Excellence in Customer Relationships

Course Code: SM.2
Dates for this course:

6 – 7 April 2017
14 – 15 June 2017
3 – 4 August 2017
5 – 6 October 2017

Subject: Excellence in Customer Relationships
Course Fee: MYR 2,500

Who Should Attend?

  • Project and operational staff interacting with customers and needing greater awareness of the customer’s perspective and expectations and how to enhance the customer relationship.

Learning Objectives

At the end of the course participants will have gained skills and knowledge in:
  • Focusing on the customer’s needs and expectations (both internal and external).
  • Appropriate approaches, tools and techniques in interacting with customers.
  • Continually improving customer satisfaction and achieving a high rate of repeat business.

Course Content

  • The current market, competitive situation and business advantage of a customer focus company.
  • The customer’s view of quality service and expectations
  • How each participant’s role and responsibilities is connected to the customer.
  • Communication skills and how they influence the perceived attitude and corporate image.
  • Exercise on communicating with the customer.
  • Guidelines for customer interactions
  • Creating trust and confidence by being proactive and demonstrating commitment
  • Steps for negotiating realistic expectations from the customer
  • A model for understanding the customer’s personality profile and responding accordingly
  • Defining challenges with customers and managing difficult customers – defusing anger.

Contact Form


+60 3 7931 6143