^{Training Details:}
_{Date: 16 September 2025 (1 Day)
Mode: Online (Google Meet)
Price: RM 699 (Normal Price), RM 649 (Group 3 & more), RM 599 (Member Price)}

Course Introduction

In today’s competitive market, outstanding customer service is no longer an option—it’s a necessity. Customers remember not just the product or service you provide, but how you made them feel throughout their experience. Customer Service Excellence: Creating Lasting Impressions is designed to equip participants with the mindset, skills, and strategies to deliver exceptional service that goes beyond customer expectations.

This program explores the principles of service excellence, the psychology of customer behaviour, and practical techniques for building trust, resolving issues, and creating memorable interactions. Through interactive activities, real-life scenarios, and proven communication techniques, participants will learn how to turn ordinary transactions into extraordinary experiences—ensuring customer loyalty, positive word-of-mouth, and a lasting competitive edge.

By the end of this training, participants will walk away with renewed confidence, enhanced service skills, and a deep understanding of how every interaction can create a lasting positive impression.

Learning Objectives

By the end of this program, participants will be able to:

1. Understand the core principles and impact of customer service excellence on business success.
2. Recognise the needs, expectations, and emotions that drive customer behaviour.
3. Apply effective communication techniques to build rapport and trust.
4. Handle customer complaints and difficult situations professionally and confidently.
5. Create memorable customer experiences that encourage loyalty and referrals.
6. Develop a personal action plan to consistently deliver outstanding service.

Key Topics

1. The Essence of Customer Service Excellence
   • Why customer service matters in today’s market
   • Service as a brand differentiator
   • The “moments of truth” concept
2. Understanding Your Customer
   • Types of customers and their expectations
   • The role of empathy in service delivery
   • Reading verbal and non-verbal cues
3. Effective Communication Skills
   • Building rapport through active listening
   • Positive language and tone
   • Asking the right questions to uncover needs
4. Handling Complaints & Difficult Situations
   • Turning complaints into opportunities
   • De-escalation techniques
   • Maintaining professionalism under pressure
5. Creating Lasting Impressions
   • Going the extra mile without extra cost
   • Personalising customer interactions
   • The power of follow-up and after-service care
6. Personal Service Action Plan
   • Self-assessment and reflection
   • Setting service excellence goals
   • Commitment to continuous improvement