Customer Care & Telephone Skills

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Elevate your customer service team's skills with our HRDC certified Customer Care & Telephone Skills training program in Malaysia. Our comprehensive course covers essential communication techniques, effective problem-solving strategies, and best practices for handling customer inquiries over the phone.

At Professional IT Academic Sdn. Bhd, we are committed to providing top-notch training programs that empower individuals to excel in their roles. Request a quote today to learn more about how our Customer Care & Telephone Skills training can enhance your team's performance and drive customer satisfaction to new heights.
Learning Objectives

1. Understand the importance of effective communication in customer care: Participants will learn the significance of clear, concise, and empathetic communication when dealing with customers over the telephone. They will understand how their tone, language, and listening skills can impact customer satisfaction and loyalty.

2. Develop active listening skills: Participants will learn how to actively listen to customers' concerns, questions, and feedback in order to provide appropriate and personalized solutions. They will practice techniques such as paraphrasing, summarizing, and asking clarifying questions to ensure they fully understand the customer's needs.

3. Enhance problem-solving and conflict resolution skills: Participants will learn how to effectively handle customer complaints, resolve conflicts, and turn challenging situations into positive experiences. They will practice de-escalation techniques, negotiation skills, and problem-solving strategies to address customer issues in a professional and timely manner.

Content Delivery Method

Physical, Virtual

HRD Corp Certified Course


Duration and Language

1 to 2 days; English

Target Audience

Suitable for employees at all levels

Key Skillset Addressed

1. Effective communication
2. Active listening
3. Problem-solving