Overview
Service excellence is the foundation for organization success. When service professionals are able to provide professional support to their customers, they will be able to win their customers’ heart and raise their organization’s reputation.
Course Outline
1. Taking Pride In Providing Customer Service
-Build confidence and taking pride as a service professional
-Develop service mindset and position oneself as a service consultant
2. Understand Your Customer’s Journey
-Understand your customer’s needs through customer journey map
-Anticipate customer needs by understanding their pains and gains
3. Understand The Five Dimensions Of Customer Service
-Self-assessment on your own service competency
-Deliver better customer service using the RATER model
4. How To Project Professional Image Through Phone And Email
-Learn techniques to project vocal confidence over the phone
-Use professional words and phrases when replying to email complaints
5. Handle Difficult Customers
-Understand the psychology of difficult customers
-Handle difficult customers using the C.A.R.E. model
Learning Objectives
-Gain confidence and take pride in providing customer service
-Understand how to create a pleasant customer experience
-Learn the framework to provide excellent customer service
-Practise how to project professional image over the phone and through emails
-Handle difficult customers professionally and resolve their complaints
Training Methodology
The workshop is designed to deliver maximum result through experiential learning, case studies, group discussions, self-reflection and translation into actual action plan that can be applied immediately at work.
Trainer Profile
Koh Thong Joo is a business practitioner with more than 23 years of working experience in Multi-National Corporation; Statutory Board; Small & Medium Enterprises and Public Listed Company.
During his career, he had spearheaded various portfolios including sales & marketing; business development; strategic planning and management consultancy.Thong Joo holds certification in Exec Master of Science (I/O Psychology & HR Management) by City University of New York; WSQ Diploma in Adult and ContinuingEducation (DACE); WSQ Advanced Certificate in Training and Assessment (ACTA); Certificate of Business Chinese; Certified Practitioner Of Neuro-Linguisitic Programming®(NLP); Certification as a Human Behavior Analyst (DISC Profiling); the Silva Method; and Business Coaching.
Administrative Details
- Please log on with your Username and Password to register. If you have no existing account with Singapore Business Federation (SBF), please create one for registration.
- Upon registration, you can make payment directly by PayPal (for Credit / Debit Card), PayNow Corporate or Bank Transfer. An auto e-acknowledgement and invoice will be sent to your registered email.
- No cancellation is allowed upon registration but attendance by a replacement delegate from your company due to exigency could be facilitated. Please notify SBF of this change, giving at least 3 working days’ notice prior to the date of the workshop to enable logistical arrangements for the replacement.
- Full payment must be received with registration prior to the date of the workshop to guarantee your place.
- Admission into the workshop is only allowed if payment / proof of payment has been received prior to the day.
- Participants will still be liable for payment in the event of no-show on actual day of the workshop.
- SBF reserves the right to cancel, postpone, reschedule or make any adjustments to the workshop where necessary.
Payment Options:
Select one of the following electronic payment options available (Please key in the invoice number for our reference)
- PayPal (pay by Credit or Debit card)
- PayNow Corporate (UEN: T02SS0073H)
- Bank Transfer (Bank / Branch Code: 7375 / 018, Account No: 118-313-180-5)
- Billing Organisation via UOB or DBS Website/Mobile app
Ref No.: SB220619
DISCLAIMER
All information, materials and related graphics contained herein and/or provided in the course of the training session(s) (hereinafter referred to as “Information and Materials”) are intended for informational and/or educational purposes only. The Singapore Business Federation does not claim ownership of any of the Information and Materials provided by the external training vendor(s). The information and Materials may from time to time include technical inaccuracies or typographical errors, and changes may be added periodically as may be necessary. Please note that photography, audio and video recording may occur during these events. All photography, audio and video recording may be used by Singapore Business Federation for education, marketing, promotional and/or publication purposes. If you do not wish to have your image recorded or published, for compelling and legitimate grounds relating to your particular situation, please inform our staff.