Customer Services Essentials

SIM Professional Development

How long?

  • 1 day
  • in person

What are the topics?

SIM Professional Development

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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.

Learning Outcomes

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

  1. Objectives of Customer Service

  2. Time Value of a Customer

  3. What is Service Excellence

  4. Obstacles in providing excellent customer service

  5. Understanding customer’s needs and wants

  6. Customer’s expectations and Customer’s experience

  7. Service Standards

  8. Hierarchy of Customer Service

  9. Touch Points and Moments of Truth

  10. Difference between Customer Satisfaction and Customer Loyalty

  11. Six key elements of great customer experience

  12. Ways to add value to customer relationship

  13. GEM Service – Going the Extra Mile

  14. Taking responsibility for demonstrating customer care

  15. Mastering ways to develop and maintain a positive customer-focused attitude

  16. Service breakdowns and service challenges

  17. Turning difficult situations into opportunities

  18. Understanding Empathy and demonstrating Empathy in customer service

  19. Making customer service a team effort

  20. Making Excellence a habit

Experts

Francis Ho

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...

Customer Services Essentials at SIM Professional Development

From  SGD 428$325

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Disclaimer

Coursalytics is an independent platform to find, compare, and book executive courses. Coursalytics is not endorsed by, sponsored by, or otherwise affiliated with any business school or university.

Full disclaimer.

Read more about Marketing

During Marketing courses, you will learn how to develop a business idea and create the right website to promote your product. You will gain the skills to analyze your business performance and make key decisions that improve the efficiency of your bus...

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.