Member-Only Event

Customer Service Excellence in Travel Trade

By the end of this workshop, participants will be able to practise interpersonal communication skills and courtesy, as these are the prerequisites in delivering excellent customer service. Come and join us now!

Date and Venue

Thu, 25 Apr 2019 (9:00 AM - 5:00 PM)
MATTA Sabah Chapter Secretariat Office
1ST Floor, Lot 9, Block A
Damai Point Luyang
Kota Kinabalu
88300, Sabah

Additional Info


There is no shortage of customer service programmes catering to the general market stressing on the importance of being nice to customers. Participants get to listen to a long list of dos and don’ts, but they fall back to square one in a matter of time. This is because customer service is a standard that must be set by the organisation, not individuals, to be consistent and sustainable. Therefore, all levels of staff must be trained on the science and art of customer service, not just front-liners.


By the end of this workshop, participants will be able to practise interpersonal communication skills and courtesy, as these are the prerequisites in delivering excellent customer service. They would have learned how to listen actively and communicate verbally, vocally and visually, and there is no customer service without showing courtesy. They would realise the importance of courtesy and customer service at both individual and organisational level, which could make or break their career or business.


The workshop is conducted mainly in English, but participants are free to use any other language for better expression to improve themselves. It is highly interactive, and participants are encouraged to share experiences and ideas. Towards the end of the workshop, participants could share what they have learned by stating what they can do to raise customer service standard, at their own and company levels. To ensure training is most effective, the workshop is limited to 30 participants.


  • Frontliners serving customers face-to-face, over the phone or internet
  • Supervisors, executives, managers and general managers
  • Company directors and business owners
  • In-house or freelance trainers conducting Customer Service programmes


Mr. YS Chan has more than 45 years of experience in the travel, transport and training industry, starting as a Tourist Guide, then Tours Coordinator, Maintenance Manager, Car Rental Manager, Fleet Operations Manager, and General Manager in seven companies: Cloud Ten, Ken-Air, Mandarin, CityLimo, Mayleisure, Asia Experience and Delta Trend. He has also worked fulltime in MATTA School of Tourism as Centre Manager and later Consultant, and MATTA Liaison Manager from 2014-2019.

Chan is an ASEAN Master Tourism Trainer for Travel Agencies, Master Trainer for Courteous Malaysian Workshop and Travel and Tour Enhancement Course. He was a lecturer and examiner for tourist guide courses from 1990-2000 and conducted world-class training programme for local hosts from 1999. He is a columnist and writer with over 1,900 publications in English newspapers and news websites such as the Star, New Sarawak Tribune, Malaysiakini and Free Malaysia Today. He is also an industry consultant for car rental and leasing; travel, tours and event management companies; and Contingency Plans consultant and trainer. He was a panelist in the 2015 Land Public Transport Symposium, 2018 IDEAS Roundtable Discussion on E-Hailing, and credited as Researcher for 2018 Occupational Framework for Travel Industry.


Members interested to participate, kindly submit your registration to MATTA Secretariat; attention to Mazlina at / Tel No +603 9222 1155 before 12 April 2019, 5.00 pm, with the following details:


MATTA members will enjoy a special registration fee at RM 200.00 nett per person. Please remit payment to below account details, and provide your payment advice to Finance Dept, at email

Malaysian Association of Tour & Travel Agents
Public Bank Berhad
Number : 3209193214

Thank you.

VP Education & Training
Term 2017 – 2019

More Info Contact

Mazlina Ghazali
Industry Services Executive