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X-WR-CALDESC:Events for UOA Academy
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20260407
DTEND;VALUE=DATE:20260409
DTSTAMP:20260422T043233
CREATED:20260109T063327Z
LAST-MODIFIED:20260112T071707Z
UID:50547-1775520000-1775692799@uoa-academy.com
SUMMARY:Customer Service Excellence (2 Days)
DESCRIPTION:Objectives \nTo equip participants with universal customer service skills that enhance client satisfaction\, professional communication\, and problem solving across any business or service environment. Participants will learn how to understand customer behaviour\, communicate effectively\, manage emotions\, and resolve issues efficiently to create positive\, lasting customer experiences.  \nTarget Audience \n\n Frontline staff in any customer-facing role \n Customer service operator in call center \n Marketing or sales personnel interacting with clients \n SMEs or startups managing customer relations \n Entrepreneurs \n\nLearning Outcomes \n\n\n Understand the fundamentals of professional customer service applicable to any business setting. \n Identify different customer types and adapt communication to meet their needs. \nApply verbal and non-verbal communication techniques. \n Manage personal and customer emotions to reduce conflict and enhance engagement. \n Handle complaints and resolve issues effectively using structured approaches. \n\n\nCourse Outlines \n\n\n\nDay 1 – Foundations of Customer Service & Communication  \n\n\nModule 1: Foundations of Customer Service Excellence  \n\n Importance of customer service in business success \nCustomer service as brand representation \n Professional behaviour and service mindset \n\nModule 2: Understanding Customers & Behaviour  \n\n Types of customers and behaviour patterns \n Customer expectations and service needs \n Adapting service approach to different customers \n\nModule 3: Professional Communication Skills  \n\n Verbal communication techniques \n Non-verbal communication and body language \n Active listening and effective questioning \n\nModule 4: Managing Service Interactions  \n\n\n\n Building rapport with customers \n Handling enquiries and requests professionally \n Managing difficult conversations calmly \n\n\n\nDay 2 – Generative AI Tools & Content Mastery  \nModule 5: Emotional Intelligence in Customer Service  \n\n Understanding self-awareness and emotional triggers \n Recognising customer emotions \n Managing emotions under pressure \n\nModule 6: Conflict Management & Difficult Customers  \n\n Common causes of customer conflict \n Techniques to de-escalate tense situations \n Responding professionally to challenging behaviour \n\nModule 7: Complaint Handling & Problem Resolution  \n\n Structured problem-solving approaches \n Managing complaints effectively \n Follow-up\, accountability\, and service recovery \n Common mistakes in complaint handling \n\nModule 8: Service Consistency & Practical Application  \n\n Delivering consistent service standards \n Case studies and real workplace scenarios \n Role plays and guided practice \n Key takeaways and action planning \n\nTraining Methodology  \nThis programme uses an interactive and hands-on approach combining short lectures\, group discussions\, case studies\, role plays\, and practical exercises. Participants actively practise communication\, emotional management\, conflict handling\, and problem resolution skills to build confidence and apply learning immediately in their work environment.  \nPRICING: \n\nRM 2\,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training\, please contact us for a quote. \n\n\nKindly scan or click on the link below for your. Learning Registration.For any enquiries\, please contact us at:UOA Academy Sdn BhdSuite 1-2\, Lower Level 1\, City\, The Horizon Annexe\, Avenue 7\,Bangsar South\, 59200 Kuala Lumpur\, Wilayah Persekutuan Kuala Lumpur. \nTel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com \n\n  \n\n \nClick Here for Registration & Further Details!  \n \nCancellation & Transfer\n\nPlease 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.  \nDisclaimer: 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.  \n\n     \n  \n 
URL:https://uoa-academy.com/events/customer-service-excellence-2-days/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20260407
DTEND;VALUE=DATE:20260409
DTSTAMP:20260422T043233
CREATED:20260109T072903Z
LAST-MODIFIED:20260122T041333Z
UID:50549-1775520000-1775692799@uoa-academy.com
SUMMARY:Telephone Techniques and Handling Difficult Clients  (2 Days)
DESCRIPTION:Objectives  \nThe Telephone Techniques and Handling Difficult Clients course aims to enhance participants’ communication skills in telephone interactions and equip them with strategies to effectively manage challenging client interactions. The primary objectives include providing insights into telephone etiquette\, developing techniques for handling difficult clients\, and fostering a positive customer service experience.  \nTarget Audience  \nThis course is designed for customer service representatives\, executives\, and professionals involved in telephone-based interactions. It is suitable for individuals seeking to improve their telephone communication skills and effectively handle challenging client situations. The content caters to those in various industries where telephone communication plays a crucial role in customer relations.  \nLearning Outcomes  \n\n Gain proficiency in telephone etiquette\, encompassing effective greetings\, active listening\, and maintaining a professional tone. \n Develop strategies for managing difficult clients\, addressing complaints\, and resolving conflicts during telephone interactions. \n Acquire skills to enhance customer satisfaction through improved communication effectiveness. \n Contribute to a positive and professional organizational image through effective telephone techniques. \nEmpower participants with the knowledge and tools to handle challenging client interactions with confidence and professionalism. \n\nCourse Outlines:  \nDay 1:  \nModule 1: Foundations of Effective Telephone Communication  \n\n Professional Telephone Etiquette (Greetings\, Introductions\, Closing Remarks) \nActive Listening Skills (Techniques for Effective Listening and Understanding) \nNonverbal Communication in Telephone Interactions (Tone of Voice\, Pace\, Enunciation) \n Building Rapport and Establishing Trust \n\nModule 2: Handling Customer Inquiries and Requests  \n\n Gathering Information and Clarifying Client Needs \n Providing Accurate and Concise Information \n Problem-Solving Techniques for Common Customer Inquiries \n Directing Calls and Transferring Calls Effectively \n\nModule 3: Techniques for Handling Customer Complaints  \n\n Active Listening and Empathy in Complaint Handling \n Acknowledging and Validating Customer Concerns \n De-escalation Techniques for Angry or Frustrated Clients \n Finding Solutions and Resolving Complaints Effectively \n\nModule 4: Building Rapport and Customer Relationships  \n\n Personalized Communication and Customer Recognition \n Active Listening and Empathy in Customer Interactions \n Building Trust and Credibility through Effective Communication \n\nDay 2:  \nModule 5: Dealing with Difficult Client Behaviors  \n\n Identifying and Addressing Aggressive\, Rude\, or Demanding Clients \nSetting Boundaries and Maintaining Professionalism \n Handling Difficult Conversations and Difficult People \n Techniques for Remaining Calm and Composed under Pressure \n\nModule 6: Handling Difficult Situations  \n\n Dealing with Irate Customers and Handling Angry Outbursts \nManaging Difficult Calls and Escalation Situations \n Handling Customer Complaints and Disputes \n Techniques for Handling Difficult or Sensitive Topics \n\nModule 7: Communication Technology and Tools  \n\n Utilizing Telephone Systems and Communication Technologies \nEffective Use of Call Recording and Monitoring Tools \n Communication Protocols and Best Practices \n Technology and its Impact on Customer Service \n\nModule 8: Enhancing Customer Satisfaction  \n\n Measuring Customer Satisfaction and Gathering Feedback \nUsing Customer Feedback to Improve Telephone Interactions \nCreating a Positive Customer Experience \n Building Long-Term Customer Relationships\n\nPRICING: \n\nRM 2\,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training\, please contact us for a quote. \n\n\nKindly scan or click on the link below for your. Learning Registration.For any enquiries\, please contact us at:UOA Academy Sdn BhdSuite 1-2\, Lower Level 1\, City\, The Horizon Annexe\, Avenue 7\,Bangsar South\, 59200 Kuala Lumpur\, Wilayah Persekutuan Kuala Lumpur. \nTel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com \n\n  \n\n \nClick Here for Registration & Further Details!  \n \nCancellation & Transfer\n\nPlease 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.  \nDisclaimer: 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.  \n\n     \n  \n 
URL:https://uoa-academy.com/events/telephone-techniques-and-handling-difficult-clients-2-days/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260407
DTEND;VALUE=DATE:20260409
DTSTAMP:20260422T043233
CREATED:20260109T073539Z
LAST-MODIFIED:20260122T041211Z
UID:50552-1775520000-1775692799@uoa-academy.com
SUMMARY:Hazard Analysis and Critical Control Point (HACCP) + Food Safety Management System (2 days)
DESCRIPTION:Objectives  \nThe Hazard Analysis and Critical Control Point (HACCP) course is designed to educate participants on systematic approaches to identify\, assess\, and control potential hazards in food production processes. The primary objective is to equip participants with the knowledge and skills needed to implement and manage an effective HACCP system\, ensuring food safety\, compliance with regulations\, and the prevention of foodborne illnesses.  \nTarget Audience  \nThis course is specifically designed for professionals within executives\, middle management\, senior managers\, and employees in the hospitality sector relevant to this course. It is well-suited for individuals aiming to deepen their comprehension of HACCP principles. Additionally\, it is tailored for those actively engaged in the development\, implementation\, and upkeep of food safety management systems.  \nLearning Outcomes  \n\n Develop proficiency in identifying potential hazards in food production processes. \nAcquire skills in implementing effective control measures to mitigate identified risks. \nEmpower participants to contribute significantly to creating and maintaining a safe and compliant food handling environment within their professional capacities. \n\nCourse Outlines:  \nDay 1:  \nModule 1: Introduction to HACCP Principles  \n\n Examine systematic methodologies for identifying\, assessing\, and controlling potential hazards in food production processes. \n Emphasize the critical role of HACCP in ensuring food safety\, regulatory compliance\, and the prevention of foodborne illnesses. \n\nModule 2: Fundamentals of Hazard Identification  \n\n Cultivate proficiency in recognizing potential hazards at various stages of food production. \n Employ case studies and practical exercises to enhance skills in hazard identification. \n\nModule 3: Implementation of Control Measures  \n\n Develop skills in implementing effective control measures to mitigate identified risks. \nExplore best practices and real-world examples illustrating successful control measures application. \n\nDay 2:  \nModule 4: Establishment of an Effective HACCP System  \n\n Delve into the components and requirements of an effective HACCP system. \nProvide practical guidance on the development\, implementation\, and maintenance of robust food safety management systems. \n\nModule 5: Regulatory Compliance and Food Safety  \n\n Understanding the regulatory landscape and compliance requirements related to HACCP. \n Strategies for ensuring alignment with food safety regulations and industry standards. \n\nModule 6: Prevention of Foodborne Illnesses  \n\n Utilize case studies and scenarios focused on preventing foodborne illnesses through HACCP implementation. \n Analyze real-world examples to underscore the pivotal role of HACCP in food safety.\n\nPRICING: \n\nRM 2\,200.00 Per Person (HRD Corp Claimable Course) + 8% SSTTo inquire about pricing for our training\, please contact us for a quote. \n\n\nKindly scan or click on the link below for your. Learning Registration.For any enquiries\, please contact us at:UOA Academy Sdn BhdSuite 1-2\, Lower Level 1\, City\, The Horizon Annexe\, Avenue 7\,Bangsar South\, 59200 Kuala Lumpur\, Wilayah Persekutuan Kuala Lumpur. \nTel: 6013 482 4810 / 6016 241 3517Email: register@uoa-academy.com \n\n  \n\n \nClick Here for Registration & Further Details!  \n \nCancellation & Transfer\n\nPlease 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.  \nDisclaimer: 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.  \n\n     \n  \n 
URL:https://uoa-academy.com/events/haccp-food-safety-management-system-training-2-days/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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