Objectives
This 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:
- Strengthen participants’ ability to manage customers with professionalism and care.
- Develop proactive service behaviors that exceed expectations.
- Equip teams with practical recovery strategies for real-life service challenges.
Target Audience
Frontline Staff, Customer Service Representatives, Call Centre Agents, Hospitality Teams, Sales Assistants, and anyone involved in direct customer interaction.
Learning Outcomes
By the end of this programme, participants will be able to:
- Differentiate between customer service and customer experience.
- Demonstrate proactive service behaviors in handling daily interactions.
- Apply the WOW Recovery method to turn complaints into loyalty.
- Use empathy, tone, and anticipation to manage diverse customer emotions.
- Create a consistent service culture that reflects organizational values.
Course Outlines
Day 1: Creating Memorable Moments
Module 1: The Shift from Service to Experience
Program Content:
- What defines excellent customer experience today
- Emotional connection and memory in customer loyalty
- The “Moments that Matter” concept
Activities / Exercises:
- Service Story Reflection: Best and worst experience
- Group activity: Mapping your customer’s journey
Module 2: Communication that Connects
Program Content:
- Verbal and non-verbal communication in service interactions
- Tone, empathy, and active listening skills
- Handling diverse personalities and emotional triggers
Activities / Exercises:
- Empathy simulation: “Walk in My Shoes”
- Role-play: Calming an upset customer
Day 2: Anticipate, Recover, and Delight
Module 3: Proactive Service & Anticipation Skills
Program Content:
- Reading customer cues before problems arise
- Anticipating needs based on service patterns
- Service personalization techniques
Activities / Exercises:
- “Guest Radar” observation game
- Team brainstorm: Anticipation in your department
Module 4: WOW Recovery & Lasting Impressions
Program Content:
- Handling complaints using the WOW Recovery model
- Turning service failure into a relationship opportunity
- Building habits for consistent service excellence
Activities / Exercises:
- Real complaint analysis: “What went wrong?”
- Group presentation: Design your department’s WOW recovery plan
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.
