Customer Service Training | HRDF Claimable
— 2-Day Course—

Customer engagement is more than just good service — it’s the foundation of lasting relationships and brand trust. Every call, conversation, or moment of support shapes how customers perceive your organization. Exceptional service not only boosts satisfaction but also builds loyalty, drives repeat business, and strengthens your reputation.

That’s why knowing how to respond, assist, and guide customers effectively is no longer optional — it’s essential. This Customer Service course is designed to equip your team with the skills and confidence to handle any customer interaction with professionalism, empathy, and impact.

Customer Service Training Malaysia

(2900+ ⭐⭐⭐⭐⭐ Positive Google Reviews)

What is Customer Service Training?

This Customer Service course is designed to help your team deliver memorable, high-quality service at every touchpoint. Through practical techniques and real-life scenarios, participants will learn how to communicate clearly, manage customer expectations, and handle difficult situations with professionalism. The goal is to build confidence, improve customer satisfaction, and create lasting impressions that strengthen your brand.

Why is it important to have Customer Service Skills

The customer service team is usually the first person customers talk to. Our Customer Service Course aims to create representative that are professional, friendly, and helpful attitude immediately builds trust and sets the tone for the entire experience, including:

• • Create Great First Impressions
    The customer service team is usually the first person customers talk to. A professional, friendly, and helpful attitude immediately builds trust and sets the tone for the entire experience.
  • Meet and Exceed Expectations
    With social media and online reviews, customers today expect more than just basic service. Good skills help staff deliver experiences that align with the company’s promises and go beyond what’s expected.
  • Adapt to Different Customer Profiles
    Customers differ in age, culture, and communication preferences. Customer service skills help staff adjust their style to suit different people, making the interaction smoother and more respectful.
  • Handle Various Situations with Flexibility
    Not all customer interactions are the same. Service staff need to think fast, stay calm, and respond appropriately to complaints, questions, or unusual requests.
  • Go the Extra Mile
    Memorable service often happens when staff do a little more than what’s required. This could be offering useful advice, following up on an issue, or simply being kind and thoughtful.
  • Present a Professional Image
    How staff dress, speak, and behave reflects directly on the company. Good grooming and etiquette help establish the business as trustworthy and high quality.
  • Deal with Difficult Customers Calmly
    Some customers will be upset or hard to handle. With the right skills, staff can stay professional, de-escalate the situation, and still leave the customer feeling respected.
  • Boost Company Reputation and Loyalty
    When customers are treated well, they’re more likely to come back and tell others about the good experience. This builds a strong brand and long-term business success.

Benefits to joining this course on Customer Service

This course touches on the important aspects that make up the foundation of excellent customer service, including:

• • Learn how to handle difficult customers calmly and professionally
    Gain proven techniques for de-escalating tough situations without losing control or confidence.
    
  • Improve communication and active listening skills
    Understand what customers really need and respond in a way that builds trust and satisfaction.
    
  • Deliver service that goes beyond expectations
    Discover how small actions can leave a big impact and turn a regular customer into a loyal one.
    
  • Build confidence in face-to-face and phone interactions
    Whether it’s in-person or over the phone, speak clearly, respectfully, and effectively.
    
  • Understand how your role shapes the company’s image
    Learn why your attitude and service directly influence how people perceive your organization.
    
  • Apply practical tools like the STAR and KANO models
    Use structured approaches to solve service problems and improve customer experience.

Who Should Join this Customer Service Course?

This course on Customer Service should be attended by those who are involved or are going to be involved in customer engagement. The following should consider joining:

• • Frontliners
  • Customer service officers
  • Support staff
  • Call centre agents
  • Sales personnel
  • Team leads and supervisors
  • Anyone involved in direct customer interaction

Course Prices and Schedule

Why Choose us?

Materials and laptops are provided

Tired of dragging your laptop around? Don’t worry—we’ve got you covered. Every course includes a ready-to-use laptop, printed handouts, and take-home reference materials. All you need to bring is yourself. This way, you can focus fully on learning, not logistics.

We are fully HRDF Claimable

All our courses are HRD Corp (HRDF) SBL-Khas claimable, so you can train your team without financial stress. From management to technical courses, your company can claim up to RM10,500 per day for in-house sessions.
Need help with the grant application? Refer to our guide here!

Certificates

After the end of the Customer Service course, you will be issued a Certification of Achievement.

We have experienced trainers

Our trainers aren’t just teachers—they’re seasoned professionals who have spent over 20 years in the field. They simplify complex concepts, bring real-world examples to the classroom, and use proven teaching techniques to help you apply what you learn in your job immediately. For every courses for HR, expect engaging sessions with practical impact.

CIDB & MOF Registered Provider

Our institute is a registered training provider for the Construction Industry Development Board (CIDB). As such, we provide CCD points under the Continuous Contractor Development program as required by the construction industry. Participants from the construction industry will receive CCD points for attending our training courses. We are also a registered training provider with the Ministry of Finance, MOF.
Want to know how to renew your CIDB license? Click here!

Beginner Friendly

We are known for our tagline “Start from zero!” – students do not need any prior knowledge or experience to take out basic courses and with our experienced trainers, you’ll be guided all the way from beginning to the end. 

Conductive Learning Experience

Our classes prioritizes more on the practical aspects rather than the theoretical with a ratio of 70:30 – we found that this approach is more effective in helping participants learn and remember. 

Enrol Now

If you’re interested in applying for the course, fill-up the form and take your first steps toward delivering service that stands out!

Classroom Training and Facility

For this Customer Service Training Malaysia, our facility is situated in Bandar Puteri, Puchong and is just a 2-minute walk from the Bandar Puteri LRT.

Bandar Puteri, Puchong

There is also a parking complex that’s only a 3-minute walk to and fro our Training Centre, making sure that participants do not have to worry about taking a hike just to reach the CAD Training Centre. There are also numerous restaurants nearby, with options to match!

Our training sessions are held in a classroom setting. In the courses for HR, the instructor teaches the theory and shows various practical examples.

Participants also get to try out numerous exercises and experience the learning-by-applying concept.

The training style consists of 70% practical and 30% theory, workshop style. We intend that students learn more by doing rather than just listening.

You will receive personal guidance from our trainers during the class.

Our trainers will have Q&A sessions to answer the various questions throughout the class.

Our typical class size is between 6-10 students. This setup allows our trainers to spend more time with each of their students. 

In-house and Corporate Training

We offer in-house training programmes based on the participants request. Our trainer will conduct the training in the location of your choosing.

Related Articles

• • What is Customer Service, and why it’s important [Investopedia]
  • Why Great Customer Service isn’t just important, It’s a Necessity [Help Scout]
  • The Importance of Customer Service: A Key Driver of Business Success [Cuppa]
  • How Excellent Customer Service sets Companies apart [Forbes]
  • Importance of Customer Service [Mail Chimp]

Frequently Asked Questions (FAQ)

What is this customer service training programs about?

This 2-day Customer Service course is designed to develop the mindset, skills, and behaviours needed to deliver excellent customer service. It focuses on impactful communication, handling difficult situations, understanding customer needs, and aligning service delivery with organizational values. The course helps participants build professionalism, emotional intelligence, and practical techniques for creating a positive customer experience from the first interaction to the final follow-up. 

What are the benefits?

This Customer Service Course is most often the first contact point for customer engagement and it is crucial to create a good impression and lasting positive customer experience for the customers, which includes:

• • Learning how to engage with customers professionally and effectively across different situations.
  • Build confidence in handling complaints, difficult customers, and conflict resolution using proven frameworks like the STAR Model.
  • Understand what customers truly want through tools like Voice of Customer (VOC) and the KANO Model.
  • Improve personal grooming and communication to leave a positive and lasting first impression.
  • Align your service with organizational goals to build stronger brand trust and loyalty.
  • Boost your ability to adapt your communication style for different customer profiles and cultural backgrounds.

What are the prerequisites?

No strict prerequisites are required. However, it is recommended that participants:

• • Have direct interaction with customers in their role (frontliners, sales, service teams, etc.)
  • Possess a basic understanding of workplace communication
  • Are willing to actively participate in group discussions, role-plays, and workshops

Is this HRDF Claimable?

Yes, all of our courses–including this Customer Service Training  are HRDF claimable. If you don’t know how to apply for HRDF (Under SBL-Khas), you can refer to this guide here!

Will I receive a certificate after the course?

Yes, participants will receive a certificate of completion by the end of the Customer Service Course, which is useful for HRD corp. claims and professional development records.

Is this Customer Service Training suitable for non-customer-facing employees?

Yes, it’s helpful for any employee looking to improve how they communicate and represent their company in any customer interaction.

How long is the course, and what is the daily schedule like?

This is a 2-day course from 9:00 AM – 5:00 PM, including breaks and hands-on group activities.

Will course materials be provided?

Yes, participants will receive handouts, and references for immediate use at work or to refresh their knowledge.