By Hajjah Rita Juniati Rutaff
19 & 20 August 2019, 9:00 am to 5:00 pm
Kuala Lumpur
(100% Claimable From HRDF/PSMB)

The understanding on the word “service” and “work” would give a different impact on individual’s passion and performance level. Working in a Customer Service environment demands high level of passion, patience and determination in managing different types of customers towards providing excellent customer service. Excellent customer service is the ability of an organization to constantly and consistently exceed the customers’ expectations which consequently drives the customers’ satisfaction. Knowing how to give exceptional service is one of the keys to growing and sustaining a business that leaves a strong “brand connection” and competitive advantage with the customers.

B.E.S.T. Customer Service known as “Beyond Exceptional Service Transformation” is a two (02) days program that provides the professional skills needed to manage customers’ satisfaction with professionalism and care whilst maintaining good rapport. B.E.S.T. Customer Service involves making a commitment to learning what the customers’ needs and wants are, developing action plans that implement customer friendly processes and applying the essential skills, stress management and conflict management that act as a 'glue' to bind all the skills mentioned above towards providing customer service beyond exceptional.

Training Objectives
At the end of the program, participants will:
  • Understand the importance and values of excellent customer service
  • Identify customers’ needs towards satisfaction
  • Enhance Counter Service Skills and Telephone Techniques with courtesy
  • Manage customer complaints assertively and professionally
  • Adapt and manage customers’ different behavior styles
  • Solve Customer Complaints with Creative Problem Solving approach
  • Manage stressful situations more effectively
Learning Features
  • Two-Way Interactions with various Group discussions
  • Management Simulation Games and Exercises
  • Experiential Learning
  • Video
  • Role Plays
  • Minimal lectures as to reinforce the learnings
Who Must Attend
Supervisors, Officers, Executives and those who deals with Internal & External Customers.

14 Hours, 2 Days.

Course Outlines :-
    • Training Objectives
    • "Ice Breaking" Activities
    • Yourself, Your Role and Your Job Expectations
  2. QUALITY CUSTOMER SERVICE – Basic Definitions & Concept
    • Service vs Work
    • Quality vs Quantity
    • Internal Customer vs External Customer
    • You and Customer
    • Quality Customer Service
    • Why Quality Customer Service is Essential?
    • Basic Skills in General Customer Service
      • Good Communications & Working Relationship
      • 4 Steps in Building Quality Customer Service
      • Understanding Customer Needs
      • Achieving Customer Satisfaction
    • Counter Service Skills & Courtesies - Interaction technique - "G.R.E.A.T"
      • Why Counter Services & Courtesies are Essential?
      • Challenges in Dealing with Counter Services & Courtesies
      • Effective Counter Services Skills
        • First Impression and Image
        • Focus to Customer:
          • Customer Needs
          • Language
          • Voice Tone
    • Telephone Skills & Courtesies - Interaction Technique - "G.R.E.A.T"
      • Why Good Telephone Ethics & Courtesies are Essential?
      • Common Mistakes in Telephone Ethics and Courtesies
      • Basic Telephone Techniques and Courtesies
        • Focus to Customer with Good First Impression:
          • Customer Needs
          • Language
          • Expressions of Voice Tone
        • Managing Incoming and Outgoing Calls
        • Taking Messages and Follow-Up
        • Closing The Calls
    • Managing Different Customer Behaviours
      • Angry
      • Impatience
      • Indecisve
      • Friendly and Talkative
      • Threatens
    • Customer Conflict Management
      • Understanding Different Personality Types of Customers
      • Managing and Adapting to Customer's Personality
    • Creative Problem Solving
      • Creative vs Analytical Thinking
      • Creative Thinking Tools
      • Creative Problem Solving Process
    • Stress Management
      • Basic Concept of Stress Management
      • What Causes Stress
      • Types of Stress
      • Stress Symptoms
      • How To Manage Stress
Your Trainer

Hjh. Rita Juniati Rutaff is a qualified and experienced Human Resource Practitioner, Consultant, Trainer, Speaker and internationally accredited Trainer focusing on specialized areas such as Communications and Personality, Organizational Development, Talent Management, Change Management, Capability and Competency-based training. She conducts Human Resource Business Plan, coaches, advises leaders on key strategy issues that improve individuals, departments and organizational current and future performance requirements for various organizations she worked with.

She is internationally recognised and accredited licensed trainer by Myer Briggs Type Indicator (MBTI) Training Programs, Dimensions Development International Programs (DDI), Neuro Linguistic Programming (NLP) and Stephen Covey’s Seven Habits of Highly Effective People for in-house programs.

Her diverse background and qualifications, added with strong anchor in Human Resources & Training experience had accelerated her role as “In-house Consultant” and training effectiveness which adds value to building human capital to organisations she dealt with. Moreover, her sound analytical skills and being strong advocate to Information Technology are her strengths that had led organizations to greater heights with remarkable achievements.

Her performance track records with strong commitment and great passion in people development has helped her to head Human Resources and Training Development departments successfully in various organisations from diversified industries background, namely Malaysia Airlines, Carsem Semiconductor ( a member of Hong Leong group of companies), Medas Corporation Berhad, and MTD CAPITAL Group of Companies, a leading infrastructure conglomerate currently. Occasionally, she will be invited as speaker, coach and facilitate training and strategic business planning seminars for other organizations like PETRONAS, ASTRO, BASF and Ministry of Higher Education etc.

Academically, Rita is a bright scholar graduated with diverse professional qualifications. She graduated from Western Michigan University, USA with a Masters degree (Hons) in Operations Research, Industrial Engineering and a Bachelor of Business Administration (Hons) majoring in Finance and Economics. Prior to that, she was selected as the Best Student in Diploma in Statistics from MARA Institute of Technology, Shah Alam in 1980.

In conclusion, Rita who has a diverse professional qualifications with diversified industries’ career experiences as a Human Resource practitioner, professional trainer and leader for more than 25 years experience, have made her versatile, experienced and dynamic trainer in her own unique way, would add value to organizations’ growth and sustainability in improving the nextGEN workforce.

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
1 person ~ RM 1378 / pax
2 persons or more ~ RM 1272 / pax
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance and 6 % Service Tax )
Terms & Conditions:
1. Registration & Fees Policy
Registration is confirmed once registration form is received via fax/email/mail. All Payments/Undertaking Letters/Local Order (LO)/Letter of Approval must be made available and presented prior to the course.
2. Cancellation Policy
Any cancellation must be received in writing within 5 working days prior to the event else 30% payment will be imposed. Any no-show by registered delegates will be liable for full payment of the program fees.
3. Disclaimer & Program Changes Policy
Scientia Training Sdn Bhd reserves the right to amend or cancel the event due to circumstances beyond its control. We reserved the right to modify the advertised topics or course timing whenever necessary.
1. Fax 03-6207 6727
3. Payment shall be made payable to SCIENTIA TRAINING SDN BHD
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