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Training Directory 2021
3A06-3A07, Block A,
Phileo Damansara II,
No. 15 Jalan 16/11, Seksyen 16,
46350 Petaling Jaya,
Selangor Darul Ehsan,

Tel: 603-7955 7778
Fax: 603-7955 1945
Upcoming Trainings & Events
FRONTLINERS- At Your ServiceOnline Learning-Microsoft Teams 4 March 2021
Download Registration Form
Course Fees
RM 650 inclusive SST per participant (MEF Members)
RM 700 inclusive SST per participant (Non-MEF Member)
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.
Target Audience
Front-line staff e.g. Front Desk Assistants, Customer Relations Officers and those who come in constant  contact with the customers.
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)
This course will also be conducted at the following dates/venues
There are currently no events scheduled for other dates or venues.