Expert customer service consultants provide on-target customer service consultation & skills to etablish mind-set change towards improving a service excellence culture aimed at increasing profitability and corporate image.
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  Training Programme
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Road Map to Customer Service Excellence


Exclusively delivered by Master William Leon Chua


Establishing a service excellent platform and developing the requisite impetus will launch a greater momentum in the way customers can be better served and retained, as well as attract customers from your competitors





Obsession with the customer is the single most vital factor in business success today! The main priority in any business must be to win and keep the customer, with emphasis on building a growing customer base. Failure to do so simply means no profits, no growth, no jobs, and no business! Success will come in our competitive world to those who recognise that:


  • The customer is the business''''''''''''''''s biggest asset;
  • The customer pays all salaries, wages and dividends;
  • The customer will go where he receives the best attention;
  • You must be your customer''''''''''''''''s best choice!

It has become the great driving force in all ambitious companies to put the customer first. This is now accepted as the route to gaining the competitive edge. A steadfast customer service culture is one of the most important pillars of success. This program provides great coverage to do just that.


This program is a highly pragmatic and informative, exclusively designed for managers and executives from all departments. It covers a wide spectrum of key areas where knowledge, attitude, skills and habits will be fine tuned in tandem with the strategic steps to take on the right impetus to achieve a service excellent culture. Such a culture will increase productivity and profitability.


Challenging as it may be, this program provides the key steps towards establishing a WINNING SERVICE CULTURE.


This program is for Managers and Executives.






  • To create awareness on the importance of service quality excellence, and providing the pathway and the tools to achieve the desired results.
  • Understand the concept of customer service improvement process and initiate change to improve company''''''''''''''''s overall performance
  • Retain and grow the customer-base towards achieving higher profitability
  • Participants will be guided to establish a customer service culture in the Organization.





Decide on Your Core Business


Know your Customers & your Competitors


Create a Realistic Vision


Define the Moments of Truth


Reviewing and Improving your Staff''''''''''''''''s Attitude


Recognize and Reward Service Excellence


Reviewing the 12 Steps to Customer Service Excellence


Into the Mechanics of Work Processes Re-engineering


Give Good Service to One Another



Create the Customer''''''''''''''''s Experience


Profit from Complaints


Stay Close to your Customer - Applying the D.A.F.T Principle


Applying the S.E.R.V.E. Formula


Set Higher Service Standards


Reviewing and Re-engineering the Psychosocial Work Environment


Implementing Strategic Intent towards your Service Mission


Develop, Design and Implement the Service Program


Customer Satisfaction Audit (Guidelines are provided via a Structured Manual for effective application)




Lecture, Motivation, Videos, Case Study, Service Audit,  Group interaction, Assignments




Jambri bin Ahmad, Manager - Brightsteel

Very good performance. Easy to follow and understand

Gurinder Pal Singh, Manager - Ramco

Very good. Gives an overview and framework to implement customer service excellence programs in my company

Yeap Nyook Sim, Manager - Forward Freight

Mr. William notes are well prepared and precise. His delivery is enjoyable

Zainum Aowin, Manager - Netscape

Mr. William experience value add to the course



Motivational Speaker / Customer Service Consultant :

One of the foremost management consultant & corporate training facilitator in Asia

Dr. William Leon Chua


Dr. William Leon Chua  BA  MBA  PhD is the Founder and Principal Consultant of DRC Management & Training PLT (formerly known as COMBATIVE RESOURCES Worldwide). William is a sought-after management consultant; and compelling corporate trainer & motivator on leadership, teamwork, interpersonal skills, communication skills, strategic marketing, professional selling skills, customer service, corporate & social ethics, mind-set change, and high performance management; he speaks to audiences around the Asia-Pacific Region, and occasionally in Europe.

He is the director, producer & actor of two corporate training videos - ''''''''''''''''Manifestation & Transformation'''''''''''''''' and ''''''''''''''''The Kung-Fu of Business Management''''''''''''''''. The video - Manifestation & Transformation is a video on paradigm-shift that challenges our thoughts in tandem with what Mother Nature has to offer and that success is within everyone''''''''''''''''s reach be it leadership, better organisational skills, strategic marketing or professional selling skills, rendering better customer service and in any fields of endeavour including personal development. As for the video ''''''''''''''''The Kung-Fu of Business Management'''''''''''''''', it is a great expound on Age Old Wisdom with the Way of Modern Management. Dr. William is able to infuse the maxims, concepts and philosophy of the Martial Arts and Strategic Warfare into the essence of Modern Management based on his more than 30 years involvement in the Martial Arts. Both videos offer learnable and measurable skills that make organizations more competitive, more profitable, managers more leadership driven, people more productive and relationships more positively energising.

He is a member of the Malaysia Association of Professional Speakers (MAPS) and a registered corporate trainer with the Human Resource Development Federation of Malaysia (HRDF).

He has also facilitated customer service programs to Putra Business School & The University of Nottingham, including Leadership & Organisational Skills for College Damansara Utama (KDU). Beyond the academic industry, he has also facilitated customer service seminars to banks such as Affin Bank & Hong Leong Bank; insurance companies like American Home Assurance & Progressive Insurance and hotels such as Cititel& One World etc. His entirety on facilitating customer service excellence stretches to various industries from the retail, manufacturing, forwarding including the hospitality industries. Value added to his customer service experience of having worked in various industries, he has also attended a program on - Quality Development & Measurements in Service Organisations facilitated by Professor Bo Edvardsson, Director of Service Research Center, Sweden

Academically - he has acquired a Diploma in Sales Management, a Diploma in Business & Management, a BA major in Psychology, an MBA and a PhD in Organisational Behaviour.

In the past, he has worked in a managerial capacity with eleven companies including multi-nationals, both locally in Malaysia and in Canada & Hawaii; designated in various positions, some of which are Branch Manager, Agency Manager, Training & Development Manager, Branches Operations Manager, Group Marketing Manager, Group Human Resource Manager, General Manager & CEO. His work exposure in industries such as financial & investment, construction& manufacturing, time-share & hospitality, etc. has complemented his academic pursuit to enable him as an effective management consultant & corporate trainer. During the last 16 years he has facilitated a myriad of seminars to more than 750,000 professionals (from more than 500 Companies), including students. Besides, he has also trained more than 5,000 of his disciples in the way of the mixed martial arts from year 1982 to 2000.

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



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Expert customer service consultants provide on-target customer service consultation & skills to etablish mind-set change towards improving a service excellence culture aimed at increasing profitability and corporate image.