Delivering Customer Service Excellence Part 3: Understanding Your Customers (Online Training)


Course Objectives

“A customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption in our work – he is the purpose of it.
We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him.”
– Mahatma Gandhi

Every organization is in business for its customer and continues to stay in business because of its customers. Customers today have a variety of choices when it comes to products and services and where to go. In a buyer’s market, customers call the shots. To make you and your organization the preferred choice is to give your customers excellent customer service. Hence Customer Service is the number 1 priority for any business.

The people who are constantly portraying the organization’s image and professionalism are the front liners, who commit their entire day to serving and satisfying various type of customers. They are the first and most often the most critical contact point in creating satisfaction and loyalty. It is imperative that they be equipped with the necessary skills to meet, exceed and even ‘WOW’ our customers.

There are 4 parts to Delivering Customer Service Excellence.

Upon completion on the 4 parts participants will learn to:

  • Accept responsibility to provide customer service in a courteous manner all the time
  • Provide customer service in a professional and positive manner
  • Identify personal habits and behaviours that impede projection of a professional image
  • Interpret visual language of others to determine how best to communicate with them effectively
  • Implement strategies for dealing politely and successfully with discourteous, demanding, or dissatisfied customers/clients

Target Audience

This training is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.


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.

The Modules

  • Module 1: Customers, Your Greatest Asset
    – Who are your customers?
    – Managing Customers Expectation
    – Creating Customer Loyalty

  • Module 2: Dealing with different types of Customers
    – Types of Customers
    – Common scenario
    – Hints & Tips

Get To Know The Trainer

Trainer Renu


Renu possesses a Bachelor of Science in Food Science and Technology from University Putra Malaysia.  She has about 10 years of working experience in hospitality and financial industry abroad and local.   She was awarded with a Service Excellence Award – Silver from the Singapore Hotel Association.

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