 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur.
Tel: 6013 482 4810 / 6016 241 3517
Email: register@uoa-academy.com
Click Here for Registration & Further Details!
Please note that should this registration be cancelled fourteen (14) days before the day of the training, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training, full payment of the training will be levied. Please note that amendments can only be made to the above arrangement by giving a minimum of three (3) working days’ notice. Additionally, a 30% upfront payment is required via Human Resource Development Corporation (HRDC) or bank transfer.
Disclaimer: UOA Academy reserves the right to make changes to the venue, date, and speaker, including cancellation of the workshop if warranted by circumstances beyond its control.
