Course Details
Topic 1 Customer Service Fundamentals
- Bad vs Good vs Outstanding Customer Services
- Customer Needs
- Rapport Techniques
- Five Questions Technique
- Tone and Body Language
- Managing Customer Expectations
- Go For an Extra Mile
- Customer Feedback
- Empathize with Customers
Topic 2. Deal with Angry and Abusive Customers
- Customer Complaints
- Using Preemptive Techniques
- Tips to Deal with Angry Customers
- Partner Techniques to Deal with Angry Customers
- Maintenance Anchors
Course Info
Prerequisite:
NilSoftware Requirement:
HRDF Funding
Please refer to this video https://youtu.be/Kzpd-V1F9Xs
1- HRD Corp Grant Helper
How to submit grant applications for HRD Corp Claimable Courses
2- Employers are required to apply for the grant at least one week before training commences.
Employers must submit their applications with supporting documents, including invoices/quotations, trainer profiles, training schedule and course content.
3- First, Login to Employer’s e-TRIS account -https://etris.hrdcorp.gov.my
Second, Click Application
4- Click Grant on the left side under Applications
5- Click Apply Grant on the left side under Applications
6- Click Apply
7- Choose a Scheme Code and select HRD Corp Claimable Courses: Skim Bantuan Latihan Khas. Then, click Apply
8- Scheme Code represents all types of training that suit the requirements provided by HRD Corp. Below are the list of schemes offered by HRD Corp:
9- Select your Immediate Officer and click Next
10- Select a Training Provider, then click Next
11- Please select a training programme from the list, then key in all the required details and click Next
Select your desired training programme.
Give an explanation on why the participant is required to attend the training. E.g., related to their tasks/ career development, etc.
Explain the background and objective of this training.
Select a relevant focus area. For Employer-Specific Courses, select ‘Not Applicable’.
12- If the training programme is a micro-credential programme, you are required to complete these 3 fields. Save and click Next
Insert MiCAS Application number
13- Based on the nine (9) pillars listed below, HRD Corp Focus Area Courses are closely tied to support government initiatives towards nation building. As such, courses offered through the HRD Corp Focus Areas are designed to provide the workforce with skills required for current and future demands. Details of the focus areas are as follows:
14- Please select a Course Title and Type of Training
15- Select the correct type of training according to the actual type of training, or as mentioned in the training brochure:
16- Please key in the Training Location and click Next
17- Please select the Level of Certification and click Next
18- Please follow the instructions and key in trainee details
19- Click Add Batch, then click Save
20- Click Add Trainee Details
21- Please key in all the required details, then click Add
22- Click Add if there are more participants. Once done, click Save
23- Click Next
24- Please key in the course fees and allowance details, then click Save
25- Estimated cost includes the course fees/external trainer fees, allowances, and consumable training materials. Please comply with the HRD Corp Allowable Cost Matrix.
26- Select Upfront Payment to Training Provider and key in the percentage from 0% to 30%. Then, click Save and Next
27- Complete the declaration form and select a desired officer
28- Add all the required documents, then click Add Attachment. Then, click Save and Submit Application
29- Once the New Grant Application is successfully submitted, the Grant Officer will evaluate the application accordingly. The application may be queried if additional information is required.
The application status will be updated via the employer’s dashboard, email, and the e-TRiS inbox.
Job Roles
- Customer Service Stuff and Superviors
- Customer Relationship Managers
Trainers
Sarah Ng: Sarah Ng, with a solid educational background in computer science and business administration, Sarah Ng possesses a deep understanding of the intersection between technology and business strategy. Her diverse working experiences across startups, multinational companies, and government agencies have equipped her with a wealth of knowledge and real-world insights.
She has earned highlighted skills and achievements as below:
- Certified Practitioner of NLP (Neuro-Linguistic Programming)
- Certified Applied NLP in Business Practitioner
- Certified NLP Coach
- Certified Level 1 TRIZ Practitioner
- Certified Outsourcing Professional
- Master of Ceremony for numerous events
- Former DJ for Online Radio
- Over 10 years of experience in hosting and presenting to Foreign Direct Investment Companies.
- Won multiple award for Public Speaking contest
Elton Kuah: Elton Kuah in digital marketing, especially in the social media space, has done training with more than 100 corporate companies such as Institute Social Malaysia, HRDF HEARTS Program, SME Corp for Netrepreneur, corporate companies such as Celcom Axiata, Naza, Pfizer, Isentia, Teknologi Park Malaysia among other reputable clients. He has served clients such as Slimming Sanctuary, Smifu New Zealand, and Addestra Singapore which is premier learning center for adults. He is a member of Matrade Malaysia, government agency for external export and Malaysian Association of ASEAN Young Entrepreneurs (MAAYE). Elton is also a Professional Fellows under YSEALI, signature program of Barack Obama under economic empowerment. Elton Kuah has shared his thoughts on publications such as Asian Entrepreneur Magazine, Jumpstart Magazine Hong Kong, Social Media Polis USA, Global Yuppie Lifestyle USA, E27 Singapore and Next Up Asia on his perspective and market outlook.. He has co-authored and published a book in Singapore titled ‘Are You Ready To Be Next Entrepreneur’ which the book has been reviewed by world personalities such as Professor Jeffrey Sachs, world-renowned professor of economics and Asian Number 1 motivator ‘Miss Merry Riana’ and other reputable entrepreneurs. He completed Bachelor of Electrical and Electronic Engineering with Honours from University of Nottingham.
Paul Ho: Paul Ho obtained his bachelor of science degree in business administration, majoring in management information systems from Tennessee Technological University, USA. He is a certified training professional from ITD World (Institute of Training and Development). He has worked in insurance, automotive, retail and education industries since graduation. While attached to Mercantile Insurance Sdn. Bhd, a leading motor insurer, he conducted workshops for the staff to get familiarised with the new computerised systems. His portfolio includes serving agents with a monthly turnover of RM5 Million.
Customer Reviews (5)
- will recommend 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 - will recommend 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 - will recommend 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 - will recommend 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 - will recommend 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