Customer Service Essentials for Modern Businesses
This course equips participants with essential skills and a customer-centric mindset to deliver world-class service, transforming customer interactions into opportunities for growth and loyalty. By mastering both soft and hard skills, attendees will learn to handle diverse customers and create memorable experiences.
Programme Overview
In today's global marketplace, customer service is no longer a local function—it's a strategic differentiator. Businesses face the challenge of serving diverse customers while maintaining exceptional standards. So, are you meeting expectations or exceeding them? This course equips you with the essential skills and mindset to deliver world-class service. Through interactive sessions, role plays, and practical tools, you'll learn how to handle difficult customers, embrace cultural diversity, and create memorable experiences that foster loyalty. By mastering both soft and hard skills, you'll transform customer interactions into opportunities for growth and success. Join us to redefine service excellence and become the frontline ambassador your organisation needs.
Learning Outcomes
Gain actionable techniques to improve customer relationships.
Build confidence in handling customer commitments and delivering on promises.
Drive business growth through enhanced communication and strategic partnerships.
Create an immediate impact on team performance and customer satisfaction.
Who Should Attend?
Employees at all levels who work directly with customers.
Team members aiming to develop customer-facing communication skills.
Professionals seeking to foster long-term customer partnerships.
Staff responsible for aligning company goals with customer relationships.
Duration
2 days (14 hours)
Course Outline
Day 1 (9:00 AM to 5:00 PM)
Module 1: Understand the roles & expectations in Customer Service (CL01)
- Subject Matter Expert (SME) including the processes
- Personality
- Communication
- EQ
Group Discussion - Who are the Customers?
- Brainstorm - Where we failed?
- Group Activities - “Live call to Customer & review”
Module 2: Personal Value (CL02)
- Professional Attitudes
- Interaction - Good Listener
- Empathy
- Timely Manner
Group Discussion - Process Improvement Suggestion
- Group Activities - Communication Skills
- “Wait or Make it Happen” Syndrome
- Team Problem Solving Tool - 4W1H
Module 3: Intrinsic Value (CL03)
- Problem identification
- Take Ownership - Follow-up
- Proactive - Update and Feedback
- Deliver your Promise
Group Discussion - To encourage teammates taking ownership
- Group Activities - Video from Nokia Leader why they failed
- Personality Exercise - DISC
- Team Problem Solving Tool - PDCA
Day 2 (9:00 AM to 5:00 PM)
Module 4: Extrinsic Factor
- Company Culture
- Opportunity to Learn (for Growth)
- Handling of Difficult Customers
- Handling of Complaints
Group Activities - A difficult Customer!
- Role Play - Cultural Diversity
- Group Discussion - Where can further improve?
Module 5: Exceed the Customer Expectation
- Problem Solving Skills
- Performance & Rewards
- Decision Making with calculated Risks
- Customer Service is everyone's responsibility
Group Activities - Q & A about your company or product/service?
- Let's go for a journey
Module 6: Role Play (CL06)
- Case Studies
- Simulation of Event/ Task
- Role Play
- Individual Self-Reflection
Group Discussion - “Do not over Commit but Over Performed”
Your Trainer
Dr. Khor Wei Min
- PhD in Management & Supply Chain
- 35+ years manufacturing experience
- End-to-End Supply Chain Management expert
- HRD Corporation Certified Trainer
- Former Dean, School of Business
- Green Belt & Lean Management practitioner
- Member of Chartered Institute of Logistics and Transport
Dr. Khor Wei Min is a highly accomplished professional with a PhD in Management and Supply Chain and 35+ years of extensive manufacturing experience. He is an HRD Corporation Certified Trainer and a recognized expert in End-to-End Supply Chain Management.
His career spans diverse sectors including computer, semiconductor, medical devices, aerospace, and logistics, holding senior management roles in leading multinational corporations. He brings practical insights from his leadership in areas like procurement, production planning, inventory, and quality management.
As a former Dean and current subject matter expert, Dr. Khor’s training approach seamlessly integrates deep functional expertise with vital strategic management and soft skills. He empowers professionals through practical application, fostering leadership, organizational behavior, and continuous improvement.
Dr. Khor is a certified Green Belt & Lean Management practitioner (Shingijutsu Kaizen) and a Member of the Chartered Institute of Logistics and Transport. His sessions are designed to deliver actionable knowledge for comprehensive professional growth.
Pricing
Sign up by 18 April 2026
Sign up by 18 April 2026
Course fee includes 8% SST, refreshments, lunch, handouts & certificate.
Download Brochure19 May 2026