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

The workshop is designed for Customer Service Front-liners 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 excellence 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.

Course Outlines

The Importance of Excellent Customer Service

  • Customer service to business success
  • The cost of poor customer service

Know Your Customers

  • Who are your customers?
  • What they want?
  • What they don’t want?
  • How could you satisfy them?

Essentials Skills for Excellent Customer Service

  • 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

Customer Experience Cycle

  • Where it Started?
  • Greeting the customers – The ‘moment of truth’
  • Actions to improve listening skills
  • Asking the right types of question
  • Adjust customer expectations
  • The ‘Wow’ factors

Working with Upset Customers

  • Why customers get upset
  • The ‘Magic Words’ to calm an upset customer
  • The 10 steps framework to calm an upset customer

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.