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Course Details
Course Details
What You'll Learn
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
Course Info
Prerequisite
Basic computer and file-management skills are expected. Familiarity with everyday workplace communication and the business situations covered by this course will help you follow the exercises.
Software Requirement
- A modern web browser and PDF reader for course materials.
No specialist application installation is required unless specified in your joining instructions. Prepare access to the course materials before class.
Hardware Requirement
Bring a laptop or tablet capable of reading PDF course materials and completing written exercises.
Bring your own computer and charger, with a reliable internet connection and permission to install the required software. For live online classes, also prepare a microphone or headset.
If you need help arranging a suitable device, contact us before the class to confirm availability.
Job Roles
Job Roles
- 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
Trainers
Trainers
is an accomplished IT and data specialist with over 20 years of experience in academia, ICT leadership, and professional training, with a strong focus on data analytics and Excel-based solutions. He has developed and delivered specialized training programs on Statistical Data Analysis with Excel and Visual Basic for Applications (VBA) for Excel, equipping learners with advanced data manipulation, automation, and reporting skills. His expertise extends to automating institutional reporting systems, where he successfully streamlined academic records management through Excel-based tools, integrating macros and automation to improve efficiency and accuracy. As a trainer and consultant, Dr. Siraj has taught Excel to diverse audiences, including university staff, administrative teams, and professionals in banking, security, and education, ensuring they can apply Excel for decision-making, statistical modeling, and process automation. His practical mastery of Excel is complemented by his deep knowledge of office automation and ICT project management, making him a highly sought-after trainer in data analysis and productivity tools. With his blend of hands-on technical expertise and instructional experience, Dr. Siraj stands out as a credible authority in leveraging Excel to drive organizational efficiency and data-driven strategies
Review
Customer Reviews (6)
- Exceeded my expectations Review by Course Participant/Trainee
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The trainer was knowledgeable and explained the concepts clearly with real-world examples. (Posted on 4/24/2026)1. Do you find the course meet your expectation? 2. Do you find the trainer knowledgeable in this subject? 3. How do you find the training environment - Very satisfied Review by Course Participant/Trainee
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The course materials were detailed and easy to reference afterwards. Great value for money. (Posted on 4/3/2026)1. Do you find the course meet your expectation? 2. Do you find the trainer knowledgeable in this subject? 3. How do you find the training environment - Exceeded my expectations Review by Course Participant/Trainee
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Great course materials and well-paced lessons. The exercises really helped me understand the topic. (Posted on 2/27/2026)1. Do you find the course meet your expectation? 2. Do you find the trainer knowledgeable in this subject? 3. How do you find the training environment - Knowledgeable trainer Review by Course Participant/Trainee
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The trainer was knowledgeable and explained the concepts clearly with real-world examples. (Posted on 2/13/2026)1. Do you find the course meet your expectation? 2. Do you find the trainer knowledgeable in this subject? 3. How do you find the training environment - Learned a lot Review by Course Participant/Trainee
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The training was very practical and hands-on. I could apply what I learned to my work immediately. (Posted on 1/12/2026)1. Do you find the course meet your expectation? 2. Do you find the trainer knowledgeable in this subject? 3. How do you find the training environment
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