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Increase Your Business with Excellent Customer Service

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.

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Certification

  • Certificate of Completion from Tertiary Courses - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from Tertiary Courses.

Increase Your Business with Excellent Customer Service

Course Code: C529
  • HRDF

6 Review(s) | Add Your Review

What's This Course About

Discover the critical techniques for delivering outstanding customer service, a key element that can significantly increase your business's success. This comprehensive course delves deep into the proven strategies for enhancing service delivery, ensuring customer loyalty, and fostering positive customer relationships.

Dealing with angry and abusive customers can be daunting. Equip yourself with the skills and strategies to deftly handle such situations, ensuring customer satisfaction while maintaining a professional demeanor. Learn to turn challenging interactions into opportunities for growth and improved service, setting your business apart in today's competitive market.

WSQ Funding

Full Fee 1,100.00 Before GST
GST 99.00 9% of fee
Baseline Nett 649.00 SG/PR age 21+ · 50% funded
MCES / SME Nett 429.00 SG age 40+ · 70% funded
Funding and Grant Applications

No funding is available for this course.

For WSQ funding, please checkout the details at WSQ - Improve Your Business with Excellent Customer Service

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

LU1 Customer’s Needs and Feedback 

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

LU2 Improving Customer’s Needs Based on Feedback

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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