| Event Profile | |
| Class/ Online | Classroom |
| Date | October 29, 2018 |
| Time | 9:00am to 5:00pm |
| Venue | Mandarin Orchard Singapore 333 Orchard Road Singapore 238867 |
| Fee | 7% GST will apply SGD 480.003 & above: SGD450.00 each For Member SGD 456 3 & above: SGD427.5 each |
| Note | Two tea breaks and buffet lunch will be served. Limited complimentary car parking coupons are available upon request. |
| Trainer | |
| Activity | |
Customers these days are really spoilt for choice, especially with modern technology causing disruptions to traditional business models - Grab and Uber, being examples. Providing just great customer service is no longer sufficient & the norm as that doesn’t guarantee your customers’ loyalty to your company, products or services. So, what is your company doing to "enhance" your customer’s experience in their dealings with you, and how are you "maintaining" their loyalty?
In this enlightening and informative 1-day workshop, participants will realise that it doesn’t require a rocket science approach to enhancing your customer care and maintaining their loyalty to your company.
In this enlightening and informative 1-day workshop, participants will realise that it doesn’t require a rocket science approach to enhancing your customer care and maintaining their loyalty to your company.
Objective
At the end of this workshop, participants will:
- Learn to "think out of box"
- Know what is it that customers really want
- Find out what are the elements that can influence customer care
- Realise why does the customer "fire" you?
- Uncover what may be wrong with your customer service processes and the advantages of great customer service
- Know what not to do when something goes wrong...
- Learn how to handle an "angry" customer
- Find out the elements that breeds customer loyalty
Outline
- The rewards of C.A.R.E.
"Credibility", "Accessibility", "Reliability", "Excellence" - what CARE means to your company, products & services and your customers
- What do customers really want?
What is it that customers really want & usually look for in their service provider; how well do you know your customers?
- Elements that can influence customer care
From initial contact to the follow-up process; how often and when do your customers hear from you?
- Why does the customer "fire" you?
The many reasons that allow for a customer to "fire" you & how to avoid them
- What may be "wrong" with your customer service?
Reflections on what may be "wrong" with your customer service processes & understanding the advantages of having a great customer service regimen
- When something goes wrong...
What not to do when something goes wrong - citing company policy, giving excuses etc.
- Handling an angry customer
We’ve all probably experienced an angry customer before - uncover techniques in which to calm them down
- Elements that breeds customer loyalty
Being "unusual" where & when "usual" is expected; innovate your service offerings & the way in which your services are offered
Who should attend
This interactive workshop is specially designed and recommended for all frontline, receptionists & counter staff in regular contact with customers. It is also suitable for those in the sales; admin, customer, service & technical support; call centre staff.
Methodology
This session includes group discussions & presentations, videos, personal assessments, case studies & role-plays.
Gregory Chua's Profile
Gregory is a very dynamic and entertaining trainer/speaker. With more than 20 years in direct sales, he brings with him a wealth of experience in the field of personal selling - from telephone prospecting techniques to face-to-face selling skills that garner results.
Gaining his experience from marketing office security and medical equipment, Gregory spent 13 years in a local leading business and credit information service provider.
As a Senior Account Manager, he was tasked with marketing the group's services ranging from business/credit information to debt recovery and account receivables management. Besides holding the highest sales record in the company & being responsible for growing the customer portfolio, he also provided regular training sessions to the sales team on the professional & finer art of selling as well as debt recovery techniques to collection officers in the group of companies.
Apart from being the official in-house trainer, Gregory has also conducted many external seminars and workshops to participants from the Government ministries and statutory boards, Multi-National Corporations as well as Small & Medium-sized Enterprises. Some of these include Ernst & Young, BP Singapore, ExxonMobil Asia Pacific, NTUC Income, Hong Leong Asia, Hong Leong Finance, Singapura Finance, Epson Singapore, Chubb Singapore, Tuas Power, Societe Generale, Gleneagles Hospital, National Cancer Centre, National Heart Centre, National University Hospital, J.V. Fitness (California Fitness Centre), Starhub Ltd, Pacific Internet, Tenet Insurance, QBE Insurance (Intl), Maybank, OCBC Bank, HSBC, RHB Bank, ECICS Ltd, Cycle & Carriage Industries & many others.
Gregory was also a trainer for the Singapore Association of Credit Management (SACM) on the certification program "Collections Best Practice."
Gregory believes in the principle of giving only the best of oneself & never shortchanging the company & customers. His motto: "Where knowledge is.....your greatest asset"
Gaining his experience from marketing office security and medical equipment, Gregory spent 13 years in a local leading business and credit information service provider.
As a Senior Account Manager, he was tasked with marketing the group's services ranging from business/credit information to debt recovery and account receivables management. Besides holding the highest sales record in the company & being responsible for growing the customer portfolio, he also provided regular training sessions to the sales team on the professional & finer art of selling as well as debt recovery techniques to collection officers in the group of companies.
Apart from being the official in-house trainer, Gregory has also conducted many external seminars and workshops to participants from the Government ministries and statutory boards, Multi-National Corporations as well as Small & Medium-sized Enterprises. Some of these include Ernst & Young, BP Singapore, ExxonMobil Asia Pacific, NTUC Income, Hong Leong Asia, Hong Leong Finance, Singapura Finance, Epson Singapore, Chubb Singapore, Tuas Power, Societe Generale, Gleneagles Hospital, National Cancer Centre, National Heart Centre, National University Hospital, J.V. Fitness (California Fitness Centre), Starhub Ltd, Pacific Internet, Tenet Insurance, QBE Insurance (Intl), Maybank, OCBC Bank, HSBC, RHB Bank, ECICS Ltd, Cycle & Carriage Industries & many others.
Gregory was also a trainer for the Singapore Association of Credit Management (SACM) on the certification program "Collections Best Practice."
Gregory believes in the principle of giving only the best of oneself & never shortchanging the company & customers. His motto: "Where knowledge is.....your greatest asset"
