PROFESSIONAL CUSTOMER SERVICE EXCELLENCE

FOREWORD

Customer service is the heart and soul of any successful business. It's not just about solving problems—it's about creating meaningful connections, earning trust, and leaving lasting impressions. Exceptional customer service transforms transactions into relationships and challenges into opportunities. It thrives on empathy, adaptability, and an unwavering commitment to exceed expectations. At its core, great customer service is a promise—a promise to listen, to care, and to make every interaction memorable. It's not just a department; it's a philosophy that fuels growth, loyalty, and success.

Welcome to our customer service course! We take pleasure in being a top customer service training provider, committed to providing individuals and businesses with the necessary skills and knowledge to provide great customer care. Our customer service training course is designed to provide learners with the tools they need to flourish in their roles, improve customer satisfaction, and develop long-term connections. Our extensive customer service training course caters to employees at all levels of experience, whether you're a frontline representative or a team leader. Participants in our customer care training courses receive a thorough understanding of effective communication tactics, active listening, and problem-solving solutions. Being a customer service training provider, we establish a dynamic learning atmosphere for participants to use their learned abilities in a practical context through interactive seminars and real-life case studies. When dealing with a variety of customer needs, our customer service course in Malaysia emphasizes the necessity of empathy and professionalism. With a focus on practical application, our customer care training courses prepare learners to comfortably manage client encounters. Our customer service course covers a wide range of communication channels, from phone etiquette to email interaction, to ensure participants are prepared to provide outstanding service across all touchpoints. Enroll your employees in our customer service course now to improve their attitude & abilities, increase client happiness, and propel your company forward.

OBJECTIVES OF THIS PROGRAM

At the end of the course, participants will be able to:

• Understand and appreciate the importance of customer service excellence
• Prepare and better serve the customers
• Understand the concept of customer service improvement process
• Initiate change to improve company's performance

Front liners and all those who deals with clients and customers. It is a program

practically designed for everyone who directly or indirectly serve the customers

Interactive Lecture, Motivation, Brainstorming, Videos, Case Study, Service

Audit, Group interaction, Light Activities, Assignments

MODULE 1

1.   An Insight into the World of Customer Service Excellence

2.   Know your Customers & your Competitors

3.   How Customers are Lost!

4.   The Pillars of Customer Service Excellence

5.   Reviewing your Attitude towards Customers

6.   Providing Better Customer Service Experience

TEA BREAK

MODULE 2

1.   Reviewing the 12 Steps to Customer Service Excellence

2.   Create a Realistic Customer Service Vision & Work on the Mission

3.   Implementing Strategic Intent towards your Service Mission

4.   Reviewing the Psychosocial Work Environment

5.   Review & Rectify to Upgrade Work Processes

6.   The S.E.R.V.E Concept

MODULE 3

1.   Profit from Complaints

2    Improving Internal Customer Service

4.   What Progressive Organizations are Doing about Customer Retention

5.   Initiating the Paradigm Shift in Customer Service Excellence (Motivation &

          Attitudinal Re-engineering)

LUNCH

MODULE 4

1.   Coming to Terms with Your Bad Attitude towards Customer Service  

Excellence (Face the Moment of Truth)

2.   The Laws of Customer Service Excellence

3.   The Customer Bill of Rights

4.   Know the Principles of 'Servant Leadership'

TEA BREAK

MODULE 5

1.   Customer Service through Self-Empowerment

2.   Understanding Service Ethics

3.   Fifteen Customer Service Skills that every Employee Needs

END OF DAY-1

MODULE 6

1.   Psychologically tuning your Mind to Serve Customers like you would your

 Children

2.   Preventive Measures to Eradicate Customer Complaints

3.   Telephonic Excellence in Action

TEA BREAK

MODULE 7

1.   Ways to Treat the Customer like a Guest

2.   Understanding the 14 Types of Customer & Learn How to Win Them

3.   Handling Complaints & Angry Customers & How to be Patient with Difficult

 Customers

LUNCH

MODULE 8

1.    Interpersonal Customer Service Skills & Common-Sense Greeting

           Techniques

2.    Effective Communication Skills & Mastering Customer Service Linguistic

  Skills

3.   Guidelines on Winning Corporate Ethics and Unity Towards Customer

      Service Excellence

TEA BREAK

MODULE 9

1.   Six Keys to Improving Your Team’s Customer Service Skills

2.   Team Working Activities to Expound on Service Excellence

3.    Develop, Design and Implement the Service Program

END OF SEMINAR

 ABOUT THE TRAINER

Edison Pang: Experienced Trainer, Coach, and Motivational Speaker

Edison is a dynamic and seasoned motivational coach, trainer, and speaker with over 30 years of professional experience in training and development across diverse industries, including banking, insurance, takaful, manufacturing, retail, SMEs, and more. Specializing in soft skills development and sales management, he has trained over 100,000 participants in Malaysia and internationally, with assignments in Singapore, Indonesia, Cambodia, and Thailand. Holding a Master’s degree in Business Administration with a focus on Islamic Banking and Takaful from Asia e University, Edison is a dual-qualified Financial Planner and Shariah Financial Planner. He is also certified in globally recognized programs such as The Seven Habits of Highly Effective People, HRD Corp’s Accredited Trainer (TTT), Neuro-Linguistic Programming (NLP), Influencer, Awareness Before Change (ABC), and numerous leadership, sales, and team-building workshops. Edison’s passion lies in fostering individual and organizational excellence through a combination of coaching, facilitation, and tailored educational programs. His engaging training style integrates case studies, role-plays, storytelling, and interactive activities designed to break mental barriers and inspire growth. His expertise spans a wide range of topics, including leadership, negotiation, customer service, time management, team synergy, and financial planning. With a commitment to shaping attitudes and unlocking potential, Edison’s mission is to elevate personal and professional performance, helping others achieve their goals through insight, skill development, and motivation. He speaks and writes in English, Mandarin, and Bahasa Malaysia.

 DRC Management & Training PLT

Website: www.asia-seminar.com

Email: drleonchua@gmail.com / william@asia-seminar.com

Enquiry WhatsApp: 6013-7296728 / 6016-2095570