Customer relations is more than just service—it reflects the mindset, attitude, and readiness of individuals to deliver value and build trust. Excellent customer relations come from within, rooted in the desire to serve not only external customers but also internal stakeholders such as peers, superiors, and subordinates. This program emphasizes tact, sensitivity, communication, and conflict management skills. Participants will learn how to understand customer needs, anticipate expectations, and respond effectively to challenges. Through practical strategies and proven techniques, the program strengthens the ability to create lasting relationships that benefit both the customer and the organization. This HRD Corp (HRDC) Claimable Course (Previously Known as SBL-Khas) Is Delivered by a Penang-Based Training Provider Registered with HRD Corp (Formerly Known as HRDF), Specializing in Corporate Skills Development and Workforce Upskilling Across Malaysia. 100% HRD Corp Claimable | Penang Training Provider | Corporate Training Malaysia
DAY 1
Module 1: What is Customer Relation
Roles & value added
Impact of customer relation to an organization
Module 2: The Importance of Good Customer Relations
Changing concepts and today’s customer service scenario
Creating a customer-first environment
Lunch
Module 3: Understanding Your Customer
Customer-supplier model
Customer segmentation
Customer requirements
Module 4: Qualities of a Good Customer Service Professional
Right attitude and reframing
Positive anchoring
Effective communication
DAY 2
Module 5: The Challenge of Customer Service
Customer satisfaction and expectations
Measuring customer satisfaction
Module 6: Dealing with Difficult People
Definitions and perspectives
Effective complaint management
Lunch
Module 7: The Customer Is Not Always Right, But…
Synergizing solutions
Problem-solving questions and steps
Module 8: Getting More Cooperation
Updating beliefs and embracing change
Building partnerships and alliances
