Effective English Communication to Build Exceptional Customer Service

10-11 Nov, 2025, AC Hotel Kuala Lumpur by Marriott

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Learn from the Best

Mr Viknesh Ashley has more than 10 years of experience working in roles related to writing and journalism,including StarProperty.my under Star Media Group Bhd, The Malaysian Reserve and Malay Mail, Malaysian property websites and magazines as well as with local property developers such as Sunway Property Group and SkyWorld Development Group Bhd.

 

Mr Ashley has expertly undertaken corporate training in the areas of interpersonal & business communication, time & stress management, presentation skills, customer service and business writing skills. Organisations that he has trained and co-trained include RHB Malaysia, Multinail Asia Sdn Bhd, Hong Leong Yamaha Motor Sdn Bhd, Deloitte Malaysia, Astro Malaysia Holdings Bhd. etc.

 

Mr Ashley is PSMB Train the Trainer certified and holds a B.A. (Hons) in Communication & Media Management.

 

Venue Details

AC Hotel Kuala Lumpur by Marriott
9 Jalan Lumut off Jalan Ipoh, Kuala Lumpur, Malaysia, 50400,
Fax : 0 3-40428000

https://www.marriott.com/en-us/hotels/kulka-ac-hotel-kuala-lumpur/overview/?scid=45f93f1b-bd77-45c9-8dab-83b6a417f6fe&y_source=1_MTQ2NDU 5MDEtNDgzLWxvY2F0 aW9uLndlYnNpdGU%3D

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON
  • MODULE 1: USING STANDARD ENGLISH EFFECTIVELY WITH CUSTOMERS
  • MODULE 2: COMMUNICATING WITH CONFIDENCE IN CUSTOMER INTERACTIONS
  • MODULE 3: PROVIDING EXCELLENT CUSTOMER SUPPORT OVER THE PHONE
  • MODULE 4: DEVELOPING QUALITY CUSTOMER SERVICE TECHNIQUES
  • MODULE 5: COMMUNICATING PROFESSIONALLY WITH YOUR CUSTOMERS
INTRODUCTION
This course provides participants with opportunities to improve their English language skills to a level that they are confident to speak English with ease with customers.
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Avoiding non-standard English when interacting with customers.
  2. Using English effectively in various situations.
  3. Speaking confidently when dealing with internal and external customers.
  4. Improving your telephone customer service in English
WHO SHOULD ATTEND
  • Managers
  • Executives
  • Personal Assistants
  • Secretaries
  • Admin Staffs
  • Clerical Personnel
  • Front-liner / Personnel who is in Customer Service Department
METHODOLOGY
This course will utilize a combination of Lectures, Discussions, Practice Sessions and Group Discussions
DAY 1
9:00

MODULE 1: USING STANDARD ENGLISH EFFECTIVELY WITH CUSTOMERS

  • Recognize the value of using courteous English in customer interactions
  • Understand how modal verbs convey different meanings
  • Practice using polite expressions with modals like may, could, and would
  • Apply modals correctly in grammatically sound sentences
  • Develop professional awareness of appropriate English usage
  • Identify and avoid informal or incorrect English in workplace communication

10.45

MODULE 2: COMMUNICATING WITH CONFIDENCE IN CUSTOMER INTERACTIONS

  • Greet and engage with customers in a warm, professional manner
  • Ask clarifying questions to avoid misunderstandings
  • Handle interruptions, share suggestions, express disagreement, and agree respectfully
  • Share personal thoughts and ideas in a tactful way
  • Request and provide information clearly and effectively
  • Express thanks and enthusiasm to enhance customer experience
  • Show empathy and offer reassurance when dealing with difficult customers
  • Make sincere apologies and give reasonable explanations when necessary
1:00 Lunch
2:00

MODULE 3: PROVIDING EXCELLENT CUSTOMER SUPPORT OVER THE PHONE

  • Learn key principles of professional telephone communication
  • Answer and end calls with politeness and professionalism
  • Transfer calls and take messages accurately and appropriately
  • Communicate clearly and professionally when relaying messages
  • Use respectful and courteous phrases specific to phone-based customer service
5:00 End of Day 1
DAY 2
9:00

MODULE 4: DEVELOPING QUALITY CUSTOMER SERVICE TECHNIQUES

  • This module defines what customer service is and its importance in a business context.
  • It outlines the key aspects of providing a consistent level of service.
  • The content explores the concept of “moments-of-truth” and how they shape customer perceptions.

10.45

MODULE 4: DEVELOPING QUALITY CUSTOMER SERVICE TECHNIQUES (Cont.)

  • It covers the three main principles that guide excellent customer service.
  • The module discusses how to use emotional intelligence to improve customer
    interactions.
  • It also includes a section on the essential components of face-to-face communication.
1:00 Lunch
2:00

MODULE 5: COMMUNICATING PROFESSIONALLY WITH YOUR CUSTOMERS

  • This module focuses on techniques for building professional rapport with customers.
  • It details the different types of listening skills that enhance communication.
  • The content highlights the proper use of language and tone in customer interactions.

3:45

MODULE 5: COMMUNICATING PROFESSIONALLY WITH YOUR CUSTOMERS (Cont.)

  • It provides guidance on how to avoid misunderstandings and miscommunications.
  • The module explains how to effectively convey information and instructions.
  • It includes strategies for maintaining a positive and helpful demeanor.

5:00 End of Course