Customer Service Excellence Workshop
17apr(apr 17)9:00 am18(apr 18)5:00 pm
Event Details
COURSE OVERVIEW
In today’s fast-paced business world, customer expectations are higher than ever, making exceptional service a critical driver of success. Companies that go above and beyond to exceed customer expectations not only build loyalty but also gain a competitive edge. In fact, many customers now prioritize a positive service experience over low prices, turning customer service excellence into a powerful and profitable strategy.
However, while many businesses claim to prioritize their customers, few truly understand what it takes to deliver on that promise. Poor customer service—whether due to rude staff, long wait times, or inadequate training—can tarnish a company’s reputation and drive customers away. The golden rule remains: “The customer is always right,” even when they’re not. Mastering the dos and don’ts of customer care is essential, as it can make or break a business. Moreover, exceptional service can no longer be confined to a single department—it must be embedded into the DNA of the entire organization.
This two-day, highly interactive workshop equips participants with the skills, tools, and techniques needed to elevate their customer service performance. Through engaging activities, real-world scenarios, and practical strategies, participants will learn to identify and meet customer expectations effectively, develop a positive service attitude, and project a professional image. They will gain confidence in handling difficult customers, managing complaints, and setting high service standards aligned with organizational goals.
This workshop also focuses on building customer-centric teams, fostering collaboration and trust, and motivating employees to deliver exceptional service. Participants will explore how to turn challenges into opportunities and implement actionable strategies to create a culture of service excellence.
By the end of the workshop, they will be equipped to assess their current performance, enhance their competencies, and drive long-term success through memorable customer experiences.
LEARNING OUTCOMES
Upon completion of this 2 days’ workshop, participants will be able to: –
√ Understand the impact of exceptional customer service on business success and customer loyalty.
√ Identify and meet customer expectations by applying the 5 key elements: Reliability, Responsiveness, Reassurance, Empathy, and Tangibles.
√ Demonstrate the SMILE approach and adopt a friendly, “Ready to Help” attitude in customer interactions.
√ Communicate professionally, manage complaints with empathy, and handle difficult customers confidently.
√ Apply techniques to create positive and lasting first impressions.
√ Develop and prioritize customer service standards aligned with organisational goals.
√ Foster collaboration and leadership within customer-focused teams and transition to customer-centric paradigms.
√ Inspire employees to become problem solvers and create a supportive environment for resolving customer issues.
√ Transform customer problems into opportunities for improved service and stronger relationships.
√ Design and utilize customer feedback systems to enhance service delivery.
√ Balance workload effectively while maintaining a strong focus on customer care.
√ Develop actionable plans to implement customer service excellence strategies in their roles and organisations.
WHO SHOULD ATTEND?
This program is designed for all Frontliners, Customer Service Representatives, Sales and Marketing personnel, and support staff who support customers by providing helpful information, answering questions, and responding to complaints. Their main job is handling customers.
COURSE BENEFITS
This Customer Service Excellence workshop improves employees’ communication, problem-solving, listening, organising, and team-building skills. When well-trained in all these areas, employees treat consumers differently, hence improving customer satisfaction ratings. Increased customer satisfaction also results in higher rates of customer loyalty and retention. The customer service staff make the customers feel respected, valued, and appreciated, eventually benefiting the company.
TRAINING METHODOLOGY
This workshop employs a dynamic, learner-centered approach that blends theory with hands-on practice. Using a mix of interactive lectures, real-world case studies, and collaborative group activities, participants will engage in role-playing scenarios, problem-solving simulations, and peer discussions to reinforce key concepts.
TRAINING DURATION
Full 2 days training (9:00 am – 5:00 pm)
HRD CORP REGISTERED PROGRAM ID NOS
1000158746
PUBLIC PROGRAM COURSE FEE
Single Registration – RM 1,480.00 nett per participant
Group Registration – RM 1,100.00 nett per participant
(For 4 participants or more from the same organization)
(The fee covers training materials, lunch, coffee/tea, snacks, supplementary notes, a detailed training report with assessment and a Certificate of Completion)
IN-HOUSE TRAINING ENQUIRY
For more information regarding our In-House/ Public Program courses, please email us your inquiry at sales@progresslink.com.my
or to speak to our Sales Consultant at + 604- 297 6881 or 011-1289 6881.
For public program schedules, please visit our website: www.progresslink.com.my
Register with us today! Training fees are eligible for claims under the HRD Corp Claimable Courses scheme.
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Please CLICK HERE to download this course details & registration form in PDF format
or
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