Customer Service is crucial to businesses because when customer service is top-notch, potential customers will turn into real customers and most likely they will become repeat customers. With excellent customer service, companies will be able to maximize values from the customer not once, but multiple times as the customer trust them, return to repeat purchase and become a loyal follower.

This training aims to guide participants with 6 Key Skills of Customer Service (ABCDEF) on how to attend customers with empathy, patience & professional communication skill. Participants of this course will see value in this training as they will gain knowledge, skills and competencies in the topic which will enable them to build rapport, earn trust and obtain satisfaction from customers.

MARY SALANG
CEO & Founder of Intellect Academy Malaysia
Certified HRD Corporation Trainer
Industry Panel Member, Malaysia University of Science & Technology
Industry Panel Expert, Malaysia Productivity Corporation (MPC)
Affiliate Member, Malaysian Institute of Management (MIM)
MBA, Malaysia University of Science & Technology
BA (Hons.) Business Accounting, University of Lincoln, U.K

Mary Salang is a Human Resource practitioner and Learning and Development (L&D) leader with over 20 years corporate experience for global and local companies. Her recent project was on a Human Resource Development Corporation training programme for 200 participants of B40 group and Gerak Insan Gemilang (GIG) on business management.

Mary has done several Leadership Development programmes for established companies, namely “Managing Generations Gap”, for a leading automotive company in Malaysia and “Talent Management Framework”, for the biggest retail book company in Malaysia.

Mary launched “Service From The Heart” a Customer Service Training project for a global retail company having presence in 8 countries (Malaysia, Singapore, Indonesia, Thailand, Macau, Philippine, Australia & New Zealand), representing over 300 impressive luxury brands with 4,000 employees.

Mary developed a programme framework on Customer Service, Emotional Intelligence and Consultative Selling and implemented it for 1,000 retail customer service professionals for a leading telecommunication company in Malaysia. She was appointed as official delegate and speaker for Telco mobile summit in Xi An, China and Jakarta, Indonesia.

Mary was the Learning & Education Program Initiator for YezAsia, an entrepreneur development education program for Gen-Z aged 10 to 18 years old. She provided training in “Personal Branding for Business School” students of Taylor’s University and “Impact of Technology on Retail” for Retail Management’s students of Berjaya University College.

Mary’s MBA case study research entitled “How Technology Is Progressively Impacting The Future of Retail Industry in Malaysia”, covers digital learning tools such as Virtual Reality, Augmented Reality, Gamification, eLearning and Learning Management System (LMS).

Her expertise is in Human Resource Management, Customer Experience & Service Culture, Brand Management, Business Process Improvement, Change and Performance Management. Key Industries: Telecommunication, Retail, Education and SMEs Businesses.

Our consultant is an experienced specialist in professional development and digital marketing.
She has been spearheading a global development company, primarily the management consulting wing specializing in providing world class professional development, human capital development and social media marketing solutions. She was involved with ensuring progressive growth of the business through management of its Advisory functions. Currently she is the CEO of a digital marketing firm in Malaysia.

Her everyday role entails; strategic planning, managing and leading teams in diverse roles, sales/ marketing/ advisory/ operations management, digital marketing, market expansion strategies, business development initiatives, competitive and market intelligence, determining pricing strategies and control and monitoring of budget/spend of products under the portfolio.
Her unique interpretation of online business allows her to travel the globe as a speaker, trainer and consultant, working with multiple organisations.

She has served participants from:
SIRIM , Malaysia
MATA , Malaysia
Palace of the Golden Horses, Malaysia
Royal Chulan, Malaysia
Bank Islam, Malaysia
B Braun Malaysia
Total Worx Asia
Lafarge Cement
PETRONAS Malaysia
Dragon Oil Dubai
Halliburton
Zimbabwe Power Corporation
Canon
National Bank Of Malawi
PNG Ports Corporation Limited
Qatar Petroleum Company
Qatar Petrochemical Company (QAPCO)
The Tanzania Institute Of Bankers
Alinta Energy Sydney, Australia
Celestica Malaysia Sdn Bhd

We have a faculty of specialist and can cater to your organisation's different levels and specific needs.

For training and advisory services, feel free to contact us at info@itrainingexpert.com or call us at +603 8082 3707 | +603 8074 9056 | +6012 6869 628 | +6018 2175 123

“I was not interested to attend this training initially. However, I learned more about how to handle different type of customers. After the training, I felt very motivated and interested in more training session like this. The trainer did not make me feel bored and the training was interesting. She is one of the best trainers I have met.”_ Durgaa Thasarathan, Billing Executive of ViewQwest Management Sdn Bhd

“During the course, I learned about how to be good at handling customer/people’s emotions. After the training, I felt I could practise what I’ve learned throughout the course. The trainer is great trainer, would everyone to attend her programs.” Muhammad Fadhil, Technical Support Engineer of ViewQwest Management Sdn Bhd

*This course fee is applicable for online training

1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.