Customer Service Excellence Training | 100% HRDC Claimable
How people feel about a brand is the first thing that determines its image. Customers in Malaysia’s service-based economy expect more than just quick answers. Customers also demand respect, product knowledge, and consistent treatment across all interactions.
This customer service training gives you the attitude and skills to always provide world-class service, whether you’re talking to someone in person, on the phone, or online. People who participate will learn how to talk to others properly, handle complaints with confidence, and give customers memorable experiences that make them loyal and spread the word.
Difference between Team Building and Normal Training in HRD Corp Grant
Customer Service Training Objectives
- Adopt a service-first mentality that fits with the values of the company.
- Learn how to talk to people professionally so you can deal with customers.
- Learn how to solve problems and deal with complaints in a good way.
- Develop your emotional intelligence to stay calm in tough conditions.
- Learn how to restore services and turn unhappy customers into advocates.
Customer Service Learning Outcomes
People who take part in this two-day event will be able to:
- Show people that you care about them and are willing to listen.
- Use positive words to change how people think about you.
- Manage your emotions and stress effectively when you’re in a high-pressure service workspace.
- Use structured structures (LEARN, HEART, LAST) to handle complaints.
- Feedback and metrics can be used to track and improve service efficiency.
- Improve how groups work together so that customers have a smooth experience.
SBL-Khas Scheme (Skim Bantuan Latihan Khas) / HRD Corp Claimable Course A direct claim scheme where HRD Corp pays the training provider directly using the employer’s levy balance. SBL Scheme (Skim Bantuan Latihan) A reimbursement scheme where the employer pays first and claims back later from HRD Corp.
Who Should Attend & Why This Customer Service Training
- Frontline staff and call center agents—to treat customers well and improve the brand’s image.
- Sales and Marketing Teams—to improve how they interact with and handle customers.
- Supervisors and service leaders need to coach teams and make sure that service standards are met.
- Receptionists and administrative staff—to make a better first impression and make sure customers are happy.
- Want to be a Customer Champion? Get ready to be a star in service quality management.
Customers don’t rate a business by its goods, but by the people who work there. Skilled service workers keep customers coming back, cut down on customer turnover, and improve the credibility of a brand.
Customer Service Training 2-Day Training Modules (9:00 AM – 5:00 PM)
Day 1: Customer Service Fundamentals
- Understanding customer expectations in Malaysia’s market
- Building a professional and positive service image
- Effective verbal & non-verbal communication skills
- Handling complaints & difficult customers with empathy
Day 2: Service Excellence & Sustainability
- Emotional intelligence & stress management
- Service recovery strategies (LEARN/HEART/LAST models)
- Team collaboration & internal customer service
- Measuring service success — KPIs & feedback systems
Why Spend Your HRD Corp Levy on This Customer Service Training?
- A direct effect on revenue is that better service leads to return business and word-of-mouth advertising.
- Lessening of Complaints: Trained staff quickly solve problems, which lowers the cost of complaints.
- Brand Reputation: Being empathetic when you talk to people online makes ratings and customer trust better.
- Keeping employees: Teams that are given power feel valued and driven.
- Fully structured for SBL-Khas claims with attendance records, photos, and learning tools that are in line with HRD Corp.
- When levy funds are put here, “service staff” become “customer relationship ambassadors.”