The Information

Customer Service Skills

Build foundational skills to understand customers, communicate professionally, handle requests and maintain service quality at customer touchpoints.

Facilitator guiding communication skills for corporate management teams

Learners participating in training activities

Discussion in a corporate training program

Overview of an in-house corporate training class

Facilitator guiding learners through practice

Group photo of learners at the end of the course

Table of Contents

The Introduction
Training Objectives
Target Participants
The Content
Training Methodology
Class Information
Learning Materials & Certification
Faculty Team
Masterskills Profile
Representative Clients

1. The Introduction

Service employees often have to provide information, manage emotions and coordinate with multiple departments to resolve customer requests. Without a clear communication process, customer experience can become inconsistent even when each individual is making an effort.

The course helps learners understand customer needs and the customer journey, standardize greeting, listening, questioning, response and request follow-up. The content is designed around common situations at service counters, call centers, sales points and internal support channels.

The “Customer Service Skills” program provides a practical foundation for frontline staff, customer care teams and departments that regularly interact with customers.

2. Training Objectives

Understand the role of customer service and touchpoints in the experience journey.
Identify customer needs, expectations and emotional states.
Conduct clear, polite and consistent service communication.
Receive and handle requests, complaints and claims according to a process.
Follow up on results, restore trust and comply with service quality standards.

3. Target Participants

Frontline staffReceptionists, tellers, consultants and employees with direct customer contact.
Customer care and call center staffReceive, process and follow up on requests through multiple channels.
Sales and after-sales support staffNeed to maintain experience before, during and after transactions.
Service team leaders and supervisorsNeed to guide employees and standardize situation handling.

4. The Content

The program covers service mindset, customer journey, professional communication, request and complaint handling, trust recovery and quality standardization.

PART 01 Foundational Customer Service Mindset

Concepts of professional customer service.
The role of service in competitive advantage.
Customers at the center of all activities.
Distinguishing service, care and support.
A service mindset that exceeds expectations.
Common mistakes in customer service.
Examples of service experiences that fall short.
Discussion of desired service standards.

PART 02 Understanding Customers and the Experience Journey

Identify explicit and implicit needs.
Classify customers by behavior.
Determine expectations at each touchpoint.
Map the customer journey.
Recognize moments that create impressions.
Apply the Customer Journey Map model.
Exercise analyzing service touchpoints.
Design experiences for customer groups.

PART 03 Professional Service Communication

Create a positive first impression.
Use polite and easy-to-understand language.
Listen actively and respond appropriately.
Ask questions to clarify customer needs.
Adjust tone according to the situation.
Control emotions under pressure.
Case of an uncooperative customer.
Practice standard service conversations.

PART 04 Handling Requests, Complaints and Claims

Receive requests quickly and accurately.
Classify handling priority levels.
Listen to complaints calmly.
Apologize appropriately and with accountability.
Propose solutions with clear deadlines.
Apply the LAST model in complaint handling.
Example of a publicly angry customer.
Practice handling difficult situations.

PART 05 Service Recovery and Trust Maintenance

Recognize risks of losing customer trust.
Correct service errors with specific actions.
Follow up after resolution.
Communicate transparently when there is no solution yet.
Create positive touchpoints after incidents.
Use Service Recovery in practice.
Case of recovering a disappointed customer.
Exercise to build a recovery plan.

PART 06 Standardizing Service Quality

Establish unified service standards.
Measure satisfaction using CSAT and NPS.
Collect feedback from multiple channels.
Analyze causes of poor experiences.
Improve customer service processes.
Coach teams through real situations.
Build service culture in the organization.
Commit to applying learning in daily work.

5. Training Methodology

The class is organized in small groups with a learner-centered approach. The facilitator delivers concise inputs, then leads discussion, scenario practice, feedback and debriefing so learners can convert knowledge into applicable workplace behaviors.

Group Discussion Individual Exercises Group Presentation Brainstorming Techniques Facilitator-Guided Practice Experiential Project In-Class Activities Role-Play Activities Classroom Presentation

6. Class Information

Expected Start Date	Schedule	Time	Location	Tuition Fee	Register
To be updated	Saturday – Sunday	08:30 – 16:30	Ho Chi Minh City	4,500,000 VND	Register
To be updated	Monday – Thursday	18:00 – 21:30	Hanoi	4,500,000 VND	Register

10% discount for registration at least 15 days in advance, groups of three or more learners, or loyal clients.Reserve a Seat

Note: The schedule above is tentative and may be adjusted depending on registration numbers, class organization conditions and the actual training plan. Masterskills will confirm the official schedule with learners before the start date.

Duration: 2 days / 4 sessions; maximum 35 learners per class.
Ho Chi Minh City: 224 Dien Bien Phu Street, Ban Co Ward, Ho Chi Minh City.
Hanoi: 51 Le Dai Hanh Street, Hai Ba Trung Ward, Hanoi.
In-house corporate training: Delivered at the client’s office or factory; quotation depends on design scope, location and class size.
Additional costs: Trainer travel and accommodation costs are determined according to the delivery location, if applicable.

7. Learning Materials & Certification

Learners receive copyrighted course materials developed by Masterskills, practice handouts, self-assessment forms and reference materials closely aligned with business situations.

Copyrighted The MaterialsStandardized content updated according to course objectives.

Practice ToolsChecklists, handouts, feedback templates and personal action plans.Explore Toolkits

Certificate of Completion

Learners who meet attendance and practice requirements receive a Masterskills certificate of completion.

8. Faculty Team

Masterskills faculty and experts have practical experience in management, consulting and training in fields aligned with the program content.

MBA. Vu Lai Doan Trang

Human resource development and leadership expert. Leadership development, learning & development, customer service and organizational operations.

Dr. Thai Tri Dung

Human resource management and behavioral psychology expert. Leadership, management psychology, negotiation, culture and organizational behavior.

View Faculty Profiles

9. Masterskills Profile

View Profile

Masterskills’ training capabilities, areas of expertise, delivery methodology and experience partnering with enterprises.

Client Testimonials

“The Customer Service Skills course provides practical content, workplace-relevant activities and clear facilitation. The facilitator helps learners use appropriate tools, analyze situations and develop concrete application plans after the course.”

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