Purpose: This study explores the level of customer satisfaction towards customer services centre in PLUS at Sg. Rasau and Subang. Customer service skills i.e. reputation-building skills, problem solving skills and verbal communication skills performed by the frontline employees are analysed and studied in this research to measure the customer satisfaction.
Design/methodology/approach: This paper represents the result or findings of 354 respondents by distributing questionnaire at Sg. Rasau and Subang Customer Service Centers of PLUS Bhd. this is quantitative research which the data obtained will be analysed by using SPSS software.
Findings: This paper analyzed the customer service skills performed by the frontline employees. The skills highlighted in this paper are reputation-building skills, problem solving skills and verbal communication skills. The findings shows that there is marked positive relationship between reputation-building skills and customer satisfaction level. Furthermore, there is high positive relationship between problem-solving skills and customer satisfaction level. There is marked positive relationship between verbal communication skills and customer satisfaction level. These three (3) independent variables also shows significant coefficient towards customer satisfaction level.