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Service Excellence and Service Recovery

Service teams learn to handle complaints calmly, recover the customer and keep service consistent across shifts and branches.

1 day · 7 hoursIn-house or live onlineFor: Front desk, service and customer care staffWorking title; confirmed once the course is registered on e-TRiS

Modules

  • Service standards and first impressions

    Service standards and the first impression customers remember.

  • Listening and clear communication (BM/EN)

    Listening well and explaining clearly in Bahasa Melayu or English.

  • Complaint handling and service recovery

    Recovering an unhappy customer and keeping the sale.

  • Phone and WhatsApp etiquette

    Calls and messages handled professionally and on time.

  • Staying steady under pressure

    Staying calm with difficult customers and on busy days.

Related problems

Too many customer complaints

Build an outline for your team

Answer a few questions and get a tailored outline, with a 20-minute consultant call.

Start

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