Getting and staying in touch with your customers to give them a good customer experience is a skill that every service provider would like to achieve. This would certainly help not only to bring in new customers but to maintain the business. When things turn sour, it is the duty of the service professional to please unhappy customers and manage their expectations. This training programme shows you how to achieve this in order to make an impact to the customer and your company’s profitability.
At the end of the course, learners will be able to:
- Understand the implications of effective customer service.
- Practise the Do’s and Don’t’s of attire, attitude and behavior to project a professional image.
- Apply service first principles and the pillars of success in service excellence.
- Identify the steps and correct practices to demonstrate memorable service, manage customer expectations and resolve problems.
- The impact of “Moments of Truth” in customer service.
- Best practices in an “ideal service situation”.
- Feel good about yourself – proper grooming, body language and service behaviour.
- Who are your customers and what do they want from you?
- Customer behavioural pattern and the repercussions of dissatisfied customers.
- Benefits of excellent service to you, your customers and your organisation.
- Demonstrate courtesy, respect, consideration, empathy, and service from the heart.
- Use positive communication to move customers into action.
- Apply proper eye contact, smile and positive behaviour to connect with customers.
- Listen effectively, ask relevant questions and apply problem-solving skills to convert challenging moments into sales opportunities.
- Impress and inspire your customers to achieve trust and loyalty in the long term.
- Summary and application back-at-work.
Besides trainer input, this is going to be a highly participative hands-on training programme with plenty of discussions, group activities, case studies, and role-plays.
Customer Service Professionals who need to provide customer satisfaction.
“It has been fun and insightful to learn skills which are applicable to my line of work.”
– Customer Service Executive, International Hotel Chain
“Catherine was very positive and engaging and has had great experience in all aspects of this course. Perfect !”
– Manager, Coca-Cola International (Thailand)
“I would like to express my heartfelt appreciation for the excellent training you had conducted for us. The workshop was engaging. fulfilling and interactive. I found it beneficial and would apply the skills learnt in the workplace.”
– Sales Manager, Sony Asia Pacific
Catherine Syn has conducted both public and in-company seminars and workshops in Secretarial & Office Administrative Practices, Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation’s training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.
Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.
Among the many companies she has provided training for, some of them are: Ritz Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, Sony Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua Primary School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, Etiqa, Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, Senoko Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, German Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips Singapore, Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, A-Star, Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM Services, Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, Hunting Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Maldives International Airport and MNCs in China.
SPF
The course is very informative and was very well delivered by the lecturer.
SPF
The course contents were clear and precise. The instructor was able to keep the class highly motivated and engaged.
ICA
From this course it clears up my misconception regarding counseling in terms of the outcome that shouldn’t come from me. I realized my role of counseling people. Thank you for the valuable sharing.
IDA
Mr. Praga is very good and thus makes one thinks hard and deep. Thank you.
Singapore Customs
The role-play was helpful. MICA This was a very interactive and engaging workshop. I get to learn a lot.
Singapore Customs
Has gained several insights into the topic and has been beneficial with the several coaching model available to work with.
MCYS
Good trainer, enjoyed his course.
SPF
A very good course with spiritual enlighten and very pleasing to my soul. Well done! Brilliant lecturer!
HAS
Trainer is good who love to share his knowledge and methods.
NUHS
Rodney has provided alternatives to handle employees in different work context. Through effective communication tactics and K.S.A approach, employees faces can be understood and furthermore improve on their performance.
NUHS
Rodney was clear with his presentation and was able to provide comfortable alternative solutions to manage difficult situations.
Anonymous
Dr Gabriel, thank you so much. Will live by your parting advice: It is not knowledge but consciousness of body language! Thanks again. Great course! Gabriel is really an experienced person.
SEAP
I was greatly interested in this course. Thank you.
AIA
This is an excellent program to improve the aesthetics and impact of PowerPoint without making it looks cheap or amateurish. I’m amazed at how my skills improved by almost 300%.
MOM
This course is very engaging delivery.
ITE
Will recommend to colleagues to pick up this course.
SPF
Very enlightening and enjoyable session. Thank you for the knowledge.
NYP
Previously attended michael’s course. Finds that he constantly updates materials and customizes to suit class needs. Addresses case studies brought up in class to make it appreciable throughout.
PT Bukit Makmur Mandiri Utama
This course is good with the role play to practice.
Training Strategies
A good course.
MCYS
This course has added value to my current work.
Ngee Ann Polytechnic
The course is useful and has a number of useful conflict resolution skills that I will most certainly use.
Ministry of Education
Comprehensive with good and realistic practical tips, stimulating and thoughts provoking.
Ministry of Manpower
Trainer is engaging, enthusiastic and knowledgeable.
Republic Polytechnic
This course is good and fun.
Jurong Town Council
This course has been excellent and an eye-opener. It is most definitely very informative and appropriate. It is also a reality check for all of us.
Flotech Controls Pte Ltd
Very good course – practical!
Singapore Prisons
Enjoyed the entire course and the rainer is very good in applying examples relevant to the workplace.
Ideal Foods Pte Ltd
Very practical and interesting.
People’s Association
Nancy is a wonderful instructor. She is very knowledgeable.
Institute of Education
Nancy is already a motivator. Allows me to see things at different angles. Totally agree with her that a lot of situation is about managing oneself. Enjoy her course totally.
KK Hospital
Great course. Exceptional Facilitator.
Singapore Prisons
Overall is good. I have learnt a lot. Thank you so much Nancy.
Thye Hua Kuan Hospital
Good sharing of experiences by the trainer. I have enjoyed this 1 day seminar.
Nanyang Technological University
I will recommend this to my colleagues who have negative attitude towards their life, so that they can maybe change their mindset after that.
WWW Cargo Pte Ltd
Nancy is very clear, engaging and insightful. She is able to tap on her vast experience to share with us ideas and ways to deal with different kinds of people. Great!