AI‑Driven Customer Service Performance – Training Program

By the end of this program, participants will be able to combine strong human interaction skills with AI‑powered tools to deliver faster, clearer and more empathic customer experiences.

Human Skills

• Structure calls and face‑to‑face interactions more effectively
• Demonstrate empathy using EQ‑based listening and questioning
• Communicate clearly and confidently using voice, tone and articulation
• Handle complaints and angry customers with professionalism
• Respond (not react) to criticism and emotional triggers
• Display etiquette that builds trust and customer confidence
• Apply the LIST process (Listen, Identify, Solve, Confirm)

AI‑Powered Skills

• Use AI tools (Copilot, ChatGPT, Gemini, Claude) to generate empathic responses
• Analyze tone and emotional cues in customer messages
• Use AI to simulate difficult customer personalities for roleplay
• Summarize customer complaints and extract key issues
• Rewrite emails using AI for clarity, empathy and professionalism
• Use AI to create empathy maps and identify hidden customer needs
• Apply AI to prepare for calls, anticipate objections and structure responses

Day 1 – Human Skills & AI‑Supported Foundations

Foundations of World‑Class Customer Experience
Attitude, Skills, Knowledge, Behaviour
What customers value most today
AI activity: Ask AI to list “What world‑class service looks like” and compare with participant insights

Empathy & Emotional Intelligence in Customer Interactions
Understanding customer emotions, wants and needs
Developing empathic customer experience statements
AI activities:
Generate empathic statements for real scenarios
Use AI tone‑check to refine warmth and clarity

Impressive Etiquette in Customer Interactions
Phone, face‑to‑face, live chat and email etiquette
AI activity: AI generates etiquette do’s and don’ts for different channels

Interactive Communication in Complaint Situations
Three levels of listening
Active listening techniques
The LIST Process (Listen, Identify, Solve, Confirm)
AI activities:
AI generates sample LIST dialogues
Participants critique and improve them

Complaint Handling Dialogue Development
Identifying real customer complaint scenarios
Structuring responses that calm, clarify and resolve
AI activities:
AI generates complaint scenarios
Participants use AI to draft and refine responses

Professional & Articulate Speaking
Communicating without body language (phone)
Voice characteristics: tone, pitch, rate, volume
Game: expressing emotions through voice
Optional AI activity: AI analyzes voice recordings (if tools are available)

Day 2 – AI‑Driven Insight, Problem‑Solving & Practice

Empathy Mapping for Customer Understanding
What the customer says, thinks, feels, does
Group empathy map creation
AI activities:
AI generates empathy maps from sample complaints
Participants compare human vs AI insights

Developing a Customer‑Centric Service Mindset
Customer Service vs Customer Experience
Service dimensions all customers care about
AI activity:
AI analyzes sample customer reviews
Identifies patterns, emotions and service gaps

Problem‑Solving Techniques in Customer Service
Listen → Identify → Solve → Confirm
Root cause identification
AI activity:
AI extracts root causes from complaint transcripts
Suggests solution options for evaluation

Handling Difficult Customers & Complaints
Why customers get angry
Managing our own emotions
Structured approach to managing customer emotions
AI role‑play simulator:
AI plays the role of angry, confused, impatient or emotional customers
Participants practise de‑escalation
AI provides feedback on tone and clarity

Writing Impressive Customer Emails
Structure of professional service emails
Writing with clarity, empathy and ownership
AI activities:
AI rewrites emails in different tones
Participants refine and personalize the output

Methodology

• 100% activity‑based learning
• AI‑supported simulations and exercises
• Group discussions, case studies and storytelling
• Games, roleplays and real‑scenario practice
• Facilitator‑guided reflection and coaching

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RHB Bank – Outbound Sales
Maybank Contact Centre – Outbound Sales
OCBC Bank – Transactional Banking Sales
Bank Rakyat – Sales & Service
SP Setia – Outbound Sales
Bonuslink – Sales & Customer Service
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Aeon Credit – Financial Services Sales
UOB Bank – SME Banking Sales
Jobstreet.com – Sales Skills
SenHeng Electric – Sales Skills
Royal Canin – Telesales Training
Alliance Bank – Virtual Selling
Shell Global – Telesales & Leadership
IIUM – Telesales Training
Carsome – Telesales Leadership

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Epic Chemicals – Debt Collection
Cenviro Services – Debt Collection
Len Min Steel – Debt Collection

Request for proposal