Delivering quality customer service requires knowledge, forethought and a great deal of concentrated effort doing “the right things”. This course aims to show the participants what these “right things” are, and help them to attain it through a straight forward, step-by-step process.


2 Days

Who Should Attend

Customer service executives, supervisors, support staff, sales personnel and front-liner who are in constant contact with customers.


By the end of the session, you would be able to:

  • Understand the importance of excellent customer service to improving your business
  • Gain insights into the needs and expectation of customers
  • Define the customer service process and foster a service culture in a company
  • Identify your product service knowledge and learn the necessary level of product service knowledge that is require for excellent customer service
  • Recognize and improve the core skills for excellent customer service skills – communication and organizing skills
  • Understand the importance of your first encounter with the customer and impress them by immediately building good rapport with them
  • Develop effective listening skills and questioning techniques to obtain useful information from the customer
  • Respond appropriately to various customers
  • Adjust customer expectation when necessary, and work towards solutions
  • Identify the common causes of customer’s upsets and avoid behaviors that irritates them
  • Use proven framework to calm upset customer
  • Build your confidence in meeting with future customer service challenges
  • Extend your professional skills and add your career value

Course Outlines

The Importance of Excellence Customer Service

  • Appreciate the importance of customer service to business success, and understand the cost of poor customer service

Know Your Customers

  • Who are your customers, what they want, what they don’t want, and how could you satisfy them

Essentials Skills for Excellent Customer Skills

  • Product service knowledge – appreciate the needs of you to understand your own product or service
  • Communication skill – understand the importance of clear communication when serving the customers
  • Organizing skill – learn how to organize your task and time to deliver timely service to the customer

Greeting the Customers

  • Understand the impact of the ‘moment of truth’, and apply techniques to immediately build rapport with your customer

Listening to the Customers and Ask the Appropriate Questions

  • Learn the 4 actions that could improve your listening skills and diagnose your customer situation by asking the right types of question

Responding to the Customers

  • Apply systematical framework to respond to different type of customers, the appropriate word to use, and adjust the customers expectations when it’s needed.

Resolving the Customer Issues

  • Learn how to ‘WOW’ the customers by resolving their issues and the value of going to the extra mile

Working with the Upset Customers

  • Understand why customers get upset and apply the 10 steps framework to calm an upset customer

Putting into Practice

  • Develop your skills and apply what you have learned in the real world.

Inhouse Training Framework - ADDIE Model

In GIN, we will work with you to modify courses or develop one to meet the specific requirements of your business. To assure your investment on training is not wasted and to maximize the value of the in-house program, we apply the ADDIE model – a dynamic, flexible guideline for building effective training and performance support tools. You may learn more about ADDIE model here.

Contact Us for Quotation

Contact us now for training at the Venue and Date of your choice throughout Malaysia and Internationally. Do let us know what is your expectation, number of participants, participants' profile and your preferred date and venue.