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Fundamental of Effective Customer Service 2 days


8.30am Registration 9am to 10.30am

Module 1: Understand The Gem of Effective Customer Service

  • Overview of Customer Service (CS), Customer Experience (CX) and Customer Relationship Management (CRM)
  •  Activity: Role Play – You are the Customer Now, define the Meaning of Customer Service Within You
  • Developing Customer Centric Mindset
    • Who is our customer
    • Not Only a Business Tool, Also a Life Tool
  • Activity: Group Discussion – Searching or Designing the Famous Quote about Effective Customer Service
  • Paradigm Shift : The influence of digitalization to Customer Service Work
  • The Process of Creating Pleasant Customer Experience
    • Professional Visual Image
    • Effective Communication and Etiquette
    • Customer Management Strategy

      10.30am to 11.00am Teabreak 11am to 12.30pm

      Module 2: Impress Customer with Your Professional Visual Image

  • Activity: Video Sharing, discussion with audience and trainer Debrief
  • What is Professional Visual Image and Why it Matters
  • Activity: Find Out Your Perceived Image
  • Understanding Face Identity
  • Developing Your Professional Image via Appearances
    • Your Face
    • Overall Hygiene
    • Wear to Up Level Your Sense of Professionalism
    • Colour Phycology
    • Your Online Appearance
  • Activity : Group Activity : Case study – How to create visual image to boost level of confidence,

    approachability, and reliability?

    12.30pm to 1.30pm Lunch 1.30pm to 3pm

Module 3: Communication Essential

  •  Communication Vs Connection
  • Types of Listening
  • Steps for Active Listening
  • Activity: Guessing Games

    3pm to 3.30pm Teabreak

    3.30pm to 4.30pm

    Module 4: Connecting Customer with Effective Verbal Communication

  • Your Choices of Words
  • Your Tones of Voices
  • Activity: Video Sharing
  • The Art of Introducing Others
  • Telephone Etiquette
  • Activity: Partner Activity: Case Study and Demo Day 2

    8.30am Registration 9am to 10.30am

    Module 5: Internet Etiquette

  • Email Etiquette
  • Activity: Group Activity: Case Study and Improvise the Email Content
  • Communication via Social Media

    10.30am to 11.00am Teabreak

    11am to 12.30pm

    Module 6: Building Trust With Customer with Non-Verbal Communication

  • Your Facial Expression Matters – Look at the Mirror
  • Activity: Partner activity : Case study, Act on Situation and Guess the


  • Use of Personal Space
  • Develop Positive Body Languages
  • Avoiding Negative Body Languages
  • The Art of Mirroring to Win Trust
  • Activity: Creating your 5 minutes fun team dramas, which includes demonstration of most of the techniques learned. Vote for funnies drama team to 12.30pm to 1.30pm Lunch 1.30pm to 3pm

Module 7 : Decode Your Customer’s Behaviour and Expectation

  • Understanding Human Behaviour Quickly Through Customer Appearances, Body Language and Voice-
  • Activity: Understanding Your DOPE 4 Personality First
  • Your Customer Handling Strategy Matrix – Your Level of Action for Different


  • Activity: Partner Activity – Case Study and Group Presentation

    3pm to 3.30pm


    3.30pm to 4.30pm

    Module 8: Managing Customer Relationship and Recovery

  • Overview of effective customer relationship management
  • Managing Customer Rejection and Complaints using 3F Strategy
  • Activity: Case Study and Team Sharing
  • Recover Tension Relationship with Customer
  • Build the resilience mindset to handle negative customer relationship

    Bonus Module: Discover Your Best Brand and Unique Customer Service Strategy

  • Who Are You?
  • Design Your Dominant Brand, Your Unique Way to Creating Pleasant

    Emotion Experience with Customer

  • Activity: Fill up Your Personality Survey, Design Your Unique Customer

    Service Strategy

  • Create your 90 Days Action Plan
  • Activity: Fill Up individual 90 days action plan, for the areas of appearances,

    communication and customer strategies.

    Q&A Evaluation

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