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EMC - ELCO Management Consultants Sdn Bhd


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SM-105 Telephone Skills & Customer Care

(100% Claimable under HRDF SBL Scheme)

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In the 21st century it is not an exaggeration to state that the 'Customer is King'. We are all 'Customers'. And we are all aware of the greater choice available to us in purchasing anything, compared to twenty years ago. And the choices grow day by day. Therefore it is now vitally important for businesses to, not only attract first time customers, but more importantly, to turn those customers into 'repeat and return' customers. Millions of dollars are lost every year because of poor handling of customers by company staff.

 But customers who are consistently well handled will return again and again - bringing you more business. Bad telephone technique and poor customer care will lose you customers. If statistics show that it costs eight times as much to find a new customer, compared to keeping an existing one, isn’t it in your interest to try to retain and expand your existing customer base?

This course is essential if your staff have not been trained in telephone skills and effective customer service skills. Well-trained staff will help you to retain more customers ... and improve your bottom line!


Section 1: Understanding of who are Internal & External Customers

     ·         Customer Service Skills

     ·         The ‘People First’ Approach

     ·         What influence customers & why companies lose customers?

     ·         Who are your customers?

Section 2: Importance of Customer Service & Customer Care
·         How individuals contributes to the company’s overall image
·         Customer Needs & Expectations
·         The difference between ‘ordinary’ and ‘extraordinary’ service
·         Your commitment to Quality Service & How to create Customer Delight
·         How to handle complaints – Turning Them into Good Business
·         Building effective relationship with your Customers

Section 3: Techniques necessary to be effective on the telephone
·         The Golden Rules of communicating by Telephone
·         Using your voice well & first impressions
·         Using the telephone
           i.     Answering incoming calls
           ii.    Re-routing calls
           iii.   Outgoing calls
           iv.   Putting on hold/Transferring calls
·         The Dos and Don’ts of Speaking on the Telephone
·         Dealing Awkward Callers & Difficult Calls




This course is a must for all Customer Service Representatives, Receptionists, Call Centre Staff, and anyone else who interacts directly with customers.

 LocationKuala Lumpur
 Date17 July 2014
 VenueConcorde Hotel, Shah Alam
 Rate RM 850 nett per pax
 RegistrationClick Here


This is a one day course running from 9.00am to 5.00pm.


Mr. Edwin Lim was graduated with an Honours Degree in Electrical and Electronics Engineering from Universiti Kebangsaan Malaysia, majoring in Power Engineering.

He has been actively involved in the field of quality management system for more than 7 years. Since the beginning of his working career, he was proactively and passionately involved in the continual improvement of the quality management system and processes. He has assisted in the constant monitoring and maintaining of the integrity of the quality management system, to create quality-mindedness and ensure proper system implementation at all levels and departments, and to further enhance the effectiveness and efficiency of quality management system.

As a consultant of Elco Management Consultants Sdn Bhd, he has assisted companies in the setting up of the management systems, reviewing their implementation, and obtaining the final certification. He has conducted many training on quality (ISO 9001: 2008), environment (ISO 14001:2004), occupational safety and health (OHSAS 18001:2007) management. He was also involved in other management systems such as medical device ISO13485: 2003, ISO/ TS 16949: 2009 and aerospace AS 9100 (Rev C).

Over the years, he has accumulated vast and practical experiences in the quality, environmental, safety and health management system. He helps many companies to further enhance the effectiveness of their management systems, fine-tuning complex processes, solving problems and preventing defects, setting up and implementing continual improvement programmes, and reviewing of management system performance. With his passion and creativity, he is always energetic, enthusiastic and ever-ready to share his knowledge and impart his technical know-how.

All our training programs will be conducted by using English and Bahasa Malaysia

For more info or registration, kindly contact
Ms Cassandra Tan
at JB Office : 07-352 9002 or KL Office : 03-7804 8002

Organised by: Elco Management Consultants Sdn Bhd (633248-K)

Johor Bahru Office:
NO 27-01 Jalan Harmonium 33/1
Taman Desa Tebrau 81100
Johor Bahru Johor Malaysia
Tel : 07-352 9002  Fax:  07-352 8002
Email :

Kuala Lumpur Office:
11-3A Jalan PJU 1/3C
Sunwaymas Commercial Centre 47301
Petaling Jaya Selangor Malaysia
Tel: 03- 7804 8002 Fax: 03-7804 3001
Email: elcokl@emc.com.my