Customer Service Excellence: Creating Memorable Customer Experiences (In-House)
Empowering Surfine Hitect Sdn Bhd at Le Méridien Putrajaya with Trainer Noor Liyana to master the LEAP Framework and build a people-first customer service culture.
9 – 10 December 2025
Program Overview
The Customer Service Excellence: Creating Memorable Customer Experiences masterclass was successfully executed on 31 July 2026 as an exclusive 1-day in-house corporate program for Surfine Hitect Sdn Bhd at the Le Méridien Putrajaya. Facilitated by the highly engaging service culture expert Trainer Noor Liyana, this interactive workshop was custom-engineered to elevate customer touchpoints across the undergarment, apparel, and wellness textile sectors.
In an industry where clients look beyond products for health and wellbeing solutions, customer service is the ultimate brand differentiator. Customers are not merely transactional buyers, they are advocates of wellness and long-term brand trust. Combining a dynamic 50% theory and 50% practical activity ratio, this masterclass was designed to shift internal mindsets from task-focused operations to a people-first service philosophy, equipping Surfine Hitect’s cross-functional team with the tools needed to deliver empathetic, consistent, and memorable customer experiences.
Key Learning Outcomes
- Adopt a customer-centric mindset, understanding the direct correlation between service excellence, distributor network loyalty, and business growth.
- Master the "Internal Customer Concept", ensuring seamless, standardized communication and support across all departments.
- Apply structured communication tools, including active listening, empathy statements, and professional verbal positioning.
- Execute the LEAP Framework (Listen, Empathize, Apologize, Problem-solve) for professional complaint handling and service recovery.
- Overcome internal mindset barriers, actively dismantling self-justification ("not my fault" mentality) to resolve client issues constructively.
- Navigate high-pressure, emotionally charged customer interactions with emotional intelligence (EQ), composure, and tact.
Programme Experience
Set against the elegant backdrop of Le Méridien Putrajaya, the full-day training brought together an energetic cross-functional cohort comprising Customer Service Representatives, Admin & Account Staff, Marketing Teams, and Warehouse Staff. This diverse internal mix fostered an invaluable environment for cross-departmental alignment.
Trainer Noor Liyana initiated the morning session with The Customer Service Mindset & Communication Skills, guiding participants through the psychology of first impressions and internal customer dynamics. The room buzzed with activity during interactive communication drills, where staff practiced reframing standard responses into empathetic, solution-oriented service language.
The afternoon session escalated into high-engagement practical workshops during Handling Complaints & Managing Difficult Customers. Participants dove into realistic role-plays and case studies tailored specifically to the apparel and wellness textile market. Under Trainer Noor Liyana’s direct feedback, attendees practiced using the LEAP Framework to turn customer dissatisfaction into brand advocacy. The program concluded with an inspiring module on Creating Memorable Customer Moments, leaving the entire Surfine Hitect workforce completely synchronized, deeply motivated, and equipped to champion a culture of service excellence.
Why Organisations Choose Richworks Corporate Training
Richworks Corporate Training delivers HRD Corp claimable programmes that focus on practical learning, regulatory clarity, and measurable workplace impact. Our training is designed to support organisations in developing competent, confident, and compliant teams guided by experienced facilitators with real industry exposure.
