Quality Dynamics Consultancy Sdn Bhd presents

Feb 27, 2018 (9am - 5pm) at Horizan Hotel, Kota Kinabalu, Sabah

Customer Service & Telephone Techniques (Sabah)

(by Mr. Hamdi Othman )


In today’s competitive business, there is always a need to be in the forefront of your competitors. Excellent customer service is viewed as a key element to build and upkeep corporate image and to ensure repeat business. Therefore it has become the more important for organizations to build and nurture a customer focused culture. Many organizations have realized this. They have taken positive steps to make their staff customer focused. This program is geared towards providing the participants a complete picture of the importance of providing excellent customer service, both over the telephone or in person. Providing excellent customer service is everyone’s business. It is on – going. Training, coaching and constant reminders are essential to maintain this customer focused culture. This practical oriented workshop intends to do just that.

program content

Customer Service
1.     Concept of Customer Service
2.     Understanding the Psychology of the Customer
3.     Who is a Customer?
4.     Importance of Customer Service
5.     Building a Customer Oriented Culture

Importance of Attitude in Customer Service
1.     Understanding Attitude.
2.     Identifying Positive Attitudes from Negative Attitudes.
3.     Importance of Attitude in Building a Service Oriented Culture.
4.     Attitude and Image
5.     Presentation of Oneself

Telephone Techniques
1.     Telephone Communication: Purpose and Advantages
2.     Handling the Telephone
3.     Your Voice
4.     Receiving Calls
5.     Greeting Callers
6.     Introduction
7.     Effective Listening
8.     Managing Objections
9.     Taking Down Messages
10.    Transferring Calls
11.    Filtering Calls
12.    Managing Difficult Callers
13.    Ending the Call
14.    Follow – up Call
15.    Giving Bad News
16.    Statements to Avoid

Towards a Customer Oriented Culture
1.     Characteristics of a Service Provider
2.     Recognizing Strengths and Weaknesses in Providing Service
3.     Preparation of an Action Plan towards Building a Customer Oriented Culture.


An interactive approach involving lectures, case studies, self-assessment, questions and answers, simulations and games would be adopted.

who must attend

Especially designed for all employees who are in daily contact with customers. It will specially benefit receptionists, counter staff, customer service personnel, telephone operators, and other front line personnel.

investment fee / early bird by 13/02/2018

Standard: RM 915.00 nett / RM 865.00 nett per participant

Group discount: RM 865.00 nett / RM 815.00 nett per participant for a minimum of 2 participants from the same company

(Fee inclusive of Refreshment, Buffet Lunch, Training Bag, Handouts,  & Certificate of Completion)

registration & payment


Please register online through www.qdc.com.my or call 03-78054587 / 03-78044196. Our phone line operation hours are from 8:30am to 6:00pm from Monday to Friday.

All registration MUST be accompanied with PAYMENT.

Completed registration form with CHEQUES should be made in favor of "Quality Dynamics Consultancy Sdn Bhd" and sent to:

(FEE PAID IS NOT REFUNDABLE but replacement may be made at no additional cost. Quality Dynamics Consultancy Sdn Bhd reserves the right to cancel or reschedule the above course and shall inform participants of the changes)


Mr. Hamdi Othman graduated from University of Scranton, USA in MSc Human Resource Administration and University Science Malaysia in B. Social Science. He received considerable training and the noted ones are; Management Consultancy (NPC & FGU, Germany), Advanced Management Consultancy (PSB, Singapore & JICA, Japan), Total Quality Management by RIPA Institute, London and TNA by APO, Japan.

He has extensive knowledge and experience as a trainer, coordinator, consultant and manager while attached with the Malaysia Productivity Corporation (MPC) since 1978. Started as a trainer in entrepreneurship, he later progressed into the subjects of TQM, QCC/ICC, 5S, introduction to P&Q, sales and marketing, effective communication, motivation, strategic planning, supervisory and general management programmes for public and private organizations. He also had presented papers and conducted training for international participants in Malaysia and overseas such as in India, Japan and Philippines.

Mr. Hamdi’s vast exposure, knowledge and experience, his areas of expertise are entrepreneurship, effective interpersonal communication, training needs analysis, TQM, introduction to productivity, event management, motivation and job satisfaction, leadership, customer service excellence, strategic planning, introduction to benchmarking, good housekeeping (5S) and general management. Among his satisfied customers are Petronas Dagang Bhd., Asian Productivity Organization, Fujitsu (M) Sdn. Bhd., Toshiba (M) Sdn. Bhd., Ryoden (M) Sdn. Bhd., MARA, Dewan Bandaraya Kuala Lumpur, Dewan Bahasa & Pustaka, UiTM, International Islamic University Malaysia, Universiti Perguruan Sultan Idris and MATRADE, MITI, Universiti Utara Malaysia, Seremban Specialist Hospital and Permodalan Nasional Berhad.