Service Excellence:
Mastering Communication & Interpersonal Skills for the Frontline

Training Duration: 2 Days 

Introduction

This Service Excellence: Mastering Communication & Interpersonal Skills for the Frontline training program is designed to strengthen communication and interpersonal skills, enabling frontline personnel to deliver professional, courteous, and effective service experiences. 

Participants will learn practical strategies for communicating clearly, listening attentively, and building positive relationships with customers.

Training Objectives

By the end of this Service Excellence: Mastering Communication & Interpersonal Skills for the Frontline training program, participants will be able to:

1. 1. Understand the importance of service excellence in frontline customer interactions.

   2. Apply effective verbal and non-verbal communication skills in service delivery.

   3. Demonstrate active listening skills to understand customer needs better.

   4. Build positive interpersonal relationships with customers and colleagues.

   5. Handle complaints and challenging customers professionally and confidently.

   6. Deliver consistent and positive customer service experiences.

Key Topics

Module 1: Understanding Service Excellence in Frontline Roles

Module 2: Understanding Customers and Their Expectations

Module 3: Professional Communication for Frontline Staff

Module 4: Active Listening and Empathy in Customer Interactions

Module 5: Handling Complaints and Difficult Customers

Module 6: Creating Positive and Memorable Customer Experiences

Who Should Attend

This Service Excellence: Mastering Communication & Interpersonal Skills for the Frontline training program is essential for is suitable for managers, supervisors, customer service officers, administrative personnel, frontline staff, and employees at all levels who interact directly or indirectly with customers.

HRD Corp Claimable

UGMC programs are fully claimable under Malaysia’s HRD Corp scheme. Registered organizations can reclaim training expenses through the levy system.

"How you treat the one reveals how you regard the many, because everyone is ultimately a one." - Stephen Covey