Quality Dynamics Consultancy Sdn Bhd presents

Aug 29, 2019 (9am - 5pm) at Holiday Inn Kuala Lumpur Glenmarie

Handling Difficult & Demanding Customers

(by Tn. Hj. Azlan Yusoff )


This workshop provides skills for developing the service mindset even after service
failures. Customers get results when individuals do the right things at the right time.

This program is focused on introducing what those right things are to these individuals.

The training program is therefore, researched and delivered to build up a critical
mass of people who are pulling in the right direction to collectively consider : -

      •     Why the way we perform matters
      •      Building loyal relationship
      •      Performance standards
      •      Anticipating customer needs
      •      Turning complaints into opportunities
      •      How you see a talker
      •      How you see a walker
      •      Managing difficult situations
      •      Listening skills
      •      Effective communication

program content

1.  Realize the benefits of amazing service to the business through 
    experiential activities

        •  State the needs to move from good to amazing service.
        •  Review the importance of moving, thinking ahead and
           spotting opportunities
        •  Know the relationship between anticipation and customer loyalty.

2.  Demonstrate how to maintain customer satisfaction levels through 
    experiential activities.

        •  Learn the gravity of understanding customer requirements in
           delivering results.
        •  Distinguish between practical and emotional needs of customers.
        •  Identify different type of customers and their satisfaction levels.

3.  Response to customer’s enquiries using active listening and questioning

        •  Examine the complexities of active listening through a role-play.
        •  Present the different reactive and proactive response to customers
           in selected scenarios.

4.  React towards customers in difficult situations through role-play
     using the LAST sequence.

        •  Show the different skills used in active listening
        •  Create empathy statements and use cooperative language to
           acknowledge customers’ feelings.
        •  Propose solutions to situations, using various problem solving methods.
        •  Verbalise appreciation to customers and follow through.


Power Point Presentation, Case studies, small group exercises,
small group discussion and role play.  
(BALANCED PRACTICAL / THEORY: 30% of expert inputs + 70% of
practical facilitation - hands-on experience and retention.)

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 15/08/2019

Standard: RM 915.00 / RM 865.00 per participant

Group discount: RM 865.00 / RM 815.00 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)


Tuan Hj. Azlan Yusoff is a Chartered Insurer, an Associate of the Chartered Insurance Institute (ACII), United Kingdom. He is a graduate of an Advanced Diploma in Business Studies and also a Diploma in Public Administration.

Tuan Hj. Azlan has more than 20 years of working experience, with exposure in various aspects of the business, from managing the overall corporate affairs of a company to the implementation of an effective marketing plans and developing strategic operating objectives.  He was the General Manager, Corporate Affairs of Commerce Assurance and was the Chief Executive Officer of Asia Pacific Risk Management Centre. In the field of training, he was a Training Specialist with the Commerce International Group (CIG).

He has worked with The Malaysian Insurance Institute as a part-time Lecturer, Chief Invigilator of the Professional Examinations and also a Panel Examiner. Prior to becoming a full time trainer now, he was the Vice President, Learning & Talent Development, Group Human Resource, CIMB Group. He was the Head of Leadership and Management unit.

Tuan Hj. Azlan is a Certified Law of Attraction Trainer, having been certified by Michael J. Losier, the author of the No.1 Best Seller in 32 countries, The Law of Attraction: The Science of Attracting More of What You Want and The Less of What You Don't. He also facilitated training programmes in the areas of Personal Development & Leadership Skills, Customer Service & Sales, Motivation, Communication, Change Management, Supervisory skills, Clerical Development Bootcamp, Personal Excellence, Grooming and Image Audit.