Oleh: Muhammad Zafarul Adib Zaidi | zafarul@upm.edu.my

SERDANG, 9 April – The University Veterinary Hospital (UVH), Faculty of Veterinary Medicine (FPV), Universiti Putra Malaysia (UPM), organized a “Kursus Pengendalian Komunikasi Pelanggan” as part of its monthly internal training for April 2026, aimed at strengthening staff communication skills in delivering professional and customer-friendly services.

The course was designed to expose staff to effective communication techniques when interacting with customers from diverse backgrounds, including pet owners, government agencies, educational institutions, and industry players. Emphasis was also placed on the use of polite, clear, and courteous language to ensure accurate information delivery and to enhance the overall customer service experience.

In addition, the course highlighted the importance of online communication, particularly through platforms such as WhatsApp, which has become a primary medium for customer interaction. Based on the presentation, elements such as responsiveness, professional language use, accuracy of information, and a customer-friendly approach are essential in shaping the organization’s image and improving customer satisfaction.

The course was conducted by Dr. Sharifah Sofiah binti Syed Zainudin, Senior Lecturer from the Department of Communication, Faculty of Modern Languages and Communication (FBMK), UPM, who shared practical guidance covering communication ethics, common mistakes in customer interactions, and techniques for handling various customer situations, including those involving emotional clients.

The programme involved the participation of various employment groups, who serve as the hospital’s frontliners. The organization of this course is seen as a proactive step in strengthening a culture of quality service, while enhancing UVH’s image as a professional and customer-oriented veterinary service center.

Focus on the communication course speaker’s explanation

Interactive session between speaker and participants

Experience sharing during open discussion session

Date of Input: 09/04/2026 | Updated: 09/04/2026 | zafarul