Customer Service Training

Do you create positive, lasting impressions with your clients whenever you interact with them? Have you retained your old clients while attracting potential ones? If your answer is NO then there might be something wrong with your company’s customer service process. In order to gain loyalty and magnetize potential clients, an organization must present world-class service to them.

Discover how to positively connect with your clients with a Customer Service training course from PD Training. This course demonstrates sensible ways to retain your valuable clients and win repeat business. The training illustrates how to gauge your organization’s ability to meet and surpass your customers’ needs and expectations. A good customer service program does not only affect the interaction between employees and clients, but employees with superior customer service skills experienced a higher sense of commitment to their jobs.

Make the first move toward becoming more customer service centered by enrolling in this course. This fun and engaging Customer Service Training Course is available now throughout Malaysia and Kuala Lumpur.

This Customer Service training course can be delivered at your premises by one of our expert local or international trainers or live online using our HIVE technology.

Contact us today for a quote or enroll now into the next public course date.

Your Learning Outcomes

  • Explain what customer service means in relation to internal & external customers
  • Recognize how one's attitude affects service standards
  • Master ways to develop & maintain a positive, customer focused, attitude
  • Develop needs analysis techniques to better address customer needs
  • Apply outstanding customer service techniques to generate return business
  • Practice techniques for developing good will through in-person customer service
  • Formulate take away techniques for service excellence over the phone
  • Gain insight to connecting with customers online
  • Master techniques for dealing with difficult customers
  • Acquire tools for recovering difficult customers
  • Understand when to escalate
Duration: 1.0 day course Live Online Experts


Customer Service Training Reviews:

"It was fantastic to have Jessica come in and train our team. The course was highly appropriate for our support centre and I believe each individual benefited from the training provided. Jessica did a fantastic job of engaging each of the staff members and had each of them contribute to the day. She tailored the training to our specific requirements and worked on the fly where needed to get the most out of our team. Ryan has done a great job to sort through any concerns or initial reservations that I had in regards to training and helped pick the right course for our team. Overall a really great experience and I will be recommending follow up courses to my management team in future.


I have always received fantastic service, co-operation and response from PD Training. They always go an extra mile to serve their customers. I strongly recommend PD Training to all my industry colleagues.

-Clayton Salon

The trainer Kirsty was organized topic of training very well. She made satisfied my expectation of this training. Thank you very much.

-Menya Noodle Bar

This was one of the best trainings I have participated in, my team were all really impressed and enjoyed the training immensely. Thank you Michaela was terrific!!

-Grampians Community Health

Sally was a really great teacher. She was positive, helpful, really friendly and she answered every question I asked her. She made it a really enjoyable course! Thank you!

-Freebott PTY LTD

It well structured and the facilitator was very friendly and clear.

-Freebott PTY LTD

The course was very well run and I think everyone enjoyed it, it was topical and everyone seemed to have input.


The course was dynamic, relevant and well received by all participants. Troy is a confident and engaging trainer who delivered a fantastic session. I will be recommending this course and your company for future AEC training requirements.

-Australian Electoral Commission

I really enjoyed the course and thought the presenter was excellent. His personal recounts were relevant and topical. His engagement with staff was excellent... I gained a refreshed outlook and up to date information.

-Australian Electoral Commission

Very good training, would recommend to friends in 'Customer Service Roles'.


What enhanced the session was the enthusiastic participation and input by all members of the group.


Awesomenessly awesome!!


Trainer had a high level of energy and understanding of group dynamics.

-Tafe NSW

I thought that the course was a great help to the Library Staff.

-Tafe NSW

Pam made a subject that could have been very boring exciting and interesting to learn. Enjoyed all her stories and created a great rapport with all staff.

-Tafe NSW

Full of fun and very useful session. it was worth attending it.

-Tafe NSW

Held our interest all day, very professional.

-Grampians Community Health

Congratulations to Michaela. She involved all participants in the activities/discussions and was very flexible in how parts of the discussion went and then easily brought us back to the main aim of the course. Her summations was great as well.

-Grampians Community Health

Michaela is a fantastic trainer, she really knows her stuff, delivery was great. Fantastic day can't say enough nice things about the whole experience. Thank you.

-Grampians Community Health

Nothing the Trainer we had was one of the best I have had over the 7 years I've been here.


Karen was great! Energetic, encouraged a laugh and it didn't like a boring training course at all it was educational yet fun!!


Fantastic Trainer - look forward to her presenting other courses that I will be invited to. The course reminded me to apply my customer skills so that customers can get 100% satisfaction.


One of the most beneficial courses i have ever attended. Anne was very helpful and professional. She is worth more money.


Julie was a wonderful presenter. She was able to tailor the session to address the issues/needs identified during the session for individuals and made it relevant for the group.

-Queensland Parliamentary Service

I would just like to say that the course was a lot of fun and certainly gave insight to things I had not been aware of before even though I have spent many years in Customer Service. Thanks for a great experience.


Having been to many seminars and courses over the years, it was refreshing to have an overview of the experiences I have gained. I guess the most useful part of the course was the "up-to-date" customer greetings face to face and over the phone. Time change I guess. I enjoyed the interaction with my fellow workers and the chance to have my own input.

-R&S Trading

I found that team work was really helpful and talking bout what everyone else has experienced and how to deal with it.


The presentation was very professional & the subject is a big part of our day to day life dealing with clients, fellow workers & family/friends.

-MGA Insurance Brokers Pty Ltd

Speaker was great! very funny and made it a bit more fun! :)

-MGA Insurance Brokers Pty Ltd

The trainer was very friendly and enthusiastic and made the course very interesting.

-MGA Insurance Brokers Pty Ltd

Anne was great - very engaging - I felt that I can use the tools she has given me.

-Dept. of Sustainability Environment Water Population and Community

Trish did a fantastic job with our slightly dysfunctional group. Her background knowledge on neurology and the way the brain works in terms of 'being present' and 'above the line' was GREAT! To be honest I thought this course was going to be dull and bland but experienced the complete opposite, would recommend a training session with Trish anytime!

-Armada Solutions

Trisha delivered the session in a great way, I was impressed with her knowledge and I believe we gained good value out of the exercise.

-Armada Solutions

Love the way the course was set out very fun and friendly.

-Department of Health (Vic)

I though Ann was absolutely FANTASTIC. Very friendly, outgoing and fun without being unprofessional. Easy to listen to and understand - you have a great trainer on your hands!

-The Sound Alliance

Thank-you Simon. The day left me feeling positive and refreshed ready to go forward with many new and revamped ideas.

-Almax Aluminium

I was a bit skeptical about this, as I usually am with these sort of things. But I found it to be a really enjoyable & easy experience, and I feel that everyone in the course not just myself could take a lot away from it.

-Vinidex Pty Ltd

More happy clients

Download Course Outline (PDF)

In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service. In order to achieve this it is important to ask yourself some questions:
  • Do you or your staff have the right skill sets to deliver exceptional customer service?
  • Currently how do you improve your Customer Service Skills and approaches?
  • Do you strive to continuously improve your customer service?
  • Do you listen to your customers and their needs?
  • Do you currently listen effectively to uncover the customer’s true needs?
  • Are internal customers understood and prioritized?
This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.


Course Outline for Customer Service Training

See the Live Online tab for the course outline for the live online course

Topic 1
Brand Ambassador or Brand Assassin?
  • What is customer service?
  • Customer Behaviour
  • Why Customers Leave
  • The Benefits of Brilliant Customer Service
  • Module 1: Reflection
Topic 2
Customer Diversity
  • Cultural diversity and the global customer
  • Generational differences
  • Module 2: Reflection
Topic 3
We choose to serve
  • Customer Empathy
  • Principles of great service
  • Module 3: Reflection
Topic 4
Communication – the key to great service
  • Listening
  • Writing
  • Personal Style
  • Module 4: Reflection
Topic 5
Navigating the Negatives
  • Learning from worst-case scenarios
  • The Steps of Acknowledgement
  • Handling Tough Situations
  • Module 5: Reflection
Topic 6
Creating a Service Culture
  • Management Focus
  • What can you do?
  • Living the Culture
  • Module 6: Reflection
Topic 7
  • Create an Action Plan
  • Accountability equals Action

In-House Training - We’ll focus on what matters most to you and tailor to your context

Face-to-Face, Live Online, or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people connecting online, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

PDT Training Management Centre Logo

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year.
  • Or get the $110.00 bundle and save.
Bite Size learning that people love
Customer Service Training Course -
Lesson 1
Who we are and What we do
  • Customer Service Training Course Who are customers (internal/external)
  • Customer Service Training Course What is customer Service?
  • Who are customer Service Providers?
Customer Service Training Course -
Lesson 6
Giving Customer Service over the Phone
  • Customer Service Training Course The advantages and disadvantages of telephone communication
  • Customer Service Training Course Telephone etiquette
  • Customer Service Training Course Tips and tricks
Customer Service Training Course -
Lesson 2
Establishing your Attitude
  • Customer Service Training Course Appearance counts! (even if not in person)
  • Customer Service Training Course The power of the smile
  • Customer Service Training Course Staying energized
  • Customer Service Training Course Staying positive
Customer Service Training Course -
Lesson 7
Providing Electronic Customer Service
  • Customer Service Training Course The advantages and disadvantages of electronic communication
  • Customer Service Training Course Understanding netiquette
  • Customer Service Training Course Tips and tricks
  • Customer Service Training Course Examples: chat or e-mail
Customer Service Training Course -
Lesson 3
Identifying and Addressing their Needs
  • Customer Service Training Course Understanding the customer's problem
  • Customer Service Training Course Staying outside the box (not jumping to conclusions)
  • Customer Service Training Course Meeting basic needs
  • Customer Service Training Course Going the extra mile
Customer Service Training Course -
Lesson 8
Recovering Difficult Customers
  • Customer Service Training Course De-Escalating anger
  • Customer Service Training Course Establishing common ground
  • Customer Service Training Course Setting your limits
  • Customer Service Training Course Managing your own emotions
Customer Service Training Course -
Lesson 4
Generating Return Business
  • Customer Service Training Course Following up
  • Customer Service Training Course Addressing complaints
  • Customer Service Training Course Turning difficult customers around
Customer Service Training Course -
Lesson 9
Understanding when to Escalate
  • Customer Service Training Course Dealing with vulgarity
  • Customer Service Training Course Coping with insults
  • Customer Service Training Course Dealing with legal and physical threats
Customer Service Training Course -
Lesson 5
In-Person Customer Service
  • Customer Service Training Course Dealing with at-your-desk requests
  • Customer Service Training Course The advantages and disadvantages of in-person communication
  • Customer Service Training Course Using body language to your advantage
Customer Service Training Course -
Lesson 10
Ten Things you can do to WOW every time!
  • Customer Service Training Course We'll share our tips!
Not exactly what you needed? Try other courses in the Customer Service Courses Category