Custom Training Modules for Client-Facing Staff

About Our Client

Our client is a global provider of financial services, and are currently the only bank to have a presence in all ten ASEAN markets. Scicom was tapped to provide customer engagement training to our client’s Malaysia-based Integrated Middle Office (IMO) staff to ensure that they were able to communicate effectively, and provide quality customer service to their commercial and corporate customers.

Solutions Provided

  • Customer Service Fundamentals: Development of core customer service capabilities among support staff including building trust with customers, being courteous, tactful reasoning and empathy
  • Conversation Structuring Skills: Structuring customer conversations to achieve previously set goals – support staff learnt how to convey requirements to customers and probe/re-affirm information
  • Email Writing Fundamentals: Participants were made to understand the importance of planning when writing emails, the basics of email etiquette, and the components of effective email messages
  • Barriers to Email Communication: This module focused on the barriers that are typically experienced in two areas of email writing – email format and message content

Key Outcomes

Exceptional client engagement skills
Ability to engage with clients to create positive customer experiences, while also conveying professionalism through the appropriate use of language, tonality, speed, pitch and inflection
Email writing best practices
Ability to write clear and well-structured professional emails, while also customising emails to a client’s specific needs

Results Achieved


111 FTEs trained over course of programme


40% increase in knowledge of customer service fundamentals across all participants

More Case Studies

Our client is a premier award-winning hotel and resort chain that currently owns and operates a range of 5-star hotels and resorts located across the South Asian region. We helped our client enhance their customer experience levels by providing them with additional support channels, and facilitating booking and enquiry efficiencies for all of their properties located in Sri Lanka.
Our client is an online provider of hotel booking services, with access to over 300,000 hotels worldwide. Scicom were engaged to provide omnichannel customer support to improve customer satisfaction (CSAT) and service levels, while also lowering attrition levels among support staff.

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