Training and Development Yale Consultancy Sdn Bhd

Programmes
Your Advanced Leading Executive

About YALE

YALE Consultancy Sdn Bhd is an international

professional service firm in Malaysia. The
organisation is a dynamic practice providing
professional services in research and
development, training, corporate and

Customer care management consultancy and couching to its

clients. Our objective is to provide a high standard
of professional practice in every field for every

excellence:
one of our clients.

How to create Course Synopsis

customer focus This course is specially designed for a CEO,

entrepreneur, business consultant, human
resource managers, marketing managers,
customer service managers and front line
staffs. Customer service is about building an
organisation that is appealing to the kinds of
customers that you want; it is about giving
those customers the experiences that make
them come back; it is about measuring the
improving what you do and how you do it.
This course focuses on external customers,
with a particular emphasis on the private
sector and makes customer service happen in
your organisation.

Contact Us

Dr George Leow
 012 326 6874
YALE CONSULTANCY SDN. BHD. (805615-X)
 79-3, Amber Business Plaza, Jalan Jelawat 1
Cheras Batu 3½, 56000 Kuala Lumpur
 016 977 4993
 03 90801932
 info@yaleconsultant.com
 www.yaleconsultant.com
Objectives
Programme Outline
• To train participants on method to handle
customer service effectively The lecturer concerned may start the class
• To expose participants on methods on with a lecture of the topic. This will be
followed by the class practical and case
measuring customer satisfaction.
studies of the specific issues.
• Introduction of concept of customers
• Developing a service strategy Days Assignments
• Delivering service through people
Day 1 Getting into your customers’ head,
• Creating a service culture. and winning their hearts
• Establish complaints management
Getting the facts through
• Delivering service through processes and straightforward research
infrastructure
• Measuring service standard, customer Making three big decisions, and
building your service strategy
satisfaction and loyalty
• Extraordinary performance from
Benefits “ordinary” people

• Define concept of customers Creating the culture that compels

• Developing a service strategy great service
• Delivering service through people Day 2 Using the positive power of
• Creating a service culture. complaints
• Establish complaints management
Making it all work
• Delivering service through processes and
infrastructure Location, location and location
• Measuring service standard, customer
Measuring your performance
satisfaction and loyalty
Customer who come back again and
Who Should Attend again and again.

CEO, Entrepreneur, Business Consultant,

Human Resource Managers, Marketing
Managers, Customer service managers, front
line staffs and anyone who has interest
towards tactics of negotiation.

Course Method

This course is highly interactive, inspiring and

packed with fun. It consists of a lively mix of
group work, discussions on case studies, and
practical examples.

Method of payment

Price: RM 1 200/pax
Bank made payable to (please attach a copy of
payment slip)
Payee Name: Yale Consultancy Sdn Bhd