Customer Service Mastery

11 & 12 May 2026, Mon & Tues | 9.00 am – 5.00 pm | Crystal Crown Hotel, PJ

[HRD Corp Claimable Course]

Introduction

Organizations go to great lengths to differentiate themselves from one another, usually at much expense. In reality, it is often their service culture that has one of the biggest impacts on customers and helps a customer decide whether or not to do business with the organization.

Most businesses lose their customers every day because of bad service and others gain them due to better service. Smart executives know that customer service development is an on-going process. To deliver effective customer service, an organization needs to seriously commit to and invest in their employees who manage the customers. But where do we start!  What makes Customer Service Professional? Also one of the aspects of customer service which is often overlooked is how the customer is handled when things go wrong. How you recover with a customer is critical to building customer loyalty and customer retention. Avoid turning dissatisfied customer into an angry one!

Objectives

Upon completion of this programme, participant will be able to:

• Apply Quality principles in Customer Service
• Mentally prepared & focused in handling customers              
• Create good first impressions & build rapport with customers
• Manage Customer Experience
• Understand the needs of customers
• Sound confident and helpful.
• Use effective questioning to understand customer expectations
• Recognize barriers to the delivery of outstanding customer service.
• Learn techniques for dealing with angry or upset customers.

Who Should Attend

Managers, Executives, Customer Service Personnel, Sales & Marketing Personnel, Clerks, Supervisors, Officers and all those who need to handle customers.

Methodology

Practical approach incorporating group discussion, exercises, presentation & role play.

Trainer’s Profile

Sathiesh Sangarajoo

• BEng (HONS) – University of Lincolnshire & Humberside, United Kingdom.
• CERTIFICATION IN TRAINING (TTT/ 7353) – Pembangunan Sumber Manusia Berhad

Sathiesh has extensive 17 years of working experience in Telecommunication and Semiconductor /Manufacturing industries. He assumed positions as Head of Customer Service and Network Technology Division Engineer. Been exposed to training in Managing Customers’ Complaints &  Recovery Process, Sweden and Subscription Handling for Call Center as well as Call Center Service Overview, Spain.

Participation Fee

RM1,944.00 per person for 2 days   – Inclusive of Tea-breaks, Lunch, Course Notes, Certificate of Participation and 8% SST

HRD Corp Claimable Course – refer to the training brochure for claim details.