• 2 Days of training
  • E-Certificate of Completion
  • E-Training manual
  • HRDF Approved & Claimable

Course Objectives

  • Apply Quality principles in Customer Service
  • Mentally prepared & focused in handling customers
  • Create good first impressions & build rapport with customers
  • Manage Customer Experience
  • Understand the needs of customers
  • Sound confident and helpful
  • Use effective questioning to understand customer expectations
  • Recognize barriers to the delivery of outstanding customer service
  • Learn techniques for dealing with angry or upset customers

Target Audience

This program is a must buy-in for Managers, Executives, Customer Service Personnel, Sales & Marketing Personnel, Clerks, Supervisors, Officers and all those who need to handle customers.


An interactive and practical approach incorporating group discussion/exercises, presentations and roleplay

Course Modules

  • Module 1 – Quality Leading The Way
  • Module 2 – Understanding Expectations
  • Module 3 – Managing Yourself– Developing Service Mindset
  • Module 4 – Managing Customer Experiences
  • Module 5 – Recovering When Things Go Wrong
  • Module 6 – Improvement Strategy

Contact us for more information


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