Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
Important HRD Corp Update: Effective 15 June 2026 onwards all grant approvals MUST be obtained at least 14 calendar days before the training commencement date.
Date:Â 4 Jun ’26
Time: 9am – 5pm
Class Type: Online (Zoom)
Trainer: Shailen
Normal Fee: RM630/pax
Bundle Fee: RM500/pax
(3 pax and above)
This interactive one-day online session builds participants’ practical service skills and emotional intelligence to strengthen customer loyalty and outlet performance. Through short polls, breakout discussions, and scenario-based sharing, participants will explore how personal behaviour and communication shape customer perceptions. They will learn to manage emotions effectively, use active listening and positive communication techniques, and apply structured recovery steps to handle customer dissatisfaction with confidence and professionalism. The session also introduces a structured approach to analysing customer feedback and reviews, helping participants identify improvement opportunities and sustain measurable Service Excellence across all touchpoints.
Module 1: Understanding Service Excellence
Module 2: Levels of Service
Module 3: Emotional Intelligence in Service
Module 4: Effective Service Communication
Module 5: Handling Challenging Situations
Module 6: Enhancing the Customer Journey
Designed for Frontliners and Leaders committed to delivering exceptional experiences and leading with empathy, confidence, and professionalism.