CLIENTELE LISTING (Partial) - Malaysia

DISTRESSED CUSTOMER MANAGEMENT

AXA Singapore Pte Ltd M1 Shop Pte Ltd

Aeon Co (M) Bhd KPJ Seremban Specialist Hospital

AKPK Malaysia Maxis Berhad

Bank Negara Malaysia Microlink Systems

Bank Rakyat Mitsubishi Motors Malaysia Sdn Bhd

Bonuskad Loyalty Sdn Bhd Nestle Products Sdn Bhd

Bursa Malaysia Bhd Pantai Hospital Kuala Lumpur

Celcom Timur (Sabah) Sdn Bhd POS Malaysia Berhad

Chartis Malaysia Sdn Bhd Poh Kong Holdings Malaysia

Classita (M) Sdn Bhd Rangkaian Pengangkutan Integrasi Deras Sdn Bhd

(Rapid KL)

CTRM Aviation Sdn Bhd Sarawak Energy Berhad

Euromobil Sdn Bhd (Audi Malaysia) Takaful Ikhlas Sdn Bhd

Indah Water Konsortium Sdn Bhd Tupperware Malaysia Sdn Bhd

KPJ Healthcare Bhd UOB Malaysia

TESTIMONIALS FROM CLIENTS

“We would like to share our immense satisfaction with the quality of customization in

the delivery and follow-up by DD Consulting…..

The pre-workshop consultancy provided the due diligence to understand the industry

trends in the intense and highly competitive telecom space. The consultants’ vast

experience in both the customer management and business realities provided our

seasoned Retail managers with new perspectives and ideas to improve their team

management and customer approach. ….

It is encouraging to also see that the team was keen to ensure traction during the e-coaching phase after

the workshop. And the strong feedback from their return after one month for the group coaching

demonstrated that the leaders had assimilated and improvised the solutions for their own workshop.”

Senior Manager, M1 Shop Pte Ltd

Regina has done a great job to keep the whole training relevant with good examples and lively attitude.

Class was conducted efficiently and she was able to keep a difficult topic interesting throughout the two

days.”

Vice President, AXA Singapore Pte Ltd

WHAT PARTICIPANTS LIKE MOST ABOUT THIS COURSE

CUSTOMISED IN-HOUSE PROGRAMS

Participants feedback

“great programme help to handle different situations”

“Useful for the frontliners as we face a lot of difficult situations and demanding clients”

“Many examples and case studies”

“It is very customer service related”

“Learning on job related issues are just never enough. It's good to absorb more & share on experience,

different handling method”

“2 days we covered lots of learning that happened in the retail shops, it will be good for DRM

(Supervisors to attend this training)”

“Very interactive course. All learning concepts are linked to our daily life/work”

“I would recommend my other staff to attend cos it is useful to know how to handle staff & customers”

“Interactive, realistic and versatile as can apply to myself /staff as well”

“Structured ways of customer handling”

“Great course that can be easily understand and absorb through examples shown and role plays”

“There are good and beneficial "take aways" from this workshop for retail folks to apply at work”

“Relevant experiences shared including examples, during application of modules benefits us in area of

work”

Participants from AXA Singapore

“workshop was fun and interactive”

“enjoying the class and learnt a lot of new techniques “

“Regina has done a great job to keep the whole training relevant with good examples and lively attitude.

Class was conducted efficiently”

“Real live case studies”

The workshop was lively and the consultant was able to keep the workshop interesting over the 8 hours

x 2 days. Great job”

“Applicable tools for handling difficult customers”

“Facilitator is good at giving examples, especially real situations”

“Like the live samples & cases”

“Workshop was conducted very well. Very interesting and relevant to work”

“Will try to apply the learnt principles as much as, primarily "Listening" to the difficult & possible

irrational customer. Also learnt never comment/act till the hysterical customer has depleted all energy”

“Very committed trainer”

“Learn how to handle different types of customers, delivering bad news to customer and managing

complaints.”

PUBLIC PROGRAMS

Participants – Distressed Customer Engagement (December 2011, KL)

“Practical examples using different models. Positive demonstration of service

role model.”

Service Quality Unit Head, UOB Call Centre

“I like the way activities being conducted. Everything was interesting.”

Manager, Customer Care, Aeon Co (M) Bhd, Ipoh

“The facilitator is very knowledgeable and the training was very interesting. Superb!” – Manager,

Customer Care, Aeon Co (M) Bhd.

“I like the way the training was conducted. It covered everything that I had to know, very entertaining

too.” – Customer Care Manager, Aeon Co (M) Bhd

“The training gave good ideas” – CSE, Operations, Indah Water Konsortium Sdn Bhd

“It was very practical and entertaining. The content was sufficient

and it was an experience attending it. I enjoyed my 2 days here

meeting and sharing our experiences with each other” - Head,

Customer Care & Complaint Bureau, Bursa Malaysia Bhd

“The course was good and met my pre-training expectations/objectives. I like most

the proper ways to say ‘NO’ “ – Customer Service Executive, Customer Services

Contact Centre, Nestle Products Sdn Bhd

“The role plays & participants participation “ – Assistant Manager, Client

Management, Microlink Systems Sdn Bhd

“I like most all the concepts, recap differ each session. Trainer is full of

knowledge with regards to customer satisfaction and has imparted her

knowledge very well” – Counsellor, Operations, AKPK (Agensi Kaunseling dan

Pengurusan Kredit)

“Role play and case studies are excellent “ – Team Leader, Redemption,

Bonuskad Loyalty Sdn Bhd

Participants from DCM, KL, 23-24 April 2012.

“Facilitator was excellent, able to hold our interest and an excellent expert on

the topic. She was able to impart concepts and effective in responding to

questions” – Vice President, Customer Care, POS Malaysia Berhad

“a different perspective to customer service management. The concepts

and different approach to customer engagement” – Manager, Operations,

Rapid KL (Rangkaian Pengangkutan Integrasi Deras Sdn Bhd)

“Angry customer management and systematic methodology in handling

difficult customers” – Assistant Manager, Customer Service, Chartis

Malaysia

“Good explanation, example and clear picture has been shared to be implemented.

Like the tips and steps in proper way when dealing with variety of customers

nowadays” – Manager, Customer care, Aeon Co (M) Bhd

“Very informative and the trainer is very knowledgeable” – Assistant Vice President,

Call Centre, Takaful Ikhlas Sdn Bhd

“like the different ways to monitor D.I.S.C. customers” – Marketing Manager,

Marketing & Services, Classita (M) Sdn Bhd

“The course is very good for enhancing my skills. Like especially the way to tackle a

customer” – Assistant Manager, Procurement, CTRM Aviation Sdn Bhd

“the simple procedure which can systematically solve the problems. More

confident now to know the right thing to do” – Marketing Manager, Poh Kong

Holdings Malaysia

“I’ve learnt a lot on customer managing to take back” – Head, PR & Marketing

Services, KPJ Sdn Bhd

“The energy of the speaker really build on the mood of learning process. Will

definitely recommend this course”. – Account supervisor, finance dept, KPJ Seremban

Specialist Hospital

“ I like that it’s more on practical rather than use slide presentation. Excellent trainer”

– Supervisor, Medical Records, KPJ Seremban Specialist Hospital

“Trainer is very clear with her explanation and course content is relevant to

daily tasks/routine. Very good” – Customer care officer, Tupperware

Malaysia Sdn Bhd

“Training was excellent, clear and easy to understand” – Head of Operation, After

Sales, Euromobil Sdn Bhd

“Course was interesting, fun and knowledgeable. Like most section on

learning how to handle difficult customer” – Executive, RMO, Sarawak

Energy Bhd

“I really enjoyed and gained lots of additional information to handle distressed

customers. Role plays makes it easy to capture and understand the topic and discussions”

– CR Executive, CRM, Mitsubishi Motors (M) Sdn Bhd