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Training Directory 2024
3A06-3A07, Block A,
Phileo Damansara II,
No. 15 Jalan 16/11, Seksyen 16,
46350 Petaling Jaya,
Selangor Darul Ehsan,

Tel: 603-7498 7200

Human Resource Management & Development
FRONTLINERS- At Your Service

This course presents a framework for continuous improvement of service where it really counts - at the point contact with the customers. The introduction of the Kaizen concept in this course would enlighten the participants of the effectiveness of applying Kaizen for continuous improvement in their day-to-day work. In addition to this, this course equips participants with strategies and skills that will help them make the most of their day-to-day interactions with people who receive their services, both inside and outside their organisations. Thus, this is considered as an “all-in-one” course for front liners catering for busy service industries.

Topics Covered


Module 1 : Your responsibility in frontline service
- Analysing your job and managing your time for each task
- The negative and positive effect of front liner’s attitude to their customers and  business
- Keeping a service oriented attitude
• Module 2 : Customer Relations
- Understanding various personalities of customers
- Methods of handling each type of customers
- Using your emotional intelligence
- Meeting and exceeding customer needs
• Module 3 : Communicating Effectively
- Understanding body language, gestures and facial expression
- Selling and marketing your service
- Telephone handling skills
• Module 4 : Problem Solving
- Analysing complaints
- Handling customer complaints – the emotion and the problem
- Reducing complaints by continuous improvement (Kaizen)
Target Audience

Front-line staff e.g. Front Desk Assistants, Customer Relations Officers and those who come in constant contact with the customers.

• Lectures
• Discussions
• Case studies
• Video Presentations
Scheme SBL Fee RM600
Duration 7 Hours Members Less Less RM50