Who should attend
Level 1 - Admin & Support
About the course
Service staff needs a strong educational and training foundation before they can start providing outstanding and consistent customer service. This programme helps to equip them with the service foundation.
Course benefits Business Outcomes
Service staff can build a strong foundation and service culture for service excellence.
At the end of the workshop, learners will be able to acquire a customer-centric mindset and the tools and techniques to provide consistent and outstanding customer service.
Course outline 1. What is Customer Service
Objectives of Customer Service
Time Value of a Customer
What is Service Excellence
Obstacles in providing excellent customer service
Understanding customer’s needs and wants
Customer’s expectations and Customer’s experience
Hierarchy of Customer Service
Touch Points and Moments of Truth
Difference between Customer Satisfaction and Customer Loyalty
Six key elements of great customer experience
Ways to add value to customer relationship
GEM Service – Going the Extra Mile
Taking responsibility for demonstrating customer care
Mastering ways to develop and maintain a positive customer-focused attitude
Service breakdowns and service challenges
Turning difficult situations into opportunities
Understanding Empathy and demonstrating Empathy in customer service
Making customer service a team effort
Making Excellence a habit
Francis Ho graduated from the National University of Singapore with a degree in Accountancy and began his career in the corporate arena, working in various MNCs. In his 18 years of corporate experience, he held various management positions including the Vice President in Citibank and also that of...
Because of COVID-19, many providers are cancelling or postponing in-person programs or providing online participation options.
We are happy to help you find a suitable online alternative.