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Customer service is the main differentiator between commodity suppliers. It is the one thing that the very best organisations continually strive to do better. Like the board game of snakes and ladders it can be hard work climbing the ladder but we tumble down easily when we land on the snake! We will help delegates identify their potential “snakes” and ensure that a service recovery plan is available should the worst happen. World class organisations say “Our most loyal customers might have sometimes had a problem in the past, but we put it right and that’s why they stay with us.”

Organisations worldwide are being asked to offer comparable services within restricted parameters of budgets and re—allocated resources. This is particularly true of the public sector where the terms ‘more for less’, efficiency savings and cuts are now part of the common language.

Delegates will learn about first impressions and building solid customer relationships and then move on to revenue generation techniques. People buy from people and service is delivered to people by people. Even in this high technology age.

Every delegate will leave the course with a challenging but realistic development plan to dramatically improve customer service delivery in their area.


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

  • Realize why giving good service is important.
  • Define what customers are looking for in terms of service provision.
  • Describe the practices of a world-class customer service provider and model their own performance on those practices.
  • Assess the current value of your organization's “customer experience”.
  • Identify your internal and external customers and the service levels expected.
  • Develop interpersonal skills to a higher level.
  • Describe how to deal effectively with all customers.
  • Explain how to turn complaints into opportunities.
  • List the ways in which customer service can be measured effectively.
  • Highlight the value of asking for and giving feedback to customers regarding service.
  • Develop personal methods for handling difficult customers.
  • Implement personal motivation techniques to create excellent first impressions.
  • Apply classroom theories to actual work-based cases
  • Develop business plans for your organisation
  • Identify revenue generation options and allocate resources in accordance with your organisations objectives and limited resources
  • Generate greater flow of revenue in your organization


The benefits of excellent customer service

  • Customer Service Principles, Evolution and Purpose.
  • The benefits of excellent customer service.
  • Customer psychology: what are your customers’ expectations?
  • Serving the internal customer.
  • World-class service - a modeling exercise.
  • Creating ‘magical’ experiences for your customers.

Enhancing your interpersonal skills

  • How to be liked by the customer.
  • Customer personality types.
  • Listeners are said to be the best communicators — how to perfect your
  • listening skills.
  • Questions— if you don’t ask, you won’t find out.
  • How to read body language signals.
  • The do and don’ts of communicating effectively.
  • How well does your organisation/department communicate the customer service message to your colleagues?

How to turn difficult situations into opportunities

  • Why do customers complain?
  • Why should we encourage complaints?
  • The Customer Loyalty Chain.
  • Customer behavioral types and how to deal with them
  • Understanding and managing emotions
  • Creative thinking to go that ‘extra mile’

Conduct organisational reviews and Plan revenue generation and resource allocation

  • Organisational objectives and strategy
  • Business planning
  • Risk management
  • Sources of income
  • Linking revenue generation with service objectives
  • Resource planning and allocation including tools and methodologies
  • Asset management in relation to revenue generation
  • Revenue collection — making sure you get your new revenue streams in procurement options

Getting the right customer service attitude

  • Saying ‘no’ professionally.
  • Avoid taking things personally.
  • Customer service values and guiding principles, vision and mission.
  • Measuring performance.
  • Practical case studies.

Who should attend?

This program is designed for customer service staff, agents, whether on the phone or face to face, who are new to the role or who would like to develop their skills further. This program will also benefit customer service professionals or team leaders who are looking to refresh their own skills or enhance those of their team members.

Kuala Lumpur

# Price ($) From
To Action
1 2,750 05-02-2018 09-02-2018 Enquire
Course Code:3501
2 2,750 02-04-2018 06-04-2018 Enquire
Course Code:3502
3 2,750 04-06-2018 08-06-2018 Enquire
Course Code:3503
4 2,750 06-08-2018 10-08-2018 Enquire
Course Code:3504
5 2,750 01-10-2018 05-10-2018 Enquire
Course Code:3505
6 2,750 03-12-2018 07-12-2018 Enquire
Course Code:3506


# Price ($) From
To Action
1 3,250 23-12-2018 27-12-2018 Enquire
Course Code:3609
2 3,250 25-02-2018 01-03-2018 Enquire
Course Code:3610
3 3,250 29-04-2018 03-05-2018 Enquire
Course Code:3611
4 3,250 24-06-2018 28-06-2018 Enquire
Course Code:3612
5 3,250 26-08-2018 30-08-2018 Enquire
Course Code:3613
6 3,250 28-10-2018 01-11-2018 Enquire
Course Code:3614


# Price ($) From
To Action
1 4,250 24-12-2018 28-12-2018 Enquire
Course Code:4816
2 4,250 26-02-2018 02-03-2018 Enquire
Course Code:4817
3 4,250 30-04-2018 04-05-2018 Enquire
Course Code:4818
4 4,250 25-06-2018 29-06-2018 Enquire
Course Code:4819
5 4,250 27-08-2018 31-08-2018 Enquire
Course Code:4820
6 4,250 29-10-2018 02-11-2018 Enquire
Course Code:4821