Excellent Customer Service for Retailers and Front-Liners




This practical one day course has a simple objective: to raise customer service and support standards by instructing, equipping and inspiring participants to delight customers at every opportunity.

Through customer service training participants will acquire essential tools, skills and methods; discuss specific organizational issues; and identify areas for improvement.


Upon completion of this programme, the participants will be able to:

  • Establish the standards and systems that can make every customer feel special – face-to-face, by email or on the telephone
  • Make a composed and confident first impression on each and every contact
  • Use personal skills for listening effectively and to enhance understanding
  • Identify different customer needs and situations
  • Deal with complex or multi-stage technical problems more effectively
  • Understand customer expectations and deliver more than you promise
  • Maintain a positive attitude throughout the day and make every contact appear your most important
  • Satisfy complainers, calm upset customers and regain confidence and goodwill
  • Turn problems into opportunities
  • Identify the direct impact of individual image towards the organization.
  • Analyze the needs for improvement of image and professionalism.
  • Provides guidelines for personal and professional appearance.
  • Improves individual communication internally and externally for the organization.
  • Enhance confidence and influence as a personal and professional development translates into a positive change in attitudes, appearance and actions.

Who Should Attend

Managers, executives, trainers, sales professionals, secretaries, administrators, front liners, support staffs, customer service, business development, teachers, lectures, students or related professional/individual.


Interactive presentation, group activity, individual task, training, practical and demonstration.





Module 1

All about customers


  • The different between service & service from your HEART?
  • How do practise service from the HEART?
  • Listening to customers
  • Assertiveness
  • Effective customer communicator
  • Strategies for building trust

*Activities/discussion/role play

Module 2

Type of complaints & benefit of complaints

  • How to solve complaints
  • Listening to customers
  • Assertiveness
  • Effective customer communicator
  • Strategies for building trust

*Activities/discussion/role play

Module 3

Customer needs & loyalty

  • How will you win customers
  • Role goal clarification & to be an ideal sales person
  • The scramble ball game
  • Why is this change required now?
  • How to attract and retain happy-loyal customer?
  • What is important-customer or rules?
  • The top 8 reasons why sales fail

*Activities/discussion/role play

Module 4

 Personal Empowerment

  • How do you want yourself to be seen?
  • Creating first Impression
  • How to maintain your professional appearance – Time, Occasion & Place
  • 10 common mistakes that makes your career at risk
  • Makeup & Basic Skin care

*Activities/discussion/role play


Fee: RM 850 per pax

Loyalty Points: 850 Points

Duration: 1 Day

Note: In-house course is available. Request it HERE