Essential Call Centre Proficiency



A happy internal customer may tell three people about their experience with you but an unhappy one could share their problems with up to ten. That’s the kind of word-of-mouth that you have to get right. Dealing with complaints effectively can build a good relationship with your customers, save money by avoiding their escalation.

If it’s your job to respond to complaints, you can be your organization’s most valuable ambassador. You need to stay motivated and to be confident that you are dealing with customers as effectively and positively as possible. Training in best practice and seeing what works will build that confidence: you can be sure you are using tried and tested techniques. Whether you are a new recruit or an experienced call centre agent, the aim is to improve your performance to handle difficult customers and increase sales.


Upon completion of this program, participants will be able to:

  • Listen effectively so you understand what you need to do
  • Understand the basics of a call
  • Choose the best response to a complaint
  • Structure your responses effectively
  • Speak in a clear, concise style
  • Check your responses and give them that final polish before you communicate them

Who Should Attend

This program is suitable for Technicians, Executives, Supervisors, Operators, Team Leaders and Line Leaders.


This is a 2-day program, interactive workshop. Participants practice effective problem-solving, complaint handling, learning the techniques through group discussions, exercises and working on sample complaints.


    • The Communication Model
    • Types Of Customers
    • Understanding The Purpose Of The Call
    • Analyzing Why Telephone Agents Fail To Satisfy Customers
    • Emotional Intelligence In Telephone Handling
    • Greetings Methods
    • Steps To Effective Call Process
    • Transferring A Call
    • Taking Messages And Follow Up
    • The Reason Behind A Complaint
    • Using Complaints As An Opportunity To Build A Long-Lasting Relationships
    • Techniques Of Handling Complaints
    • Listening Techniques – Know What Can Prevent You From Hearing The Whole Story
    • Listening Modes And Their Impact
    • Putting The Customer At Ease – Some Things You Should Never Say Or Do!
    • Handling Unhappy Customers – Practical Things You Can Say And Do
    • Putting Things Back On A Positive Track
    • Recovery Process After A Complaint
    • Techniques For Handling Objections
    • Tone Of Voice – Its Impact On Customer
    • Using The Suitable Vocabulary
    • Techniques To Set A Clear Objective – Effective Questioning Methods
    • Understanding Who You’re Speaking To And What They Need From You
    • Responding To Complaints When You’re At Fault, When You Wish To Make A Concession And When You Need To Stand Firm
    • Being Tactful And Diplomatic And Some Useful Phrases
    • How To Ask For Things Without Starting A Long Sequence Of Replies To Replies
    • How To Say “No” Without Saying “No”– Being Up-Front While Offering Alternatives

Fee: RM 1300 per pax

Loyalty Points: 1300 Points

Duration: 2 Days

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


Michael Xavier A/L Francis Xavier
Biodata: A full time freelance professional development consultant, Michael Xavier Francis Xavier currently trains people from all walks of life. His 12 years background in the service industry has given him valuable experience in dealing with people from different backgrounds and cultures. He has served in several well-established service organizations and has held various managerial positions. He was the District 51 International Toastmaster Champion in Public Speaking in the year 2000, and represented Malaysia, Singapore, Indonesia, Thailand and Hong Kong in the International Inter-District Public Speaking Competition held in Miami, United States of America in 2008. He was also the District 51 Evaluation Speech Contest Champion in the same year. He is no novice to Toastmaster International, having won several awards from them.