It is what we think we already know that often prevents us from

learning...

Thank you.

A measured learning experience

All our Customer Contact

programs are developed

after years of first hand

experience with the

Customer and in a variety

of business situations

involving an array of

global customer service

clients. We are ready to

now impart these to you.

We know the value of Customer Service

Converting the front-liner…

Scicom Academy’s

Customer Contact

programs cover all

areas which are

critical to serving

the customer. It

covers all

platforms of key

interaction with

the Customer.

Front-line Customer Service

T

o

p

i

c

s

Service That Sells…

T

o

p

i

c

s

Call Center Training…

T

o

p

i

c

s

Customer Service Management…

T

o

p

i

c

s

Communication Skills…

T

o

p

i

c

s

The Practical Workshop…

To ensure conversion and knowledge transfer takes place at every course, the following channels are employed to ensure success during workshop sessions;

Practical case studies

Realistic role plays

Review of current compliments and complaints

Small group discussions

Creative thinking exercises

Mystery shopping assignments

Live customer interviews

Challenging quizzes

Knowledge and skill-based assessments, and more

Our Accreditors and Certifiers.

BTEC Accredited Global Learning and

Certification Centre.

Support Centre Practices (SCP) Reselling Partner.

HRDF Accredited Class ‘A’ Educational Service Provider

Ministry Of Human Resource Approved Training Provider

Ministry Of Higher Education Approved Training Provider

MSC Malaysia Approved Training Provider

The Malaysian Opportunity…

Labor distribution by industry…

Where is Malaysia heading?

Current GDP contribution:

•More than 50% of GDP is from the services sector.

• Less than 30% from industry.

•This trend is likely to grow substantially within the next 5 years.

• Is there a structured plan to train the Malaysian working class into world-class service professionals?

WHERE IS THE VOID?

•Malaysia is not systematically gearing itself to be a services oriented nation.

•There is no structured plan to train Malaysians in this sector and to address this and their lack of communication skills.

•Malaysia stands to lose out to other neighboring nations who have a mature service culture compared to itself.

FACTS:

180,000 local university graduates in Malaysia enter the workforce each year.

Out of these, only 2% are formally (or tertiary) trained to do professional work in the (customer) services sector.

The Current Malaysian Workforce

EDUCATION TO PLAY CATALYST ROLE

There is a definite space in which we can own and nurture within the educational industry both in Malaysia

and in Asia . That space is in providing a formal educational pathway specializing in

GLOBALCUSTOMER MANAGEMENTA KEY DRIVER TO THE ASIAN NATIONAL ECONOMIES.

THE TARGET AUDIENCE

PRIMARY• School leavers who want professional skills to go into ‘white collared’ careers in the Customer Management industry.

•Graduates/ working class who want to be assessed, trained, certified and placed in professional customer contact positions.

SECONDARY•Professionals who are already in the Customer Contact space who want to formally enhance their executive skills and be recognized for it.

•Large corporations and government linked companies (GLC’s) to wish to convert current employees into world-class service professionals who will directly contribute to their national economies.

INSIDE THE AUDIENCE’S HEAD

GLOBALjobCONNECT

In a rare attempt to connect qualified customer contact graduates with suitable employers in this field, an interactive JOB PORTAL will act as a conduit and an integral part of this concept, in order to create a structured flow of human capital into the employment market.

UNIQUE SELLING PROPOSITION

THE BRAND PROPOSITION

To provide Asia with a complete certified educational pathway in the Global Customer Management field, through an established, respected GLOBAL educational brand.

Practitioner / Industry led faculty.

TARGETTED INDUSTRIES

Contact Centre

Retail

General

Public Service

Nursing

Hospitality

Airlines

Finance

A REGIONAL APPROACH

SCHOOL OF CUSTOMER CONTACT MANAGEMENT

Customer Contact Pathway in the Airline Industry

Customer Contact Pathway in the Retail Industry

SCHOOL OF LANGUAGES & BUSINESS COMMUNICATION

Primarily to address vernacular speakers whoaim to speak English fluently and in a neutral accent.

A comprehensive competency-based training programme using…

DRAMA, THEATRE, MUSIC AND SLICE OF LIFE….

SCHOOL OF LANGUAGES & BUSINESS COMMUNICATION

SCHOOL OF EXECUTIVE PROFESSIONAL DEVELOPMENT

The Proposed Partnership

THE X FACTOR – A NATIONAL SHOWCASE