What this course covers
Designing service that customers value and staff can deliver. Participants map a real customer journey and fix its worst moment.
Who it is for
- Customer service and support teams
- Service managers and supervisors
- Anyone designing a customer process
What you will cover
1. What customers actually judge
Effort, reliability and recovery, more than delight.
2. Journey mapping
Following a real customer through your organisation, including the waiting.
3. Moments that decide the relationship
Finding the few interactions that carry disproportionate weight.
4. Service recovery
Handling failure in a way that ends better than if nothing had gone wrong.
5. Difficult customers
De-escalation, and protecting staff while still resolving the issue.
6. Measuring experience
Using feedback to change something rather than to produce a score.
How it runs
1 day / 7 hours, delivered live by the founder, on site at your premises anywhere in Malaysia or online for distributed teams. Content is tailored to your tools, your processes and the work your people already do.
HRD Corp claimable for eligible Malaysian employers.
Frequently asked
How much does Customer Experience and Service Excellence cost in Malaysia?
This programme runs as a private, in-house cohort for your team, priced per engagement rather than per seat. Tell us the group size and format and we will send a quotation.
Is this course HRD Corp claimable?
Yes. Agile Visa Sdn Bhd is an HRD Corp Registered Training Provider, so this programme is HRD Corp claimable for eligible Malaysian employers, subject to your levy balance and HRD Corp approval of the grant application.
Who is this course for?
Customer service and support teams. Service managers and supervisors. Anyone designing a customer process.
How long is Customer Experience and Service Excellence?
1 day / 7 hours, delivered live and instructor-led, on site at your premises or online.
Who delivers the training?
Prashant Shinde, founder of Agile Visa, an ICAgile accredited trainer and HRD Corp Accredited Trainer with 20+ years of delivery and 75,000+ professionals trained across 140+ countries.
Bring Customer Experience and Service Excellence to your team
Private cohorts for your organisation, tailored to your sector. Tell us the group size and we will send a quotation.
Request a quoteLast reviewed 2026-08-24 by Prashant Shinde, Founder and Lead Trainer.