{"id":1311,"date":"2025-10-12T05:11:44","date_gmt":"2025-10-12T05:11:44","guid":{"rendered":"https:\/\/ipraxis.asia\/?post_type=mto-course&p=1311"},"modified":"2025-10-12T05:14:13","modified_gmt":"2025-10-12T05:14:13","slug":"building-customer-service-excellence-3","status":"publish","type":"mto-course","link":"https:\/\/ipraxis.asia\/?mto-course=building-customer-service-excellence-3","title":{"rendered":"Building Customer Service Excellence"},"content":{"rendered":"

Download Brochure<\/a><\/p>\n

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Date: 10 & 11 November 2025<\/strong><\/p>\n

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Time: 9am – 5:30pm<\/strong><\/p>\n

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Venue: The AC Marriott Hotel, Kuala Lumpur<\/strong><\/p>\n

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“<\/i><\/b><\/span>Essentials Skills That Drive Customer Loyalty<\/i>.<\/i>“<\/i><\/b><\/span><\/h3>\n

This programme equips your team with proven strategies to build\u00a0 a <\/strong>customer-centric culture through:<\/strong><\/p>\n

    \n
  • Communication Excellence \u2013<\/b> Discover techniques that foster trust and loyalty with customers<\/li>\n
  • Conflict Resolution \u2013<\/b> Turn challenging interactions into lasting retention\u00a0advantages<\/li>\n
  • Service Recovery \u2013<\/b> Learn systematic approaches to transform service\u00a0breakdowns into opportunities<\/li>\n
  • Cross-Functional Collaboration \u2013 <\/b>Create integrated service processes\u00a0that ensure consistent, high-quality customer interactions<\/li>\n
  • Customer Experience Personalisation \u2013 <\/b>Develop strategies to tailor\u00a0service approaches to different customer segments, communication\u00a0preferences, and cultural backgrounds<\/li>\n<\/ul>\n

    Quantifiable business results through enhanced operational efficiency, reduced customer churn, streamlined complaint resolution, and\u00a0 improved\u00a0 team performance throughout the entire customer journey.<\/p>\n

    Key Learning Outcome:<\/strong><\/span><\/h4>\n
      \n
    • Harness <\/strong>the 7C’s communication framework and Mehrabian principles to build immediate trust across all customer interactions.<\/li>\n
    • Transform<\/b> complaints into loyalty opportunities through strategic\u00a0service recovery protocols and conflict resolution techniques.<\/li>\n
    • Implement<\/b> customer journey mapping to identify critical moments\u00a0of truth and enhance experience at each engagement stage.<\/li>\n
    • Deliver<\/b> seamless multi-channel service experiences using\u00a0platform-specific etiquette across digital and traditional channels.<\/li>\n
    • Establish<\/b> cross-functional collaboration frameworks including\u00a0buddy systems that eliminate service silos.<\/li>\n
    • Apply<\/b> VAK (Visual, Auditory and Kinaesthetic) assessment\u00a0techniques to identify and adapt to different customer communication\u00a0preferences.<\/li>\n
    • Develop<\/b> culturally-aware service strategies for diverse customer\u00a0segments that drive measurable loyalty metrics.<\/li>\n
    • Create<\/b> a distinctive service leadership brand through personal\u00a0service pledges that elevate team performance.<\/li>\n
    • Execute<\/b> revenue-focused service initiatives with measurable KPIs\u00a0that reduce customer churn and drive business growth.<\/li>\n
    • Deploy<\/b> emotional intelligence and NLP techniques to convert challenging interactions into relationship-building opportunities.<\/li>\n<\/ul>\n

      Course Fee:<\/strong><\/span><\/h4>\n

      Exclusive 2 + 1 Offer !<\/span><\/strong><\/h4>\n

      Register 3 participants for the price of 2 only !<\/strong><\/em><\/span><\/h4>\n

      We encourage team\u00a0participation to enhance learning\u00a0and implementation of the\u00a0concepts covered. Take advantage\u00a0of our group attendance\u00a0package: organisations can\u00a0register 3 participants for\u00a0the price of 2 only !<\/p>\n

      RM2100.00 nett \/ participant.\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/b><\/em><\/h6>\n

      Please Note: <\/b><\/p>\n

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      1. Investment includes programme attendance, course notes, luncheons, refreshments, certificate of achievement and all applicable taxes.<\/li>\n
      2. Full payment must be received before the start of the course.<\/li>\n
      3. For Group Attendance of 5 or more delegates, please call us for corporate rebates.<\/li>\n<\/ol>\n

        Good for:<\/strong><\/span><\/h4>\n
          \n
        • Department Heads & Senior\u00a0Managers responsible for customer experience strategy<\/li>\n
        • Customer Service & Operations\u00a0Managers overseeing service\u00a0delivery teams<\/li>\n
        • Sales & Business Development\u00a0Leaders working to strengthen\u00a0customer relationships<\/li>\n
        • Team Leaders & Supervisors\u00a0directly managing customer-facing\u00a0personnel<\/li>\n
        • Frontliners seeking to enhance\u00a0their customer service capabilities\u00a0and career advancement<\/li>\n<\/ul>\n

          Introduction:<\/strong><\/span><\/h4>\n

          From Satisfied Customers to Passionate Advocates <\/i><\/b><\/p>\n

          According to PwC, 32% of customers will abandon a brand they love after a single poor experience. Every customer\u00a0interaction is a chance to build loyalty\u2014or lose it forever.<\/p>\n

          This intensive two-day programme transforms how your team delivers customer experience (CX) through\u00a0immersive role-plays and real-world scenarios. No theory\u2014just practical techniques that turn service challenges\u00a0into loyalty-building opportunities.<\/p>\n

          When your team elevates their CX skills, customers don’t just stay\u2014they become your most powerful marketing asset,\u00a0driving referrals and sustainable revenue growth.<\/p>\n

          Quality in a service or product is not what you put into it. It is what the customer gets out of it. – Peter Drucker<\/i><\/b><\/p>\n

          Course Director<\/strong><\/span><\/h4>\n
          \"\"
          Punitha Malar (Aishu) MSc, BBA, MMIM, CPC.<\/figcaption><\/figure>\n

          Punitha Malar (Aishu) brings over 25 years of experience across Southeast Asia to her role\u00a0as Course Director for Building Customer Service Excellence. With a BBA in Computer\u00a0Information Systems and MSc in Engineering Management from Western Michigan University\u00a0(USA), she combines technical knowledge with practical business acumen developed\u00a0during her decade in the United States.<\/p>\n

          Her career began in IT consulting before transitioning to education management and business development upon returning to Malaysia. As former Chief Technical Officer at a leading private institution, she gained valuable\u00a0insights into organisational dynamics while spearheading institutional growth.<\/p>\n

          Aishu has recently focused on hospitality training, improving service standards at Genting Berhad, MAHSA Avenue and Wyndham Hotel. This experience enhances her approach to customer service training, particularly\u00a0in communication techniques and applying emotional intelligence in customer interactions.<\/p>\n

          Her professional credentials include international recognition as a Masteries Practitioner with the International\u00a0Association of Coaching (IAC), Certified Professional Coach (CPC) status from The Coaching Institute (TCI), and\u00a0membership in the Malaysian Institute of Management (MMIM). She is skilled in Visual, Auditory and Kinesthetic\u00a0(VAK) assessment techniques\u2014a key component of the course methodology.<\/p>\n

          As your course director, Aishu employs her signature training approach of practical application through interactive learning, case studies and role-playing exercises\u2014a methodology refined through successful engagements with global corporations like Google, Western Digital and Standard Chartered. Participants will benefit from her extensive experience, developing immediately applicable skills that transform customer interactions into opportunities for building lasting loyalty and business growth.<\/p>\n

          Training Agenda<\/span><\/strong><\/p>\n<\/blockquote>\n

          \n
          Day One\u00a0<\/em><\/strong><\/span><\/h5>\n
          Module 1:BUILDING CUSTOMER-CENTRIC FOUNDATIONS<\/b><\/h5>\n
          <\/b>Transform Service Mindsets into Revenue-Generating <\/b>Capabilities<\/b><\/em><\/h5>\n
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          • Link service excellence to customer loyalty using\u00a0Australian benchmarks<\/li>\n
          • Distinguish between customer satisfaction (temporary)\u00a0and loyalty (sustainable revenue)<\/li>\n
          • Identify internal\/external customer needs<\/li>\n
          • Analyse successful service-driven brands<\/li>\n<\/ul>\n

            Activities: Customer Service Bingo; Who’s Your Customer – <\/i>touchpoint identification; Competitive\u00a0case\u00a0analysis<\/i><\/p>\n

            Module 2:\u00a0<\/b>COMMUNICATION EXCELLENCE & THE 7C’S\u00a0<\/b>FRAMEWORK<\/b><\/h5>\n
            Master Communication Techniques That Build Instant Trust<\/b><\/em><\/h5>\n
              \n
            • Apply 7C’s framework for compelling customer\u00a0interactions<\/li>\n
            • Use Mehrabian Formula to balance verbal\/non-verbal\u00a0communication<\/li>\n
            • Employ active listening to uncover unstated needs<\/li>\n
            • Adapt tone, posture and language for genuine empathy<\/li>\n<\/ul>\n

              Activities: VAK Skills Assessment; Style adaptation exercises; <\/i>Communication pattern\u00a0video\u00a0analysis<\/i><\/p>\n

              Module 3:\u00a0<\/b>MASTERING CUSTOMER NEEDS & EXPECTATIONS<\/b><\/h5>\n
              Anticipate and Exceed Expectations to Drive Loyalty<\/b><\/em><\/h5>\n
                \n
              • Identify unstated customer expectations<\/li>\n
              • Establish credibility through powerful first impressions<\/li>\n
              • Set realistic expectations you can exceed<\/li>\n
              • Transform functional transactions into emotional\u00a0connections<\/li>\n<\/ul>\n

                Activities: Expectation gap mapping; First impression <\/i>laboratory; Strategic need identification\u00a0role-plays<\/i><\/p>\n

                Module 4:\u00a0<\/b>STRATEGIC COMPLAINT RESOLUTION & <\/b>SERVICE RECOVERY<\/b><\/h5>\n

                Transform Complaints into Loyalty Opportunities<\/b><\/em><\/p>\n

                  \n
                • Implement structured service recovery protocols<\/li>\n
                • Apply de-escalation techniques that build trust<\/li>\n
                • Use NLP to manage body language and verbal\u00a0communication<\/li>\n
                • Reframe negative thoughts for objective responses<\/li>\n<\/ul>\n

                  Activities: Challenging interaction role-plays; Case study <\/i>resolution practice; NLP mirroring exercises; Personalised <\/i>conflict resolution approaches<\/i><\/p>\n

                  Day Two\u00a0<\/em><\/strong><\/span><\/h5>\n
                  Module 5:\u00a0<\/b>PERSONALISING THE CUSTOMER EXPERIENCE<\/b><\/h5>\n
                  Create Tailored Service Experiences That Drive\u00a0<\/b>Emotional Connection<\/b><\/em><\/h5>\n
                    \n
                  • Segment customers to identify varying service needs<\/li>\n
                  • Build customer personas to guide service strategy<\/li>\n
                  • Develop cultural awareness for inclusive service<\/li>\n
                  • Integrate loyalty programmes into service interactions<\/li>\n<\/ul>\n

                    Activities: Customer persona workshop; Cultural adaptation <\/i>scenarios; Rapport-building practice; Service personalisation <\/i>planning<\/i><\/p>\n

                    Module 6:\u00a0<\/b>PERSONALISING THE CUSTOMER EXPERIENCE<\/b><\/h5>\n
                    Deliver Seamless Experiences Across All Customer <\/b><\/em><\/h5>\n
                      \n
                    • Implement channel-specific strategies (phone, email,chat, social)<\/li>\n
                    • Apply digital communication etiquette<\/li>\n
                    • Convey empathy in non-face-to-face interactions<\/li>\n
                    • Maintain consistency when transitioning between\u00a0channels<\/li>\n<\/ul>\n

                      Activities: Channel shift simulation; Digital communication\u00a0<\/i>labs; Channel-specific script development<\/i><\/p>\n

                      Module 7:\u00a0<\/b>CROSS-FUNCTIONAL COLLABORATION &\u00a0<\/b> SERVICE WORKFLOW<\/b><\/h5>\n
                      Eliminate Service Silos for Seamless Customer Journeys<\/b><\/em><\/h5>\n
                        \n
                      • Develop cross-departmental collaboration strategies<\/li>\n
                      • Create effective escalation procedures<\/li>\n
                      • Implement buddy systems for crisis management<\/li>\n
                      • Map processes to eliminate service bottlenecks<\/li>\n<\/ul>\n

                        Activities: Complex cross-functional scenario exercises; <\/i>Tailored escalation protoco<\/i>l development; Service process <\/i>improvement mapping<\/i><\/p>\n

                        Module 8:\u00a0<\/b>SERVICE LEADERSHIP & SUSTAINABLE <\/b>EXCELLENCE<\/b><\/h5>\n
                        Build Your Service Brand and Drive Continuous Improvement<\/b><\/em><\/h5>\n
                          \n
                        • Conduct practical service simulations with real-world\u00a0scenarios<\/li>\n
                        • Develop personal service pledges (“My Service Brand”)<\/li>\n
                        • Create measurable action plans for sustained excellence<\/li>\n
                        • Implement metrics to track service improvement<\/li>\n<\/ul>\n

                          Activities: Comprehensive role-plays with video feedback; <\/i>Service pledge workshop; Accountability-bas<\/i>ed action\u00a0<\/i>planning; Service commitment recognition<\/i><\/p>\n

                          \u00a0<\/p>\n

                          \u00a0<\/p>\n<\/blockquote>","protected":false},"excerpt":{"rendered":"

                          Download Brochure \u00a0 Date: 10 & 11 November 2025 Time: 9am – 5:30pm Venue: The AC Marriott Hotel, Kuala Lumpur \u00a0 “Essentials Skills That Drive Customer Loyalty.“ This programme equips your team with proven strategies to build\u00a0 a customer-centric culture through: Communication Excellence \u2013 Discover techniques that foster trust and loyalty with customers Conflict Resolution […]<\/p>\n","protected":false},"author":1,"featured_media":1285,"template":"","meta":[],"class_list":["post-1311","mto-course","type-mto-course","status-publish","has-post-thumbnail","hentry","course_cat-customer-service"],"_links":{"self":[{"href":"https:\/\/ipraxis.asia\/index.php?rest_route=\/wp\/v2\/mto-course\/1311","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/ipraxis.asia\/index.php?rest_route=\/wp\/v2\/mto-course"}],"about":[{"href":"https:\/\/ipraxis.asia\/index.php?rest_route=\/wp\/v2\/types\/mto-course"}],"author":[{"embeddable":true,"href":"https:\/\/ipraxis.asia\/index.php?rest_route=\/wp\/v2\/users\/1"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/ipraxis.asia\/index.php?rest_route=\/wp\/v2\/media\/1285"}],"wp:attachment":[{"href":"https:\/\/ipraxis.asia\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1311"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}