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X-WR-CALDESC:Events for UOA Academy
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20260701
DTEND;VALUE=DATE:20260703
DTSTAMP:20260422T014149
CREATED:20260113T013415Z
LAST-MODIFIED:20260113T013415Z
UID:50683-1782864000-1783036799@uoa-academy.com
SUMMARY:From Customer Service to Customer Experience (2 Days)
DESCRIPTION:Objectives  \nThis programme helps participants move beyond basic service delivery toward creating memorable customer experiences. Participants learn to anticipate needs\, handle complaints with empathy\, and deliver consistent excellence that builds loyalty and brand trust. The programme aims to:  \n\n Strengthen participants’ ability to manage customers with professionalism and care. \nDevelop proactive service behaviors that exceed expectations. \n Equip teams with practical recovery strategies for real-life service challenges. \n\nTarget Audience  \nFrontline Staff\, Customer Service Representatives\, Call Centre Agents\, Hospitality Teams\, Sales Assistants\, and anyone involved in direct customer interaction.  \nLearning Outcomes  \nBy the end of this programme\, participants will be able to:  \n\n Differentiate between customer service and customer experience. \n Demonstrate proactive service behaviors in handling daily interactions. \nApply the WOW Recovery method to turn complaints into loyalty. \n Use empathy\, tone\, and anticipation to manage diverse customer emotions. \nCreate a consistent service culture that reflects organizational values. \n\nCourse Outlines  \nDay 1: Creating Memorable Moments  \nModule 1: The Shift from Service to Experience  \nProgram Content:  \n\n What defines excellent customer experience today \n Emotional connection and memory in customer loyalty \nThe “Moments that Matter” concept \n\nActivities / Exercises:  \n\n Service Story Reflection: Best and worst experience \n Group activity: Mapping your customer’s journey \n\nModule 2: Communication that Connects  \nProgram Content:  \n\n Verbal and non-verbal communication in service interactions \nTone\, empathy\, and active listening skills \n Handling diverse personalities and emotional triggers \n\nActivities / Exercises:  \n\n Empathy simulation: “Walk in My Shoes” \n Role-play: Calming an upset customer \n\nDay 2: Anticipate\, Recover\, and Delight  \nModule 3: Proactive Service & Anticipation Skills  \nProgram Content:  \n\n Reading customer cues before problems arise \n Anticipating needs based on service patterns \n Service personalization techniques \n\nActivities / Exercises:  \n\n “Guest Radar” observation game \n Team brainstorm: Anticipation in your department \n\nModule 4: WOW Recovery & Lasting Impressions  \nProgram Content:  \n\n Handling complaints using the WOW Recovery model \nTurning service failure into a relationship opportunity \n Building habits for consistent service excellence \n\nActivities / Exercises:  \n\n Real complaint analysis: “What went wrong?” \n Group presentation: Design your department’s WOW recovery plan \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/customer-service-to-customer-experience-2-day-training/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20260701
DTEND;VALUE=DATE:20260703
DTSTAMP:20260422T014149
CREATED:20260113T014517Z
LAST-MODIFIED:20260122T025114Z
UID:50685-1782864000-1783036799@uoa-academy.com
SUMMARY:Handling Customer Complaints: 2-Day Professional Training
DESCRIPTION:Objectives  \nThe objective of the Handling Customer Complaints training program is to provide participants with a comprehensive understanding of the skills and knowledge necessary to effectively handle customer complaints and improve customer satisfaction. In today’s highly competitive business environment\, it is crucial for organizations to have a solid approach to managing customer complaints. Effective handling of customer complaints can help to prevent the loss of business\, maintain customer loyalty\, and even enhance the reputation of an organization.  \nTarget Audience  \nThe target audience for the Handling Customer Complaints training program includes customer service representatives\, front-line employees\, managers\, and anyone who interacts with customers in a business setting.  \nLearning Outcomes  \n\n Communicate effectively with customers using active listening techniques \nIdentify root causes of customer complaints and use problem-solving\, negotiation\, and empathy to resolve them \n Manage personal emotions and respond professionally in challenging situations \nIdentify patterns and trends in customer complaints and make recommendations for service improvement.\n\nCourse Outlines: Day 1:  \nModule 1: Introduction to Customer Complaints  \n\n The importance of effective complaint handling \n Types of customer complaints \n Understanding customer needs and expectations \n The cost of poor complaint handling \n\nModule 2: Active Listening Techniques  \n\n Importance of active listening in customer interactions \nPractical strategies for attentive and empathetic listening \nEnhancing communication through effective listening skills \n\nModule 3: Effective Communication Skills  \n\n Verbal and nonverbal communication techniques \n Active listening skills \n Asking effective questions \n Using empathy to build rapport \n\nModule 4: Managing Emotions  \n\n Understanding and managing personal emotions \n Strategies for staying calm and professional \n Dealing with angry or upset customers \n Avoiding escalation \n\nDay 2:  \nModule 5: Time management  \n\n Prioritizing complaints \n Setting realistic expectations with customers \n Managing time effectively \n Resolving complaints within an appropriate time frame \n\nModule 6: Professional Response in Challenging Situations  \n\nStrategies for maintaining professionalism in difficult scenarios \nDe-escalation techniques for defusing tense customer interactions \nCase studies on effective responses to challenging complaints \n\nModule 7: Complaint Resolution Techniques  \n\n Root cause analysis \n Problem-solving techniques \n Negotiation and conflict resolution \n Using empathy to address emotional complaints \n\nModule 8: Documentation and Follow-up  \n\n The importance of accurate documentation \n Following up with customers \n Identifying opportunities for improvement \n Preventing future complaints \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/handling-customer-complaints-2-day-professional-training/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
END:VEVENT
BEGIN:VEVENT
DTSTART;VALUE=DATE:20260701
DTEND;VALUE=DATE:20260703
DTSTAMP:20260422T014149
CREATED:20260113T015818Z
LAST-MODIFIED:20260113T015818Z
UID:50687-1782864000-1783036799@uoa-academy.com
SUMMARY:ISO 45001 Occupational Health and Safety (OH&S) (2 Days)
DESCRIPTION:Objectives  \nThe ISO 45001 Occupational Health and Safety training is designed to establish and maintain practices that prioritize the health and safety of employees and other stakeholders. The brief objectives of ISO 45001 include the establishment of a systematic approach to OH&S management\, identification and mitigation of risks\, compliance with applicable legal and regulatory requirements\, and continuous improvement of OH&S performance.  \nTarget Audience  \nThe target audience for ISO 45001 includes employees at all levels\, middle management\, executives and indiividual seeking to enhance their commitment to employee well-being and safety. This standard is particularly relevant to companies that recognize the importance of providing a safe and healthy work environment\, reducing workplace accidents\, and minimizing occupational health risks.  \nLearning Outcomes  \n\n Gain a comprehensive understanding of OH&S management systems principles and requirements. \n Identify and assess occupational health and safety risks\, establish effective controls\, and ensure legal compliance. \n Develop skills to implement and maintain a customized and robust OH&S management system. \n Empower individuals and organizations to continuously improve OH&S performance through monitoring\, evaluation\, and preventive/corrective measures. \n Foster a safety culture\, protect employees\, and contribute to the overall well-being of the workforce. \n\nCourse Outlines:  \nDay 1  \nModule 1: Introduction to ISO 45001  \n\n Overview of Occupational Health and Safety (OH&S) management systems \nImportance of prioritizing employee and stakeholder health and safety \n\nModule 2: Objectives of ISO 45001 Training  \n\n Establishing a systematic approach to OH&S management \nIdentification and mitigation of occupational health and safety risks \nEnsuring compliance with legal and regulatory requirements \nContinuous improvement of OH&S performance \n\nModule 3: Principles and Requirements of OH&S Management Systems  \n\n Understanding the principles behind ISO 45001 \n Key requirements for implementation and documentation \n Leadership and responsibility for effective system management \n\nModule 4: Risk Identification and Mitigation  \n\n Techniques for identifying hazards and assessing OH&S risks \nDeveloping and applying effective control measures \n Case studies and practical approaches to risk mitigation \n\nDay 2:  \nModule 5: Legal Compliance  \n\n Overview of applicable OSH laws and regulatory obligations \n Ensuring ongoing legal compliance in the workplace \n Consequences of non-compliance and risk to business operations \n\nModule 6: Implementation Skills  \n\n Skills and strategies to implement ISO 45001 effectively \n Tailoring the management system to suit organizational needs and industry context \nTraining\, internal communication\, and employee involvement \n\nModule 7: Continuous Improvement  \n\n Monitoring and evaluating OH&S metrics and KPIs \n Conducting internal audits and incident reporting \n Implementing corrective and preventive actions for system enhancement \n\nModule 8: Safety Culture and Well-being  \n\n Building a proactive safety culture through leadership and engagement\n Initiatives to support employee well-being \n High-impact activities to raise safety awareness across the organization \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/iso-45001-occupational-health-safety-training-2-day-course/
CATEGORIES:Interpersonal Development,Interpersonal Skill,Management,Self Development
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