Customer Service: Impression at First Sight

Customer Service Skills Training Course Customer Service Skills Training
By Yeong Wai Ling
Customer Service:

Customer Service Skills: Impressing Customers at First Sight

“The Heart-to-Heart Superior Service Delivery”

By Yeong Wai Ling

Directive Communication Certified • PSMB Certified Trainer
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Course Title:
Customer Service Skills: Impressing Customers at First Sight
Training Category:
Soft Skills
Target Audience:
Managers, service professionals, executives, front liners, instructors, facilitators or anyone who want to enhance their service excellence level.
2 Days
For In-house Training
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Delivery Methods
  • Language: English
  • PowerPoint Presentation
  • Workshop
  • Group Discussion
  • Presentation Handouts
  • Participant Presentation
  • Lecture
  • Certificate of Participation
*Terms & Conditions
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Course Introduction ›

  • What is customer service excellence?
  • How can it go from good to great?
  • What are the ways to handle difficult customers?

In the current competitive business environment, given that price and quality of merchandise are equal, the differentiator between you and your competitor would be understanding what customers expects, and how you meet or exceed their expectations. Providing customer service satisfaction is a basic necessity. We need to go the extra mile to maintain the feeling of delight and retain a memorable emotion in the finest quality of customer service.

You will uncover your personal Colored Brain Communication profile and how you process information genetically which form the basis of your communication style. You will learn to impress customers at first sight through the ability to communicate effectively, interpret body language and their needs. The workshop strives to retain a memorable sentiment in the minds of customers through your excellent service. This workshop is interactive and pack with fun games and activities.

Course Objectives ›

At the end of the session, participant should be able to:

  • Expand the understanding and importance of excellence service quality.
  • Understanding of the emotional and psychological needs of customers
  • Motivate staff to perform and be engaged in delivering quality service.
  • Recognize the barriers to the delivery of excellence service.
  • Develop communication skills to listen, interpret and understand the needs of customers.
  • Develop capabilities to handle difficult customers, overcome misunderstandings and minimize conflicts.
  • Develop self confidence and enhance self-esteem in dealing with customers.
  • Build trust and maintain rapport to develop long lasting relationship.
  • Utilising different techniques in dealing with different Customers

Course Outline ›


1. Overview of Customer Service

  • Identifying Customers' needs
  • What do they expect from you?
  • Understanding emotional needs of customers

2. Basic Communication Skill

  • What are the skills required in communication?
  • Barriers in communication
  • Communication and perception

3. Foundations of Brain Communication

  • Colored Brain Processors
  • Colored Brain Communication Inventory
  • Why people say things the way they say it?

4. Enhancing Communication Skill

  • Listening attentively
  • Are you speaking in the customers' language?
  • Body language

5. Resolving conflict and building loyalty

  • Service with empathy and efficiency
  • Quality service beyond customers' expectation
  • Building trust and long term relationship

Methodology ›

  1. Directive Communication™ is a training and organizational development psychology developed by Arthur F. Carmazzi that affects how people act and react to each other in teams, and how that affects individual performance. It is a foundational science for influencing team dynamics to cultivate high performance cooperative team culture.
  2. We use variety of proprietary training tools, group discussion, team reflective circle, storytelling, lecture with games and activities to make learning FUN and IMPACTFUL!
  3. In essence, our methodology is:
    • Interactive learning
    • Experiential activities
    • Facilitative training

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