Objectives
To 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.
Target Audience
- Frontline staff in any customer-facing role
- Customer service operator in call center
- Marketing or sales personnel interacting with clients
- SMEs or startups managing customer relations
- Entrepreneurs
Learning Outcomes
- Understand the fundamentals of professional customer service applicable to any business setting.
- Identify different customer types and adapt communication to meet their needs.
- Apply verbal and non-verbal communication techniques.
- Manage personal and customer emotions to reduce conflict and enhance engagement.
- Handle complaints and resolve issues effectively using structured approaches.
Course Outlines
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Day 1 – Foundations of Customer Service & Communication
Module 1: Foundations of Customer Service Excellence
- Importance of customer service in business success
- Customer service as brand representation
- Professional behaviour and service mindset
Module 2: Understanding Customers & Behaviour
- Types of customers and behaviour patterns
- Customer expectations and service needs
- Adapting service approach to different customers
Module 3: Professional Communication Skills
- Verbal communication techniques
- Non-verbal communication and body language
- Active listening and effective questioning
Module 4: Managing Service Interactions
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- Building rapport with customers
- Handling enquiries and requests professionally
- Managing difficult conversations calmly
Day 2 – Generative AI Tools & Content Mastery
Module 5: Emotional Intelligence in Customer Service
- Understanding self-awareness and emotional triggers
- Recognising customer emotions
- Managing emotions under pressure
Module 6: Conflict Management & Difficult Customers
- Common causes of customer conflict
- Techniques to de-escalate tense situations
- Responding professionally to challenging behaviour
Module 7: Complaint Handling & Problem Resolution
- Structured problem-solving approaches
- Managing complaints effectively
- Follow-up, accountability, and service recovery
- Common mistakes in complaint handling
Module 8: Service Consistency & Practical Application
- Delivering consistent service standards
- Case studies and real workplace scenarios
- Role plays and guided practice
- Key takeaways and action planning
Training Methodology
This 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.
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.
