In today’s competitive market, customer loyalty is won through meaningful connections and consistent service
excellence. The HEART of Customer Retention equips participants with a practical framework—Harness
Passion & Mission, Excellence in Service, Attraction through Positivity, Reciprocity in Relationships, and
Trust as the Foundation. This highly interactive programme blends proven strategies with experiential
learning, enabling participants to redefine their approach to customer engagement. Through case
studies, role-plays, and group activities, they will apply techniques to inspire trust, strengthen relationships, and
create lasting loyalty. By the end of the session, participants will be empowered to deliver service with
HEART—turning satisfied customers into lifelong advocates. Strong customer retention not only reduces
acquisition costs but also fuels sustainable growth, supports brand reputation, and advances the
organisation’s long-term strategic goals.
Brochure
— Course Fee: RM 890.00 (Inclusive of 8% Service Tax) —
Module 1: Programme Overview
•Introduction: Getting to know the program, the Trainer and the Participants.
•Pre-assessmentModule 2: Component “H” – Harness Passion & Mission
•Inner GPS
•Discovering personal passions, strengths, skills, value and hidden talents
•Crafting personal mission statement that align with organizational goal
Module 3: Component “E” – Excellence in Service
•Understand customer needs and expectation
•Creating loyalty and retention through customer ACPEL journey
•Recognizing the power of Word-of-Mouth
Module 4: Component “A” – Attraction through Positivity
Module 5: Component “R” – Reciprocity in Great Relationships
•Understand how attraction works in service settings
•Maintaining positivity
•Turning negativity into positivity for opportunities
•About Great Relationship
•Exploring the concept of reciprocity
•Creating opportunities for give-and-take (CASI Framework)
Module 6: Component “T” – Trust as the Foundation
•Making authentic connections
•Building Rapport
•Art of asking meaningful questions
Workplace Essentials by Learning Chamber Sdn Bhd
Customer Relationship Management-
The “HEART” OF CUSTOMER RETENTION
Module 7: Moving Forward
•Recap of HEART Framework your way
•Personal Action Plan
•Post Assessment