1. Extended DISC Workshop
Improve Your Customer Service
Course content:
1. To be familiar with the characteristic of DISC behavioral styles
2. To understand own natural behavioral style in Customer Service
3. To recognize the styles of customers
4. To tailor an effective relationship with each customer
Objective: To create more engaging customer relation
Time Agenda Activities
09:00 – 09:15 Introduction
DISC Behavioral Model
Human Capacity Model Lecture
09:15 – 10:45 General characteristics of D, I, S and C style
Strengths & limitations of each style in Customer Service Group Exercise
Recognition of customers DISC style
10:45 – 11:00 Coffee / Tea break
DISC in Customer Service
Greeting
Listening & Understanding
Communication
Paraphrasing (ability to understand client) Group Exercise
11:00 – 13:00
Questioning (ability to ask questions)
Handling Facts & Emotions
Body Language, Voice tone
Handling Conflict (difficult customer)
“Situational Customer Service” (role play / card games)
13:00 – 14:00 Lunch
Debriefing on individual Personal Analysis reports
14:00 – 15:00 Group discussion
Discuss a job match – how to best utilize strengths
Customer Service – what works best?
By product
15:00 – 15:45 Group discussion
By customer
By channel
15:45 – 16:00 Coffee / Tea break
Personal Development Plan
To do and don’t for how to best service different customers Individual exercise
16:00 – 17:00 based on my own style Group discussion
How to best use own strengths
Areas of development & Action plan
17:00 – 17:30 Closing Discussion
Note: Program Schedule serves as a guide and may change without prior notice to suit situational need
Extended DISC Malaysia Sdn Bhd (865417-D)
Address: Lot 237, 2nd Floor, the Curve, Mutiara Damansara, 47800 Petaling Jaya, Selangor D.E., Malaysia.
Tel: +603 7710 9266 ext 160; Fax: +603 7710 5266; Email: info.malaysia@extendeddisc.com
Website: www.extendeddisc.com/malaysia

2. Extended DISC Workshop
Improve Your Customer Service
REGISTRATION FORM
On behalf of _________________________________ (company), we would like to register the
below listed participants with the following arrangements:
Workshop dates: 28 April 2010 (Wednesday)
19 May 2010 (Wednesday)
Venue: Tomato Room, Extended DISC Malaysia Sdn Bhd
nd
Lot 237, 2 Floor, Western Courtyard, The Curve,
Mutiara Damansara, 47800 Petaling Jaya, Selangor D.E.
Participants Participant (1) Participant (2)
Name (Mr/Ms)
Position Title
Telephone
E-mail
Workshop Date
PAYMENT
Workshop Fee (include 5% GST) No of Pax Total (RM)
Improve Your Customer Service RM 551,25 per pax ______ RM _________
Total chargeable Fees: RM _________
Accepted by: Date:
(Signature & Company Stamp)
Name:
Designation:
Phone:
Email:
Terms & Conditions:
1. All our fees are subject to 5% Government Service Tax.
2. The total fees are payable upon acceptance of this proposal.
3. All checks should be made payable to Extended DISC Malaysia Sdn Bhd (865417-D).
4. Our fees quoted may change without notices (unless otherwise pre-advised by the Client) with any variation made to
number of participants, number of workshops, program content or types of deliverables.
5. Cancellation and withdrawal may be replaced under valid circumstances but refund will not be allowed.
6. We reserve the rights to reject any registration at our discretion.
Extended DISC Malaysia Sdn Bhd (865417-D)
Address: Lot 237, 2nd Floor, the Curve, Mutiara Damansara, 47800 Petaling Jaya, Selangor D.E., Malaysia.
Tel: +603 7710 9266 ext 160; Fax: +603 7710 5266; Email: info.malaysia@extendeddisc.com
Website: www.extendeddisc.com/malaysia