ProActive Training & Education

Training Hotline: (65) 6838 0095

Delivering Great Service Experiences to Customers

Duration: 1-day
Time: 9am-5pm
Available as customised in-house training.

 

Introduction

Managing Customers well is important for organisations and businesses. Do it well and we would have wonderful and loyal customers for the long term. On the flip side, if we mess it up, we would lose them forever. And not only that, we would also have negative word of mouth advertisements that impact adversely on our business.

To deliver Great Service Experiences, we need to start loving our customers. We also need to acquire the right thinking to serve our customers well – Thinking like the Business Owner and helping the Customers to grow as Money Trees.

Service Frontlines and Supervisors have to be more attentive to service details and speak the service language with customers. Lastly, they have to learn and master the skills and techniques to handle challenging service situations and customers from “Hell”.

 

Key benefits

  • Acquire a great service mindset
  • Deliver great service experiences to customers
  • Pay more attention to service details
  • Handle challenging service situations & customers from “hell”

 

Program Outline

Acquiring a Great Service Mindset

  • Service Encounters with Customers – The Good, the Bad & the Ugly?
  • Acquiring the Right Thinking in serving our Customers
    • “Customers are our Money Trees” Mindset
    • “I am the Boss” Mindset
    • “Difficult Customers are Tests for my Knowledge & Skills” Mindset
  • Thinking & Acting like a “Service Superstar” – Sharing “WOW” Stories

Great Service Delivery to our Customers

  • “Royalty” Treatment for Our VIPs – The Customers
  • Identifying & Correcting Common Mistakes in Service Interactions
  • Loving Customers all the Way
    • Delivering Consistent Great Service to All around the Clock – 24/7 + 365
    • Giving Value Added Services and Going Extra Miles
    • Solving Customer Problems Effectively & Efficiently

Improving Service Details – Looking from Customers’ Perspective

  • Looking into the Service Mirror – Customers’ Likes & Dislikes about Us
  • Talking the Service Language – Key Lessons from Service Gurus
  • Paying More Attention to Details in the Service Experience

Managing Challenging Service Situations & Customers

  • Handling Different Types of Challenging Service Situations
  • Handling Customers from “Hell”
    • The Complaint Queen
    • The Snob
    • The Longwinded
  • Service Recovery Techniques & Empowerment

 

Who should attend?

  • Customer Service Personnel
  • Business Development Personnel
  • Sales Support Personnel
  • and other Professionals who have direct contact with customers and are eager to deliver a superior service to them

 

About the trainer: Ken Wong

Visit Ken’s blog to read his blog posts on:


Administration

  • Confirmation will be emailed to the Training Officer 5 working days before commencement of the course.
  • Cancellations & Postponements are not allowed upon registration. Substitutes are welcomed but must inform us via email at least 1 day before the workshop.
  • No-shows will be billed.
  • All registrations will be taken as confirmed and will be billed accordingly.
  • ProActive Training & Education reserves the right to substitute the trainer, change the venue, postpone or cancel the workshop.

 
Register

 

Testimonials

  • 我在这个课程里学到如何好好地管人管事,从多方面多角度看待问题。黄兆贤先生的授课方式生动,有趣,容易理解。

    Mdm Wu Yin Mei – Supervisor, Broadway Food Centre (Holdings) Pte Ltd
  • I’m able to recognise that every customer is different and requires different approach. Ken is a very knowledgeable, down to earth and pragmatic speaker/facilitator.

    Mr Noor Aldi Alip – Central Narcotics Bureau
  • Personal interaction is excellent with the small group size. Ken has good interpersonal skill and he’s flexible.

    Mr Phua Suan Lian – Housing Unit Officer, Singapore Prison Service
  • Ken has vast experience in handling various delicate situations & his inputs have been forthcoming.

    Mr. A. Hamid – Senior Mgr, City Gas Pte Ltd
  • “I have learnt a lot on balancing different leadership styles. Ken is professional, friendly and expert in his field. I would definitely recommend this program to my colleagues and peers”

    Mr Sum Teck Meng – OO Expert Group, Singapore Police Force
  • The workshop is interesting & interactive.

    Ms Irene Koh – Customer Service Supervisor, Sonoco Singapore Pte Ltd
  • Ken is an excellent trainer. He’s able to quote examples for better understanding.

    Mr Wilson Tan – Customer Support Group Manager S.E.A., DEK Asia Pacific Pte Ltd
  • “I have learnt about the techniques of innovation and producing creativity from the program. Ken is engaging and he imparts key knowledge that is applicable in real work environment.”

    Mr Said Bin Amir Alkatiri – Designate Position, Singapore Police Force
  • “I have a better understanding of the 4G characteristics and familiarisation with Emergenetics which can be put into use when managing my staff. Ken is knowledgeable in the topics covered. Presentation is clear and easy to understand.”

    Mr Siau Kim Boon – Manager, Straits Construction Singapore Pte Ltd
  • “I have gained a deeper understanding on team management and gotten some tips on how to handle multigeneration teams.”

    Ms Zuraidah Binte Mahat – Asst Director, Foreign Manpower Management Division, Ministry of Manpower Singapore
  • “I learn more about Gen X, Y & Z and about myself and my style. Ken is very knowledgeable and able to give good examples and cases to elaborate concepts.”

    Mr Chan Yew Fai – Deputy PE Mfg Manager, The Polyolefin Company Singapore Pte Ltd
  • “…Participants from SPC found the Emergenetics Profiling survey tool useful to gain self-awareness. They also gave compliments to Ken for being an experienced trainer who was able to provide relevant examples and was engaging and approachable in the various learning stages…”

    Mr Chan Jin Kiat – Head, Human Resources, Singapore Petroleum Company Limited
  • “I now understand the different generations to manage them better as a team. Ken is flexible and willing to share additional information to meet the expectations of the learners.”

    Ms Mariam Binte Isahak – Housing Unit Officer, Singapore Prison Service
  • “I have a better understanding of the characteristics of different generations. I would definitely recommend this program to my colleagues and peers.”

    Ms Joycelyn Sum – Assistant Manager, Health Science Authority
  • 学到处理主管和员工之间的相处之道。 讲师,黄兆贤先生的授课方式很生动和有趣。

    Ms Lim Lau Cheng – Logistics Supervisor, Ryder-Ascent Logistics Pte Ltd
  • “I have a clearer understanding of profile of Gen X and Y and the alignment of communication techniques.”

    Ms Amy Lee – National Sales Manager, Servier (S) Pte Ltd
  • The trainer Ken has shared good experiences, short case studies, in depth knowledge in the customer service area.

    Ms Mynn Kang – Senior Customer Care Executive, ZONE Telecom Pte Ltd
  • He has good knowledge in handling situations.

    Ms June Ng – Assistant Manager (Sales & Operations), Enzer Electronics Pte Ltd
  • “I have a better understanding of my profile so as to work and connect with all levels of staff. Ken is knowledgeable and full of drive. He is able to share great examples and stories with the class. Cool! I would definitely recommend this program to my colleagues and peers.”

    SUPT Alan Wong – Ang Mo Kio Police Division, Singapore Police Force
  • “The course is a good reminder of the importance of communication and motivating the group of Gen Y staff under my supervision. Ken has given very relevant examples/situations in explaining his point.”

    Mr Edward Yue – Assistant Head, Sea Export, Singapore Customs
  • I am more aware of ways to manage the 4G. Ken is interactive and passionate about the topic.

    Ms Amanda Ang – OC Logistics, Singapore Prison Service
  • “The sharing of experiences and role playing are beneficial, especially for supervisors like myself.”

    Mr Louis Lim – Assistant Director, Ministry of Transport HQ
  • “I have a better understanding of the different generations. Ken is an experienced trainer. He is able to draw and explain with various examples”

    Mr Chan Kok Hua – Chief Personal Supervisor, Singapore Prison Service