Increase Your Business with Excellent Customer Service

LU1 Customer’s Needs and Feedback 

Topic 1: Who We Are and What We Do – Understanding Customers & Customer Service

• Who Are Customers? (internal/external)
• What is Customer Service?
• Who Are Customer Service Providers?

Topic 2: Establishing Your Attitude

• Appearance Counts!
• The Power of a Smile
• Staying Energized
• Staying Positive

Topic 3: Identifying and Addressing The Customer’s Needs

• Understanding the Customer’s Problem
• Staying Outside the Box
• Meeting Basic Needs
• Going the Extra Mile

Topic 4: In-Person Customer Service (Face to Face)

• Dealing With At-Your-Desk Requests
• The Advantages and Disadvantages of In-Person Communication
• Using Body Language to Your Advantage

Topic 5: Giving Customer Service over the Phone

• The Advantages and Disadvantages of Telephone Communication
• Telephone Etiquette
• Tips and Tricks

Topic 6: Providing Customer Service via Email

• The Advantages and Disadvantages of Email Communication
• Understanding Netiquette
• Tips and Tricks
• Examples: Chat or e-mail

LU2 Improving Customer’s Needs Based on Feedback

Topic 7: Generating Return Business with Better Customer Service

• Following Up from Customer Feedback
• Addressing Customer Complaints
• Turning Difficult Customers Around

Topic 8: Recovering Difficult Customers

• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions

Topic 9: Understanding When to Escalate

• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats

Prerequisite:

Software Requirement:

HRDF Funding

Please refer to this video https://youtu.be/Kzpd-V1F9Xs

1-     HRD Corp Grant Helper

How to submit grant applications for HRD Corp Claimable Courses

2-     Employers are required to apply for the grant at least one week before training commences.

Employers must submit their applications with supporting documents, including invoices/quotations, trainer profiles, training schedule and course content.

3-     First, Login to Employer’s e-TRIS account -https://etris.hrdcorp.gov.my

Second, Click Application

4-     Click Grant on the left side under Applications

5-     Click Apply Grant on the left side under Applications

6-     Click Apply

7-     Choose a Scheme Code and select HRD Corp Claimable Courses: Skim Bantuan Latihan Khas. Then, click Apply

8-     Scheme Code represents all types of training that suit the requirements provided by HRD Corp. Below are the list of schemes offered by HRD Corp:

9-     Select your Immediate Officer and click Next

10-  Select a Training Provider, then click Next

11-  Please select a training programme from the list, then key in all the required details and click Next

Select your desired training programme.

Give an explanation on why the participant is required to attend the training. E.g., related to their tasks/ career development, etc.

Explain the background and objective of this training.

Select a relevant focus area. For Employer-Specific Courses, select ‘Not Applicable’.

12-  If the training programme is a micro-credential programme, you are required to complete these 3 fields. Save and click Next

Insert MiCAS Application number

13-  Based on the nine (9) pillars listed below, HRD Corp Focus Area Courses are closely tied to support government initiatives towards nation building. As such, courses offered through the HRD Corp Focus Areas are designed to provide the workforce with skills required for current and future demands. Details of the focus areas are as follows:

14-  Please select a Course Title and Type of Training

15-  Select the correct type of training according to the actual type of training, or as mentioned in the training brochure:

16-  Please key in the Training Location and click Next

17-  Please select the Level of Certification and click Next

18-  Please follow the instructions and key in trainee details

19-  Click Add Batch, then click Save

20-  Click Add Trainee Details

21-  Please key in all the required details, then click Add

22-  Click Add if there are more participants. Once done, click Save

23-  Click Next

24-  Please key in the course fees and allowance details, then click Save

25-  Estimated cost includes the course fees/external trainer fees, allowances, and consumable training materials. Please comply with the HRD Corp Allowable Cost Matrix.

26-  Select Upfront Payment to Training Provider and key in the percentage from 0% to 30%. Then, click Save and Next

27-  Complete the declaration form and select a desired officer

28-  Add all the required documents, then click Add Attachment. Then, click Save and Submit Application

29-  Once the New Grant Application is successfully submitted, the Grant Officer will evaluate the application accordingly. The application may be queried if additional information is required.

The application status will be updated via the employer’s dashboard, email, and the e-TRiS inbox.

• Brand Manager
• Marketing Executive
• Communications Manager
• Public Relations Executive
• Corporate Communications Specialist
• Marketing and Branding Consultant
• Customer Insights Analyst
• Digital Marketing Executive
• Advertising Executive
• Social Media Manager
• Stakeholder Engagement Officer
• Marketing Communications Officer
• Brand Strategist
• PR Campaign Manager
• Client Relationship Executive
• Content Marketing Specialist
• Customer Experience Manager
• Media Relations Executive
• Product Marketing Manager
• Reputation Management Consultant

Sarah Ng: Sarah Ng, with a solid educational background in computer science and business administration, Sarah Ng possesses a deep understanding of the intersection between technology and business strategy. Her diverse working experiences across startups, multinational companies, and government agencies have equipped her with a wealth of knowledge and real-world insights.

She has earned highlighted skills and achievements as below:

• Certified Practitioner of NLP (Neuro-Linguistic Programming)
• Certified Applied NLP in Business Practitioner
• Certified NLP Coach
• Certified Level 1 TRIZ Practitioner
• Certified Outsourcing Professional
• Master of Ceremony for numerous events
• Former DJ for Online Radio
• Over 10 years of experience in hosting and presenting to Foreign Direct Investment Companies.
• Won multiple award for Public Speaking contest

Elton Kuah: Elton Kuah in digital marketing, especially in the social media space, has done training with more than 100 corporate companies such as Institute Social Malaysia, HRDF HEARTS Program, SME Corp for Netrepreneur, corporate companies such as Celcom Axiata, Naza, Pfizer, Isentia, Teknologi Park Malaysia among other reputable clients. He has served clients such as Slimming Sanctuary, Smifu New Zealand, and Addestra Singapore which is premier learning center for adults. He is a member of Matrade Malaysia, government agency for external export and Malaysian Association of ASEAN Young Entrepreneurs (MAAYE). Elton is also a Professional Fellows under YSEALI, signature program of Barack Obama under economic empowerment. Elton Kuah has shared his thoughts on publications such as Asian Entrepreneur Magazine, Jumpstart Magazine Hong Kong, Social Media Polis USA, Global Yuppie Lifestyle USA, E27 Singapore and Next Up Asia on his perspective and market outlook.. He has co-authored and published a book in Singapore titled ‘Are You Ready To Be Next Entrepreneur’ which the book has been reviewed by world personalities such as Professor Jeffrey Sachs, world-renowned professor of economics and Asian Number 1 motivator ‘Miss Merry Riana’ and other reputable entrepreneurs. He completed Bachelor of Electrical and Electronic Engineering with Honours from University of Nottingham.

Paul Ho: Paul Ho obtained his bachelor of science degree in business administration, majoring in management information systems from Tennessee Technological University, USA. He is a certified training professional from ITD World (Institute of Training and Development). He has worked in insurance, automotive, retail and education industries since graduation. While attached to Mercantile Insurance Sdn. Bhd, a leading motor insurer, he conducted workshops for the staff to get familiarised with the new computerised systems. His portfolio includes serving agents with a monthly turnover of RM5 Million.