This Programme is about the way customers want to be treated on a daily basis by front liners or front desk staffs. Discover why the everyday normal practices fail and how to develop a new and sustainable practices that will define the Human Touch in Customer Relationship.

1. Course Objectives Course Overview
This program has been developed specifically
• A clear understanding of
for the participants to acquire the knowledge of
how to develop and apply skills of Customer Relationship Management
CRM skills within the (CRM).
organisation.
This program provides professionals with the
•To develop and build CRM information they need to build customer
strategies with various relationships effectively.
customer groups suitable for
the organisation
• To develop a Strategic
CRM Master Plan and CRM
Action Plan.
Aims Asia Sdn Bhd
Unit 807, Level 8, PJ Tower, AMCORP Trade
Centre, No 18, Jalan Persiaran Barat, 46050
Petaling Jaya Selangor D.E.
Office Telephone No : +603-7957 9155
Fax No : +603-9173 3855
Email Address : sriram@aimsasia.net

2. 100% HRDF
CLAIMABLE
PROGRAMME
Course Contents
Who Should Attend
• Front-liner Staffs
• Sales & Marketing Executives
• Sales & Marketing Managers
• Customer Service Staffs
• Customer Services Team Leads
Module 1 : Understanding Module 7: Exceptional Customer
Excellent Customer Service Service Through The Telephone
Module 2: Competitive Module 8: The Importance Of
Environment Service Strategy Communication Skills
Module 3 : Understanding Your Module 9: Good Listening Skills
Customer
Module 10 : Defining The Levels Of
Module 4 : Discovering The Service
Umbrella Of Marketing
Module 11: Handling Complaints And
Module 5 : Defining Sales Difficult Behavior
Effectiveness
Module 12: Exceptional Customer
Module 6 : Competitive Marketing Service Through The Telephone
For A Borderless World

3. TRAINERS BIO
Dr. John Thava K.
He is one of the few in the world that holds two doctorates. His first doctorate is in
Engineering (Engineering Business Management) – “People, Process and Systems’
Transformation” from University Technology Malaysia, Skudai, Johore. His second
Doctorate is in Business Administration on the topic – “Intellectual Capital, Strategic
Agility, Competitive Strengths and Operational Effectiveness as Antecedents to long
term Organizational Growth of GLC’s and MNC’s” from the University of Newcastle,
New South Wales, Australia.
He also holds multiple Masters Degrees with various specialization such as M.Sc. in
Engineering Business Management for Warwick University, UK, MBA in Management
from Curtin University of Technology, Perth, Western Australia and an MBA in
Strategic Marketing from University of Hull, U.K. quest for professional excellence
can be seen by his involvement and fellowships with the Chartered Management
Institute, UK and the Chartered Institute of Marketing, U.K.
He is also a member of the Institute of Directors, UK., Member of the Chartered Institutes of Logistics and
Transport, U.K., Member of the Project Management Institute (PMI) - USA, Member of the American
Society for Training and Development (ASTD) - USA and Member of many Malaysian Professional bodies
including Malaysia Institute of Directors (MID), Malaysia Institute of Management (MIM), Institute of
Marketing Malaysia (IMM), and Institute of Public Relations Malaysia (IPRM).
He is today well knowledge as a management consultant, professional trainer and coach for diversified
industries and setting such as banking, telecommunications, hospitality, insurance, transport and logistics,
oil and gas, advance manufacturing, assembly, packaging, clubs and recreational centre. His consultation
and facilitation include companies like Bank Negara Malaysia, United Overseas Bank, Citibank, Telekom
Malaysia, Celcom, Maxis, Sabafon, Mobily, Four Seasons Hotel, Hyatt Hotel, Renaissance Hotel, Prudential,
AIA, Petronas, Sime Darby, Perbadanan Nasional Berhad, Golden Hope, TV1 & TV2, Filem Negara Malaysia,
Nestle, General Motors, NAZA, Tenaga Nasional Berhad, Northport, Angkatan Tentera Malaysia and etc.
He has provided strategic insights to both Board of Directors and Operational Directors including Group
CEO’s, Executive Vice Presidents, Vice Presidents, Senior Managers and others on transformation,
management of change, competitive sustainability and agility including specific areas of Strategic Business
Planning, Human Talent Development, Corporate Re-Imaging and Branding, Customer Centricity, just to
name a few.
He currently holds the chair of Hon. Director General of Malaysia Institute of Directors and is both an
Associate Professor and visiting dean in local universities. He has been a global speaker in many
conferences worldwide including those organized by Marcus Evans, Lexus Nexus, Asia Business Forum, ASLI
and etc. He has also conducted specialized workshops for Board of Directors from both MNCs and GLCs
including workshops organized by the Securities Commission of Malaysia and Bursa.
In conclusion Dr. John Thava.K have more than 20 years active exposure and hands-on experience from
both Asia Pacific and Europe to share with his clients and audiences that only a few can really measure up
to and truly provide strategic insight to transformational change and improvement through people, process
and systems (PPS).

4. For more details and information on this course or any other courses that
we offer, please feel free to contact us : -
Aims Asia Sdn Bhd
Unit 807, Level 8, PJ Tower, AMCORP Trade
Centre, No 18, Jalan Persiaran Barat, 46050
Petaling Jaya Selangor D.E.
Office Telephone No : +603-7957 9155
Fax No : +603-9173 3855
Email Address : sriram@aimsasia.net