Customer service excellence can and must be achieved. Our services are rendered to companies in Malaysia and across Asia and other parts of the Globe
  Untitled Document
Untitled Document
Untitled Document
  Training Programme
Career - Edu - Advancement
Company's Profile
HRDF Information on SBL Scheme
International Free-Style Martial Arts Academy
Leadership and Management Seminars
Marketing-Sales-Service Seminars & Workshops
Motivational Videos by Dr. William Leon Chua
Motivational Workshops
Our Clients
Public Training Calendar Year
Teambuilding-Teambonding Workshops
Customer Service & Telephone Techniques




Often the telephone is taken for granted. In this seminar participants will be made to realize the importance of the telephone and how to speak effectively and accordingly.



·         Improve customer service via telephonic skills

·         Improve attitude towards the customer

·         Learn to use the right tone of voice

·         Learn to use the right choice of words

·         Learn how to handle different callers





Customer Service

§ Concept of Customer Service

§ Understanding the Psychology of the Customer

§ Who is a Customer?

§ Importance of Customer Service

§ Building a Customer Oriented Culture


Importance of Attitude in Customer Service

§ Understanding Attitude.

§ Identifying Positive Attitudes from Negative Attitudes.

§ Importance of Attitude in Building a Service Oriented Culture.

§ Attitude and Image

§ Presentation of Oneself


Telephone Techniques

§ Telephone Communication: Purpose and Advantages

§ Handling the Telephone

§ Your Voice

§ Receiving Calls

§ Greeting Callers

§ Introduction

§ Effective Listening

§ Managing Objections

§ Taking Down Messages

§ Transferring Calls

§ Filtering Calls

§ Managing Difficult Callers

§ Ending the Call

§ Follow – up Call

§ Giving Bad News

§ Statements to Avoid


Towards a Customer Oriented Culture

§ Characteristics of a Service Provider

§ Recognizing Strengths and Weaknesses in Providing Service

§ Preparation of an Action Plan towards Building a Customer Oriented Culture.


Duration: 2 Days


Target group: Telephone operators, receptionists, call-centre operators





Dr. William Leon Chua PhD, is the Founder, Chief Trainer and Principal Consultant of DRC Management & Training PLT. He is a sought-after management consultant; and compelling corporate trainer & motivator on Leadership Empowerment, Strategic Management, Teambuilding, Inter-personal & Communication skills, Strategic Marketing, Professional Selling Skills, Customer Service, Sun Tzu Art of War, Corporate Ethics, Mind-set Change, TQM, and High Performance Management etc. He speaks to audiences in Malaysia, around the Asia-Pacific Region, and occasionally in Europe.

He was a member of the Malaysia Association of Professional Speakers (MAPS) & the Malaysia Institute of Management (MIM) and a registered corporate trainer with the Human Resource Development Federation of Malaysia (HRDF).

Academically - he has acquired a Diploma in Sales Management from IMM, a Diploma in Business & Management from Swansea, a BA majoring in Psychology from University of Hawaii, a MBA and a PhD in Organizational Behavior from IUKL.


Working Experience - With his more than 30 years of multi-industrial experience complemented with his 20 years as a professional corporate trainer, he has amassed volumes of skills and ideas. He is more than a lecturer, he is a corporate trainer qualified with years of in-depth multi-industrial experience. During this 2-day program he will impart 30 years of his research and invaluable experiences on the subject matter to the participants.

All in all, he has provided corporate training to more than 700 companies ranging from manufactories, universities, hotels, wholesalers……to banks and insurance companies etc.


His approach to facilitating seminars is – research-based & up-to-date informative, entertaining, highly motivating and at the same time, serious in approach to ensure that learning is effectively projected into action and results.


Untitled Document
Copyright 2021. All Rights Reserved. Developed by Lagenz.
Customer service excellence can and must be achieved. Our services are rendered to companies in Malaysia and across Asia and other parts of the Globe