Customer Service Excellence

Overview
The Customer Service Excellence Training by Devnet Trainings Malaysia equips frontliners and support staff with professional service and communication skills to create exceptional customer experiences. Participants learn how to manage customer expectations, handle complaints, and deliver service that strengthens loyalty and brand reputation. Through simulations, role-plays, and Malaysian market case studies, the program transforms ordinary service behaviour into consistent excellence. As a HRD Corp Claimable Training Program under HRD Corp Training Malaysia, this course is ideal for businesses focused on enhancing service quality and customer satisfaction.

Target Participants
Customer service executives, sales staff, receptionists, call centre agents, and anyone dealing directly with clients or customers.

Duration / Mode
2 Days | Delivered via Face-to-Face Training, Virtual Live Session, or Hybrid Mode to accommodate all industries.

Learning Outcomes
After completing this course, participants will be able to:

1. Understand customer needs, expectations, and service psychology.

2. Apply the 5 Pillars of Customer Service Excellence in daily operations.

3. Communicate clearly and empathetically in customer interactions.

4. Handle difficult customers and complaints professionally.

5. Build long-term relationships that strengthen brand image.

Course Outline
Module 1: The Importance of Customer Experience in Business Success
Module 2: Understanding Customer Needs and Service Standards
Module 3: Verbal and Non-Verbal Communication for Service Professionals
Module 4: Techniques for Handling Complaints and Difficult Situations
Module 5: The 5 Pillars of Customer Service Excellence
Module 6: Building Customer Loyalty and Brand Advocacy
Module 7: Simulation, Role-Plays & Final Evaluation

HRD Corp Eligibility
This course is fully claimable under the HRD Corp SBL-Khas Scheme. Devnet Trainings provides end-to-end claim documentation and reporting assistance.

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