Dazzle Customers With Delightful Service (Online Training)

Course Objectives

The invisible factor which differentiates the regular from the extraordinary is the provision of service; it’s the smile, it’s the knowledge in putting the customer at ease, it’s the understanding of whether he is ready to buy our services or not – merely as a visitor to our premises, he is still the customer, it’s being able to provide that extra something which ensures that the same person will want to return to us for future service and it’s everyone’s responsibility in the organization whether they are in the frontline or not. Today, the provision of excellent customer service by any organization is not a social need as defined by Maslow in the 1930s anymore; it is a basic need which must be provided by all and sundry in order to remain competitive.

Participants will learn how to:

  • To care for the individual who visits; a client or a customer or a visitor
  • To provide diligent responses to inquiries
  • To deal with difficult situations
  • To skillfully attend the counter and or otherwise
  • To interact with individuals responsively and responsibly.

Target Audience

All staff


This Live Online / Virtual Training session will be conducted via a Live Streaming Platform in which the trainer will use interactive lecture and slide presentation to cover the modules stated below.

Course Modules

  • Module 1: Customer Service Formula
    – Information is complete
    – Interaction is designed
    – Impact is desirable

  • Module 2: Communication is Key
    – Mehrabian Principle
    – Filters in Communication
    – Barriers of Communication

  • Module 3: Characteristics of People
    – Optimising Strengths
    – Minimising/ Eliminating Weaknesses
    – Flexibility of Personality

  • Module 4: Skills of CS Personnel
    – Attitude of CS Personnel
    – Roles and Responsibilities of CS Personnel
    – Skills of CS Personnel

  • Module 5: Attending Difficult Customers
    – Recognise Difficult Customers
    – Dealing with Difficult Customers
    – Application of LAST

  • Module 6: Recovery from Difficult Interactions
    – Compartmentalisation
    – Proxemics
    – Other Psychological Props

  • Module 7: Application of Efficiency Tool
    – Basic symbols
    – Advantages of 4SPFC
    – Application of 4SPFC

  • Module 8: Useful Terms and Phrases
    – Essential Vocabulary
    – Suitable Applications
    – Taboo Terms and Phrases

Get To Know The Trainer

Trainer Fakitah


Kit is a speaker for the local and international audiences. She has served organisations varying from the SMEs to the multinationals with clients from the tea lady right up to the CEO. Her background ranges from corporate, industrial, academic to research. She has done a stint as the Administrator of United Nations Global Compact Local Network, Malaysia.

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RRP RM1,250/DAY   SAVE RM251

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