In-house: | Face to Face:

Customer Service Guideline Using Improved Communication Skills

07 Dec, 2026, Concorde Hotel Kuala Lumpur

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Mr Viknesh Ashley has more than 10 years of experience working in roles related to writing and journalism, including StarProperty.my under Star Media Group Bhd, The Malaysian Reserve and Malay Mail, Malaysian property websites and magazines as well as with local property developers such as Sunway Property Group and SkyWorld Development Group Bhd.

 

Mr Ashley has expertly undertaken corporate training in the areas of interpersonal & business communication, time & stress management, presentation skills, customer service and business writing skills. Organisations that he has trained and co-trained include RHB Malaysia, Multinail Asia Sdn Bhd, Hong Leong Yamaha Motor Sdn Bhd, Deloitte Malaysia, Astro Malaysia Holdings Bhd. etc.

 

Mr Ashley is PSMB Train the Trainer certified and holds a B.A. (Hons) in Communication & Media Management

 

Venue Details

Concorde Hotel Kuala Lumpur
2 Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia,

https://kualalumpur.concorde hotelsresorts.com/


Phone : 03 2144 2200

Contact us

FOR COURSE DETAILS

Juliany,

Office: 03 2283 6109

Mobile: +60 122281247

juliany@ipa.com.my

Phoebe,

Office: 03 2283 6100

Mobile: +60 193637822

phoebe@ipa.com.my

Bee Teng,

Office: 03 2282 6112

Mobile: +60 172566121

beeteng@ipa.com.my

FOR CUSTOMISED IN-HOUSE TRAINING

Jane,

Office: 03 2283 6101

Mobile: +60 129418251

jane@ipa.com.my

Keith,

Office: 03 2283 0000

Mobile: +60 162272735

keith@ipa.com.my

ADDRESS

A-28-5, 28th Floor, Menara UOA Bangsar,
No.5, Jalan Bangsar Utama 1,
59000 Kuala Lumpur

FOCUSING ON
  • MODULE 1: START WITH THE RIGHT SERVICE MINDSET
  • MODULE 2: MAKE EVERY CUSTOMER INTERACTION COUNT
  • MODULE 3: COMMUNICATE WITH CONFIDENCE
OBJECTIVE
This course develops the service mindset, practical customer-service behaviours and communication skills needed to deliver positive, consistent and professional customer experiences
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Explaining the importance of a customer- focused service mindset and ownership in customer experience.
  2. Applying practical customer-service principles to create positive and consistent customer interactions.
  3. Adapting communication style, word choice, tone and body language to different customers and situations
  4. Using positive, solution-focused language and rapport-building techniques during customer interactions.
  5. Demonstrating improved communication skills through practical exercises and role plays.
WHO SHOULD ATTEND
Customer Service Representatives, Front-Line Staff, Customer-Facing Employees, Sales and Service Personnel, and employees who communicate with customers as part of their job.
METHODOLOGY
  • Facilitator-led presentations and guided discussions.
  • Interactive group activities and experience- sharing.
  • Practical communication exercises and role plays.
  • Scenario-based practice using common customer-service situations.
  • Question-and-answer sessions, reflection and key learning recap.
COURSE CONTENT
9:00

MODULE 1: START WITH THE RIGHT SERVICE MINDSET

Understanding the Mindset Behind Exceptional Customer Experiences

  • Understanding why customer service matters in today’s workplace
  • Exploring the different types of customer service
  • Moving beyond a “just doing my job” mindset
  • Developing an ownership mindset towards customer experience
  • A.S.K. for Excellence: Attitude, Skills & Knowledge
  • Understanding the connection between attitude and first-class service
  • Building Emotional Intelligence (EI) for stronger customer interactions
  • Identifying the qualities of motivated and customer-focused service professionals


10.45

MODULE 2: MAKE EVERY CUSTOMER INTERACTION COUNT

Developing Practical Techniques for Exceptional Service

  • Understanding the basic principles of exceptional customer service
  • Creating positive “Moments of Truth
  • Understanding your role in the Customer Service Cycle
  • Delivering consistent service across pre- sales, sales and post-sales
  • Managing customer expectations effectively
  • The power of under-promising and over- delivering
  • Going the extra mile without compromising professionalism
  • Creating memorable “WOW” moments
  • Turning everyday service encounters into positive customer experiences
1:00 Lunch
2:00

MODULE 3: COMMUNICATE WITH CONFIDENCE

Professional Communication Skills for Today’s Customers

  • Understanding different customer communication styles
  • Adapting your communication style to different customers and situations
  • Understanding the impact of words, tone, intonation and body language
  • Choosing the right communication approach
  • Using professional language while remaining authentic and approachable
  • Turning negative communication into positive communication
  • Using small talk and rapport-building to strengthen customer relationships
  • Becoming more aware of body language during customer interactions
  • Reframing negative statements into positive responses
  • Moving from “No” to “Here’s What I Can Do
  • Using solution-focused language
  • Building rapport without sounding scripted
  • Staying professional when customers are emotional
  • Practical communication exercises and role plays
5:00 End of Course