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Customer Service Masterclass

Course Information

  • Sessions 1 day
  • Duration 7.5 hrs
  • Level Beginner
  • Assessment NA

Venue

Kuala Lumpur: G-3A-02, Suite Pejabat Korporat, KL Gateway, No 2, Jalan kerinchi, Gerbang kernichi Lestari, 59200 Kuala Lumpur, Malaysia
Penang: Jalan Sungai Dua, 11700 Penang, Malaysia.

Course Brochure

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Certification

By the end of the course, learners will be able to 

  • LO1: Build a Pay Per Click (PPC) campaign with Google Ads
  • LO2: Identify keywords for maximizing profits and volume, and define PPC campaign objectives
  • LO3: Setup Google Ads and track conversion performance.
  • LO4: Create reports and identify low performing sources
  • LO5: Manage and Google Ads and optimize the bids.

Customer Service Masterclass

Course Code: C529

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What's This Course About

This course equips participants with the skills to assess and address customer needs by effectively collecting and analyzing customer feedback. Learners will develop an understanding of customer expectations, explore various communication channels such as phone and email, and identify opportunities to enhance service quality. Through practical scenarios, participants will strengthen their ability to deliver exceptional customer service, ensuring a positive customer experience.

Additionally, learners will gain insights into managing difficult customers and knowing when to escalate concerns for resolution. The course also emphasizes strategies to generate return business by improving customer satisfaction and leveraging operational feedback. By the end of the course, participants will be able to implement service improvements that drive business growth.

Course Fee

MYR1,100.00

Course Date

Additional Note

Please bring your own laptop for hands-on training. If you don't have laptop, we can provide spare laptop for training use.

Disclaimer: The course dates displayed on our website are tentative and subject to trainer availability. We will confirm the final date after checking with the trainer. You are also welcome to email us your preferred date at sales@tertiarycourses.com.my, and we will do our best to coordinate with the trainer's schedule.

Post-Course Support

  • We may provide consultation related to the subject matter after the course.
  • Please email your queries to sales@tertiarycourses.com.my and we will forward your queries to the subject matter experts and get back to you as soon as possible.

Cancellation & Reschedule Policy

  • We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% to participants.
  • Note: the venue of the training is subject to changes due to class size and availability of the classroom. The minimum class size to start a class is 3 Pax.

Course Details

Course Details

What You'll Learn

Topic 1: Who We Are and What We Do – Understanding Customers & Customer Service

Who Are Customers? (internal/external)

What is Customer Service?

Who Are Customer Service Providers?

Topic 2: Establishing Your Attitude

Appearance Counts!

The Power of a Smile

Staying Energized

Staying Positive

Topic 3: Identifying and Addressing The Customer’s Needs

Understanding the Customer’s Problem

Staying Outside the Box

Meeting Basic Needs

Going the Extra Mile

Topic 4: In-Person Customer Service (Face to Face)

Dealing With At-Your-Desk Requests

The Advantages and Disadvantages of In-Person Communication

Using Body Language to Your Advantage

Topic 5: Giving Customer Service over the Phone

The Advantages and Disadvantages of Telephone Communication

Telephone Etiquette

Tips and Tricks

Topic 6: Providing Customer Service via Email

The Advantages and Disadvantages of Email Communication

Understanding Netiquette

Tips and Tricks

Examples: Chat or e-mail

Topic 7: Generating Return Business with Better Customer Service

Following Up from Customer Feedback

Addressing Customer Complaints

Turning Difficult Customers Around

Topic 8: Recovering Difficult Customers

De-Escalating Anger

Establishing Common Ground

Setting Your Limits

Managing Your Own Emotions

Topic 9: Understanding When to Escalate

Dealing with Vulgarity

Coping with Insults

Dealing with Legal and Physical Threats

Course Info

Promotion Code

Your will get 10% discount voucher for 2nd course onwards if you write us a Google review.

Minimum Entry Requirement

Knowledge and Skills

  • Able to operate using computer functions
  • Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

  • Positive Learning Attitude
  • Enthusiastic Learner

Experience

  • Minimum of 1 year of working experience.

Target Age Group: 18-65 years old

Minimum Software/Hardware Requirement

Software:

TBD

Hardware: Window or Mac Laptops

Job Roles

Job Roles

  • Brand Manager
  • Marketing Executive
  • Communications Manager
  • Public Relations Executive
  • Corporate Communications Specialist
  • Marketing and Branding Consultant
  • Customer Insights Analyst
  • Digital Marketing Executive
  • Advertising Executive
  • Social Media Manager
  • Stakeholder Engagement Officer
  • Marketing Communications Officer
  • Brand Strategist
  • PR Campaign Manager
  • Client Relationship Executive
  • Content Marketing Specialist
  • Customer Experience Manager
  • Media Relations Executive
  • Product Marketing Manager
  • Reputation Management Consultant

Trainers

Trainers

Saeid is co-founder of Skymics Sdn Bhd. He has 8 years of experience in the field of IoT (Internet of Things) and Information Technology. He is a certified IBM IoT Practitioner and instructor, and a Certified Citizen Data Scientist Train-The-Trainer. He has been co-inventor of 3 inventions during the last 4 years.

Review

Customer Reviews (6)

Very satisfied Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
The course materials were detailed and easy to reference afterwards. Great value for money. (Posted on 14/12/2025)
Learned a lot Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
The training was very practical and hands-on. I could apply what I learned to my work immediately. (Posted on 26/06/2025)
Exceeded my expectations Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Great course materials and well-paced lessons. The exercises really helped me understand the topic. (Posted on 23/04/2025)
Well structured course Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Excellent delivery and good balance between theory and practice. Learned a lot in a short time. (Posted on 08/04/2025)
Knowledgeable trainer Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
The trainer was knowledgeable and explained the concepts clearly with real-world examples. (Posted on 11/09/2024)

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