Course Overview
Excellent customer service is essential for building customer trust, loyalty, and long-term business success.
Participants will explore the DISC Behavioural Model to better understand different customer personalities and adapt their communication style accordingly.
The programme also introduces the LEARN Service Recovery Model (Listen, Empathise, Apologise, Resolve and Notify) to manage customer complaints professionally and confidently.
Duration:
2 Days
Study Mode:
Offline (Face-to-Face)
Location:
Menara Bangkok Bank
Intakes:
Monthly
Course Fee:
Price on Application
Small Team (5+ PAX):
Price on Application
Who Is This For?
- Middle Management & Group Management Team (GMT)
- Managers and supervisors
- Customer-facing professionals
- Team leaders responsible for service quality
- Professionals handling customer complaints
- Employees involved in customer experience
- Professionals seeking stronger communication skills
What It Includes?
- 6 Practical Learning Modules
- Practical Customer Service Toolkit
- Personal 30-Day Action Plan
- 30-Day Workplace Challenge
- Workplace Implementation Guidance
- Practical Templates & Reference Materials
Learning Outcomes
- Understand the principles of customer service excellence and customer expectations.
- Identify different customer personalities using the DISC Behavioural Model.
- Apply effective communication techniques tailored to various customer behaviours.
- Handle customer complaints confidently using the LEARN Service Recovery Model.
- Manage difficult customers and challenging service situations professionally.
- Develop a personal action plan to continuously improve customer service performance.
Learning Facilitation Methodology
- Interactive Lectures
- DISC Behaviour Assessment
- Individual Reflection
- Group Discussions
- Case Studies
- Customer Service Simulations
- Role Plays
- Video Learning
- Team Activities
- Workplace Action Planning
Logistics
-
Target Audience:
Middle Management & Group Management Team (GMT) -
Maximum Class Size:
30 participants -
Dress Code:
Smart Casual or Corporate Attire -
Program Venue:
Comfortable training room with projector and breakout discussion capability -
Facilitator Accommodation & Meals:
Borne by client -
Facilitator Transport:
Borne by client
Pre & Post Workshop Value Add
-
Personal Customer Service Action Plan:
Each participant develops a 30-day action plan to implement the skills learned. -
Service Recovery Toolkit:
Participants receive a practical reference guide on the DISC Communication Tips and the LEARN Model for workplace application. -
30-Day Workplace Challenge:
Participants apply one customer service improvement initiative and reflect on the outcomes.
Course Module
MODULE 1:
Building the Foundation of Customer Service Excellence
Participants will explore the fundamentals of customer service excellence and understand the importance of creating positive customer experiences. The module highlights customer expectations, service standards, and the impact of professionalism on organisational reputation. Participants will also learn how every interaction contributes to customer satisfaction and loyalty
Activities: Ice Breaker Facilitating Using LEGO®, Group Discussion, Customer Experience Reflection
MODULE 2:
Understanding Customer Behaviour through DISC
This module introduces the DISC Behavioural Model to help participants recognise different customer personalities and communication preferences. Participants will learn how behavioural styles influence customer expectations, decision-making, and service experiences. By adapting their communication approach, they can build stronger rapport and trust with customers. Interactive activities allow participants to apply DISC in realistic workplace scenarios.
Activities: DISC Assessment, Behaviour Observation, Team Exercise
MODULE 3:
Effective Communication for Excellent Customer Experience
Effective communication is the foundation of outstanding customer service. Participants will develop active listening, questioning, and interpersonal communication skills while learning to communicate with empathy and professionalism. The module also explores emotional intelligence and behavioural adaptability using DISC.
Activities: Role Play, Pair Exercise, Communication Simulation
MODULE 4:
Handling Difficult Customers & Emotional Situations
Difficult customer interactions can become opportunities to strengthen relationships when handled professionally. This module equips participants with practical techniques to manage emotions, de-escalate conflicts, and respond confidently under pressure.
Activities: Case Study, Video Analysis, Group Discussion
MODULE 5:
Service Recovery using the LEARN Model
Participants will learn a structured approach to resolving customer complaints using the LEARN Model—Listen, Empathise, Apologise, Resolve, and Notify. The module emphasises empathy, clear communication, and timely resolution to rebuild customer confidence.
Activities: Complaint Handling Simulation, Role Play, Group Exercise
MODULE 6:
Creating Exceptional Customer Experience
The final module focuses on sustaining service excellence by creating memorable customer experiences and fostering a customer-centric culture. Participants will identify opportunities to exceed customer expectations while strengthening teamwork and service consistency. They will develop a personal action plan to apply the knowledge and skills gained throughout the programme. The module concludes with a commitment to continuous improvement and service excellence.
Activities: Team Presentation, Action Plan Development
The action plan encourages participants to identify specific improvement areas, set achievable goals, and commit to practical actions that enhance customer service performance. This activity reinforces learning transfer, promotes accountability, and supports continuous professional development beyond the classroom.
Enquiry Form
Submit the enquiry form below, and our expert consultants will assist you in taking the first step toward your professional training journey.
+60 3-5888-8242
info@amast.academy
Unit 1-30-7, Menara Bangkok Bank Berjaya Central Park 105 Jalan Ampang 50450 Kuala Lumpur Wilayah Persekutuan Kuala Lumpur Malaysia
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