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    Event Profile
    Class/
    Online
    Classroom
    Date April 30, 2019
    Time 9:00am to 5:00pm
    Venue Holiday Inn Singapore
    Orchard City Centre
    11 Cavenagh Road
    Singapore 229616
    Fee SGD 390.00
    3 & above: SGD430.00 each
    For Member
    SGD 370.5
    3 & above: SGD408.5 each
    NoteTwo tea breaks and buffet lunch will be served. Limited complimentary car parking coupons are available upon request.
    Other Date(s)1) Jun 03, 2024
    2) Sep 02, 2024
    3) Dec 02, 2024
    Trainer
    Activity
    You may reach us via
    T: 6204 6214
    E: info@ccisg.com
    Alternatively, you may send below details to register
    Contact Person
    Company (optional), Name, Job Title, Mailing Address, Tel, Email

    Participant(s)
    Name, Job Title, Email
    What is good customer service? Is it just applicable for customer-fronting staff? How can we go from good to awesome customer service? What are the common challenges when trying to deliver customer service? How can we handle demanding customers and build trust relationships?

    This program is designed to answer the all important customer service-related questions. Participants will learn the best practices and techniques to deliver exceptional service, while feeling accomplished in resolving customer issue.
    Objective
    At the end of the workshop, participants will be able to:
    • Customer service best practices
    • Handling difficult customers
    • Building trusted partner-relationships
    • Resolving conflicts objectively
    Outline
    Customer Service Best Practices
    • What is Customer Service?
    • The Importance of Customer Service
    • Customer Service Done Right: 10 Best Practices

    Handling Difficult Customers
    • Types of Difficult Clients
    • Why are they Difficult & Challenging
    • Strategies to Effectively Deal and Cope with Challenges

    Building Trusted Partner Relationships
    • Five Building Blocks to Building Trusted Relationship
    • Factors that Destroy Relationship & Goodwill
    • Conflict resolution from a team perspective
    Who should attend
    Wide range of professional, not limited to frontline customer service representatives, who are keen to develop a customer-centric mindset in order to enhance their customer service skills.
    Methodology
    This program will be conducted through mini-lectures, interactive activities, games, hands-on exercises, group discussions and case studies.
    Swing Goh's Profile
    Swing Goh is a Facilitator, Speaker, People Developer and Courseware Designer. As a multi-faceted, resourceful and innovative individual, She has nearly 15 years of experience in hands-on Engineering, Quality, Project Management (manufacturing industry) and Customer Service in multinational corporations as well as multi-industrial sectors.

    The strong ability to work in a multi-cultural and diverse environment gives her an advantage in interacting and relating with working professionals from different background; making her a successful and inspiring facilitator in adult learning.

    Swing facilitates WSQ Employability Skills, Generic Manufacturing and Service Excellence modules) and customized programs. Topics include Basic & Advanced ICT, Communication & Relationship Management, Negotiation Skills Best Practices, Initiative & Enterprise, Problem-Solving & Decision-Making, Root Cause Analysis, Systems Thinking, Critical Thinking, Project Management, Develop High Performance Team, The Facilitative Leader of Self-Managed Team, Manage Cross Functional and Diverse Team, Creative Leadership & Self Development, Enable People, Team Success, Apply Quality System, 5S Techniques, Failure Mode Effect and Analysis, Manage Process Improvement, Lean Six Sigma, Business Process Reengineering, Value Stream Mapping, Provide GEMS, Respond to Service Challenges, Coach for Service Performance, Establish Relationship with Customers, Professional Telephone Skills, Excellent Service Role Model, Personal Effectiveness, Change & Adapt Now! And Time & Stress Management. Her clients, amongst many, include AB Scitex, AMK Town Council, ASME, Broadcom, CHASSasia, Dialog Asia, Evergreen Shipping, Food Empire, Food Junction, Fu Yu Manufacturing, Hexon Technology, Home Team Academy, Jurong Port, K Box, Leonian Holdings, Makino Asia, Maybank, MINDEF, New Port Duty Free, Oil States Industries, Singapore Power, Singapore Technologies Marine Ltd, Swiss Precision and Wine Connection etc.

    She is active in areas of courseware development and consultancy work which includes Training Needs Analysis for corporate clients. She also runs Work Place Literacy (WPL) classes from e2i (Employment and Employability Institute) and STA (Singapore Taxi Academy).

    Swing has a Master’s Degree in Engineering Science (Engineering Management) and a Diploma in Quality Assurance Engineering. She is also a professional coach in Transformative Coaching; an International Coach Federation (ICF) approved training program.
    Remark
    Breakfast, two tea breaks and buffet lunch will be served; complimentary car parking coupon will be provided upon request
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