Delight Every Customer: Uplifiting Your Customer Service
This program is designed to transform the way your team interacts with customers. It moves beyond basic politeness to focus on the “human touch,” teaching staff how to make every customer feel valued, understood, and truly cared for.
Class types
Face-to-Face (F2F)
Remote Online Training (ROT)
Blended Learning
Training Delivery Format
Face to Face / Virtual
Duration
2 Days
HRD Corp Claimable Course
Class types
Face-to-Face (F2F)
Remote Online Training (ROT)
Blended Learning
About this course
This 2-day interactive workshop introduces the D.E.L.I.G.H.T.™ Framework, a simple yet powerful guide for delivering world-class service. On the first day, we focus on the “Service Heartset”—learning how to create great first impressions, master the art of empathy, and take real ownership of customer problems. On the second day, we tackle the “tough stuff,” showing your team how to stay calm and graceful when handling complaints. Through fun roleplays and real-life scenarios, participants will learn how to turn a frustrated customer into a loyal fan. By the end of this course, your team will have the confidence to represent your brand with professionalism and heart.
This course is HRD Corp (HRDC / HRDF) claimable.
Training date
- 1 & 2 October 2025
- 5 & 6 November 2025
- 3 & 4 December 2025
Who should attend?
The course is suitable for :
- Customer-facing staff (frontliners, call center agents)
- Admin & reception teams
- Service leads & support staff
- Anyone representing the organization’s first impression
Learning outcomes
By the end of this program, participants will be able to:
Prepare and clean raw data efficiently
- Understand the foundations and value of great customer service
- Demonstrate empathy, listening, and service communication techniques
- Apply the D.E.L.I.G.H.T. method to real-life service scenarios
- Handle complaints gracefully and close every interaction positively
- Contribute to a culture of accountability and customer care
Program duration
- 2 Days (14 Hours Total)
- Day 1 – Building the Foundations of Delightful Customer Service
- Day 2 – Complaint Handling, Service Excellence & DELIGHT Integration
Course content
Day 1: Building the Foundations of Delightful Customer Service
- Module 1: History of Industries in Malaya & Malaysia
- Module 2: Environmental Quality Act 1974 (with 2024 Amendment)
- Module 3: Environmental Quality (Scheduled Wastes) Regulations 2005
Day 2: Complaint Handling, Service Excellence & DELIGHT Integration
- Module 4: Environmental Quality (Industrial Effluent) Regs 2009
- Module 5: Environmental Quality (Clean Air) Regulations 2014
Certification
Participants will receive a Richworks Corporate Training Certificate of Completion for Delight Every Customer: Uplifiting Your Customer Service upon successfully completing the session.