OPERATIONAL EXCELLENCE Service Quality & Issue Resolution
Excellent service is more than satisfying customers—it is about consistently delivering quality, solving problems effectively and creating positive experiences for both internal and external stakeholders. Every employee contributes to service excellence regardless of their role or department.
As future leaders, they must understand how service quality, collaboration and proactive problem-solving contribute to organisational success and customer satisfaction.
This highly interactive two-day programme develops participants' ability to deliver quality service, manage service issues professionally, resolve workplace problems and strengthen collaboration across functions.
Using the S.E.R.V.E. Framework, participants will learn how to understand customer expectations, respond professionally to challenges and build a culture of continuous service improvement.
S.E.R.V.E. Framework
S – See the Customer's Perspective
Understand expectations and needs.
E – Engage Professionally
Communicate clearly and respectfully.
R – Resolve Issues
Identify causes and implement practical solutions.
V – Value Relationships
Build trust through teamwork and empathy.
E – Exceed Expectations
Continuously improve the customer experience.
Learning is reinforced through simulations, role plays and two connected workplace case studies.
Learning Outcomes
By the end of this programme, participants will be able to:
(i) Understand the principles of service excellence.
(ii) Identify customer expectations.
(iii) Deliver consistent service quality.
(iv) Resolve service issues professionally.
(v) Collaborate effectively across departments.
(vi) Handle difficult situations with confidence.
(vii) Contribute to continuous service improvement.
(viii) Develop a Personal Service Excellence Action Plan.
Course Details
Trainer
Industries: Oil & Gas, Investment Management & Financial Services, Logistics, Manufacturing, Plantation, Public Transportation & Infrastructure Services, Hospitality, Medical, Construction, Property Development & Facility Management. Automotive, Defense & Security
Shanizam Samsuri is an HRD Corp Accredited Trainer, Certified Associate Coach (ICF),Certified Competency-Based Assessor and Lean Six Sigma Green Belt professional with over 30 years of leadership and corporate experience in PETRONAS, including an international assignment in Sudan.
Throughout his career, he has held leadership and management roles across Strategic Communications, Human Resources, Finance, Education, Internal Audit, and International Business Ventures, providing him with extensive experience in people development, stakeholder management, organisational effectiveness, and business operations.
Shanizam specialises in Leadership, Communication, Coaching, Customer Service, Human Resources, Finance for Non-Finance, and Personal Effectiveness programmes. He has successfully facilitated training and development initiatives for organisations such as PETRONAS, PROTON, Khazanah Nasional, PRASARANA, Royal Malaysian Air Force, Boustead Heavy Industries, AON Group, NAFAS, SME Corp Malaysia, IOI Group, UOA Group, Permodalan BSN, Suruhanjaya Perkhidmatan Air Negara, Aerodarat, VFIVE, Kumon, Osstem, Daxonet, Shoraka Group and other various public and private sector organisations.
To date, he has facilitated more than 70 training programmes, conducted over 400 interviews and competency assessments, and accumulated more than 100 coaching hours with professionals at various levels, from emerging talents to senior leaders.
Known for his practical, engaging, and highly interactive facilitation style, Shanizam combines real-life corporate experiences, case studies, group activities, coaching techniques, and workplace simulations to ensure learning is relevant, impactful, and immediately applicable.
His guiding philosophy is:
“Training should not only be informative, but transformative — practical, engaging, and sustainable beyond the classroom.”
Evaluation Summary
Evaluations are collected through private QR links shared by trainers after actual training sessions.