Carian Kursus

[ KBA0012 ] Enhancing Service Delivery Series: English for Customer Service [ Siri 1/2025 ]

Kod Kursus KBA0012

Kod QR

Tarikh Kursus

17/06/2025 hingga 18/06/2025

Tempoh

2 Hari

Yuran

RM30.00

Tarikh Buka Permohonan

01/03/2025

Tarikh Tutup Permohonan

31/12/2025

Kumpulan Sasaran

Gred 11 Hingga Gred 29

Kaedah Pembelajaran

Bersemuka

Penyelaras Program

  • ZULFADLI BIN AB RAHIM
    03-7699 1408
    zulfadli@intanbk.intan.my

    • Setiausaha Kursus

  • MOHD SHAHREN BIN NORAZALLI
    03-7966 1526
    shahren@intanbk.intan.my

Anjuran

Institut Tadbiran Awam Negara Kampus Utama Bukit Kiara
JABATAN PERKHIDMATAN AWAM (JPA)
JABATAN PERDANA MENTERI

Tempat

Bilik Kuliah Munsyi Abdullah,
Institut Tadbiran Awam Negara (INTAN),
Jalan Elmu, Off Jalan Prof Diraja Ungku Aziz
Sinopsis Kursus

Kursus English for Customer Service memberi tumpuan terhadap kemahiran yang diperlukan oleh para peserta untuk mengendalikan pelanggan dengan berkesan dalam apa jua situasi. Direka khas untuk barisan hadapan yang perlu berdepan dengan pelbagai jenis pelanggan, kursus interaktif ini melatih peserta untuk menggunakan bahasa yang sesuai bagi komunikasi secara bersemuka. Kumpulan sasar kursus ini ialah pelaksana gred 1 hingga 5 (SSPA).

The English for Customer Service course focuses on the skills participants need to handle customers effectively. Specifically designed for frontline staff who deal with various types of customers, this interactive course trains participants to use appropriate language for face-to-face communication. This course is for officers of grades 1 to 5 (SSPA).

Objektif Kursus
  1. Communicate effectively with customers face-to-face at all times.
  2. Develop confidence in speaking English at public counters.
  3. Positive language when dealing with difficult people and situations.
  4. Building rapport with customers easily.
  5. Become aware of the common errors made by Malaysian English speakers.
Modul/Topik
Hari Pertama | 17/06/2025 | Selasa
Masa/Sesi Topik
SESI 1 : 08.30 Pagi - 10.30 Pagi
: ICE BREAKING AND INTRODUCTION TO EFFECTIVE COMMUNICATION
SESI 2 : 11.00 Pagi - 01.00 Tengah Hari
: 1. FACE TO FACE INTERACTION 2. GREETINGS AND GIVING INFORMATION 3. INTRODUCE YOURSELF AND SOMEONE ELSE
SESI 3 : 02.30 Petang - 04.30 Petang
: 1. ASKING QUESTIONS 2. DEALING WITH ENQUIRIES 3. GIVING SUGGESTIONS AND ADVICE
Hari Ke-2 | 18/06/2025 | Rabu
Masa/Sesi Topik
SESI 1 : 08.30 Pagi - 10.30 Pagi
: 1. HOW TO INTERRUPT AND ASK FOR REPETITION 2. HOW TO ASK SOMEONE TO SPEAK SLOWLY/LOUDER 3. HANDLING COMPLAINTS AND DIFFICULT PEOPLE
SESI 2 : 11.00 Pagi - 01.00 Tengah Hari
: 1. ROLE PLAY AND SIMULATION
SESI 3 : 02.30 Petang - 04.30 Petang
: COMMON ERRORS IN SPOKEN ENGLISH & COURSE SUMMARY