TMO Strengthens Frontliners’ Customer Experience Skills Through CX Training

The Touchpoint Management Office (TMO) has successfully conducted another round of Customer Experience (CX) training for MMU frontliners, covering three key areas: Managing Difficult Clients, Effective Customer Management, and Conflict Resolution.

The training sessions were conducted at TM R&D, Cyberjaya, and Menara TM, Melaka, bringing together frontliners from both campuses to strengthen their skills and confidence in managing stakeholder experiences at MMU.

Participants were also introduced to the Zero Turn Away concept, which emphasizes resolving stakeholders’ requests at the first point of contact without unnecessarily referring them to another department. This approach aims to enhance service efficiency, reduce waiting time, and deliver a seamless stakeholder experience.

As part of its continued commitment to service excellence, TMO will be organizing more CX training programmes in Q4 2026 to further strengthen frontliners’ capabilities and support the successful implementation of the ONETOUCHPOINT initiative, launched in early 2026.