Course Title: Multicultural Customer Service

Course Description: This course is designed to help participants understand and appreciate
cultural differences in customer service and develop the skills needed to provide excellent
customer service to a diverse customer base. Participants will learn how to recognize and
appreciate cultural differences, communicate effectively across cultures, and build rapport
with customers from different backgrounds.

Course Outline:

1) Introduction to Multicultural Customer Service

• Understanding the importance of multicultural customer service
• Defining culture and its impact on customer service
• Exploring the benefits of providing excellent multicultural customer service

2) Recognizing Cultural Differences

• Identifying and appreciating cultural differences in customer service
• Understanding the role of cultural awareness in customer service
• Strategies for adapting to different cultural contexts

3) Effective Communication across Cultures

• Verbal and non-verbal communication skills for cross-cultural communication
• Understanding language barriers and overcoming them
• Strategies for active listening and responding appropriately to customers from
different cultures

4) Building Rapport with Customers from Different Backgrounds

• Techniques for building rapport with customers from different cultures
• Understanding cultural expectations and customs for building relationships
• Strategies for finding common ground with customers from different cultures

5) Adapting to Customer Needs and Preferences

• Understanding cultural expectations and preferences in customer service
• Techniques for adapting to different customer needs and preferences
• Strategies for addressing cultural barriers and misunderstandings

6) Handling Complaints and Difficult Situations in a Multicultural Context

• Understanding the importance of cultural sensitivity in handling complaints
and difficult situations
• Techniques for managing complaints and difficult situations in a multicultural
context
• Strategies for preventing complaints and difficult situations through cultural
awareness

7) Improving Multicultural Customer Service

• Understanding the metrics for measuring multicultural customer service
• Developing a customer feedback and tracking system for multicultural
customer service
• Evaluating and improving multicultural customer service processes
 8) Conclusion and Action Plan
• Reviewing key concepts and skills
• Creating an action plan for providing excellent multicultural customer service
• Developing a personal development plan for ongoing improvement

This course can be customized to the specific needs of the organization and can be
delivered in a classroom setting, online, or a blended format. Practical exercises and case
studies can be included to enhance the learning experience. The course can be delivered
over a period of several days or weeks, depending on the specific needs of the participants
and the organization.
TRAINER PROFILE
Name: MOHAMAD KAMIL BIN ROHMAN
Contact Information: 017-6624262 / 011-13011619

Email: kamilrohman@gmail.com
Phone: 03-33720245
Address: 42, Jalan Demang 7, Taman Shahbandaraya 41000 Klang Selangor

Summary:
Experienced Corporate Trainer with over 6 years of experience in delivering training programs and
workshops for diverse groups of employees. Skilled in developing and delivering engaging training
materials, facilitating group discussions, and conducting assessments to evaluate training
effectiveness. A passion for helping employees grow and develop professionally, and a strong
commitment to providing exceptional customer service.

Key Skills:

• Training Delivery: Experience in delivering training programs and workshops, using a variety
of instructional techniques and multimedia aids to engage learners.
• Training Design: Ability to design and develop training materials, including presentations,
workbooks, and online resources.
• Facilitation: Skilled in facilitating group discussions, managing group dynamics, and ensuring
active participation from all learners.
• Assessment and Evaluation: Knowledge of assessment and evaluation methods, including
pre- and post-training assessments, surveys, and feedback mechanisms.
• Customer Service: Committed to providing exceptional customer service, responding to
customer needs, and maintaining strong relationships with stakeholders.
• Communication: Excellent verbal and written communication skills, able to communicate
effectively with individuals at all levels of an organization.
• Time Management: Ability to prioritize tasks, manage multiple projects, and meet tight
deadlines.

Work Experience:
• Ikhtiar Muda Enterprise – Project Manager
• ID Industries Sdn Bhd – Project Manager
• Sportathlon (M) Sdn Bhd – Consultant
• Jatomi Fitness (M) Sdn Bhd – Senior Consultant
• Kamen Twintech – Commercial Manager
• Wak Reja Katz Entertainment – Commercial Manager
• Directive Training International Sdn Bhd – Director of Sales & Marketing
Training Experience:
List of Client’s Conducted
Ajinomoto (M) Sdn Bhd January 2016
Tamadam Industries Sdn Bhd March 2016
Vesuvius Malaysia Sdn Bhd April 2016
Kawasaki Motors (M) Sdn Bhd September 2016
Ohta Precision (M) Sdn Bhd November 2016
Dailycom Sdn Bhd December 2016
The Chicken Rice Shop Sdn Bhd January to December 2017
Majlis Daerah Kuala Selangor November 2017
Vesuvius Malaysia Sdn Bhd July 2017
Majlis Perbandaran Subang Jaya April 2018
CAO Industries Sdn Bhd August 2018
Kuala Lumpur International Hotel August to December 2018
Kuala Lumpur International Hotel January 2019
3-point 8 art & Creative Sdn Bhd July 2019
Motosikal dan Enjin Nasional Sdn. Bhd (Modenas) August 2019
Gas Pantai Timur Sdn Bhd September to November 2019
IRR Sdn Bhd (Ippudo Ramen) September to October 2019
Trimode System (M) Berhad September 2019
Ministry of Home Affairs September 2019
Omnimetric Technologies Sdn Bhd December 2021
Trimode System (M) Berhad August 2022
Islamic Tourism Centre Malaysia November 2022
And many more

Roles as Corporate Trainer:

• Collaborated with subject matter experts and department managers to identify training needs
and develop customized training programs.
• Designed and delivered training programs and workshops for employees in various
departments, including operations, finance, and human resources.
• Developed and updated training materials, including presentations, workbooks, and online
resources.
• Facilitated group discussions and activities to encourage active participation and ensure
learners retained information.
• Conducted assessments and evaluations to measure the impact of training programs on
employee performance.
• Provided support and guidance to employees and maintained strong relationships with
stakeholders.
• Worked closely with department managers to identify training needs and develop customized
training programs.
• Responded to customer inquiries, provided support and guidance, and maintained strong
relationships with stakeholders.

Education:
• Diploma of Accounting in Accounts, Universiti Teknologi MARA, Seri Iskandar, Perak
• Master of Business Management in Administration & Business Management, University of
Malaysia Pahang, Pahang