Course Title

Customer Service Excellence (Online)

Type of Course


Type of Training

E-Learning Platform : ZOOM , Powerpoint, Gamification, Video

Skill Focus Area

Customer Management : Sales, Customer Service, Emotion Management, Self-Effectiveness

Duration (Days)

16 hours ( 2 Days ) 

Level of Certification

Certificate of Attendance

Course Overview

Retail frontliners in Malaysia are not seen as the most efficient and effective in the region. In order to raise the bar and make Malaysia the choice of shopping marketplace globally, we need to improve the standards of our frontliners, which requires support by their management. The whole organisation has to be instilled with customer-centric mindset, willing to learn from constructive feedback and seeking to consistently improve the service.

This information-packed training session will help you gain knowledge and techniques to deliver excellent service especially in today’s fast paced world. Participants will learn what exceptional service is, how to handle demanding customers, and more.


SPM / STPM / Diploma / Degree

Course Objectives

  • To improve the sales and customer service skills of all SME employees.
  • To achieve customer satisfaction, hence retaining them.
  • To instill an empathy-driven Customer Service Excellence mindset and behavior.
  • To build a strong and accountable team that is committed to delivering consistent and competent service to clients. 
  • To prioritise tasks and be efficient at work. 

Learning Outcomes

The participant will be equipped with fresh approaches to succeed. They will learn how to be more competent and committed in delivering great customer service as well.

Course Content

Module 1:

Building a Customer-focused Culture

  • Service from the Mind & Heart

5 Elements of Customer Service

  • Reliability
  • Assurance
  • Tangibles
  • Empathy
  • Responsiveness


Module 2:


Ensuring Dependability (Consistency)
Trust factor (信)

The (Brand) Service Promise

Fulfilling the Service Promise

  • Organisation Level
  • Customer Service Level
  • Personal Level

Activities: Case Studies

3 types of reliability*

  • Over Time Consistency
  • Across Items/ Categories
  • Inter-Rater (Approved by different customers)

How do we measure reliability?
Validity of Measure

*Case studies


Module 3:

ASSURANCE (Competence)

Instilling Confidence through Competence

Build Competency:

  • People vs. Process
  • Best Practices

Communication Skills:

  • Power of Words – using words of competence
  • Art of Listening
  • Questioning Techniques

Problem Solving Skills:

  • Using Creative and Critical Thinking Skills
  • Define problem/ identify causes
  • Generate Options
  • Decision Making
  • Preventive & Contingency Plans

Activity: Simulation Game


Module 4:


First Impression

  • Personal Image from Head to Toe
  • Company Image
  • Communication Channels

Physical Spaces

  • Sights & Sounds - Appeal to Senses
  • Safety Needs
  • Security Needs


Module 5:


Need for higher EQ @Work

“High Touch” Humanising the Service with EQ
+ Building Rapport

The Golden Rule vs. The Platinum Rule

  • Keys to Understanding What Drives Different People
  • Core Values and 4 Basic Needs
  • Hot Buttons for Each Personality Type - what irritates each type of customers most
  • Ways To Connect & Serve Customers

Assessment & Personalised Reports*


Module 6:


Efficiency Matters!
Causes of Dissatisfaction – What & How

Barriers to Timely Service Deliveries

  • Time/ Deadline
  • Man-power
  • Information
  • Communication

Speed vs. Accuracy

  • Leverage on Systems & Tools


Module 7:

4-Step to Delivering Exceptional “Client Experience”


  • Identify Perception Points (“Touch Points”)
  • Create “Wow” Factors


  • Consistency
  • Policies & Procedures


  • Managing Customer Feedback
  • Handling Complaints


  • Continuous Improvement

Bonus: Customer Service Script!


Module 8:


  • Recovery Procedures
  • Reasons for Complaints
    • Expectations
    • Process & Policies
    • Staff Attitude
  • Review Lessons Learned
  • Preventive Measures

Continuous Improvement

  • Seek Feedback
  • Learn from Mistakes
  • Make Small Improvement

Action Plan

Actual Workable Plan for Immediate Implementation

Learning Activities

Online teaching delivery that uses multimedia aids such as presentation, video, quiz and gamification.

Target Group

This programme is designed for non-exec, team leaders, supervisors, executives and managers