ProActive Training & Education

Training Hotline: (65) 6838 0095

Managing Your Customer Service Team

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

 

Key benefits

  • Able to Define Customer Service Excellence
  • Able to Forge a Customer-Centric Culture in your Team
  • Know How to Set KPI for your Team
  • Able to Manage Customer’s Expectations Better
  • Receive Practical Tips on How to Handle Complaints and Manage Difficult Customers
  • Able to Lead and Motivate your Team to achieve Customer Service Excellence

 

Program Outline

Understanding & Defining Service Excellence

  • Defining Customer Service Excellence – Customers’ Perspective
  • Customers And Us – The WE Concept
  • Benchmarking Against Top Service Organizations
  • Understanding Best Practices in Customer Service – “WOW” Stories

Forging a Service Oriented Working Culture

  • Looking into the Service Mirror – Customers’ Likes & Dislikes about Us
  • Setting and Monitoring Key Performance Indicators (KPIs) in Service
  • The Manager as a Role Model
  • Developing Top Service Professionals – Service Mindset, Knowledge & Skills
  • Rewarding Outstanding Service Performance

Managing Customer Expectations, Complaints & Difficult Customers

  • Identifying & Meeting Customer Needs, Wants & Other Issues
  • Emotional Quotient (EQ) and Service Quotient (SQ) for Tough Situations
  • Customer-Focused Communication – Talking the Customers’ Language
  • Handling Complaints Professionally – Do it Right the First Time
  • Managing Difficult Customers – Sincerity & Consistency are the Keys to Success

Team Development Opportunities

  • Initiating a Team Action Plan (T.A.P) for Service “Upgrading”
  • Quarterly Service Reviews & Meetings

 

Who should attend?

  • Customer Service Managers
  • Customer Service Supervisors
  • Customer Service Team Leaders and
  • Frontline Professionals who want to Enhance their Team’s and the Organisation’s Professional Image by providing an Excellent Level of Customer Service

 

About the trainer: Ken Wong

 

What others say

“Ken has vast experience in handling various delicate situations & his inputs have been forthcoming.” – Mr. A. Hamid, Senior Mgr, City Gas Pte Ltd

“He has good knowledge in handling situations.” – Ms June Ng, Assistant Manager (Sales & Operations), Enzer Electronics Pte Ltd

“The workshop is interesting & interactive.” – Ms Irene Koh, Customer Service Supervisor, Sonoco Singapore Pte Ltd


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

  • “…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 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
  • Ken has vast experience in handling various delicate situations & his inputs have been forthcoming.

    Mr. A. Hamid – Senior Mgr, City Gas Pte Ltd
  • 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
  • “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
  • The workshop is interesting & interactive.

    Ms Irene Koh – Customer Service Supervisor, Sonoco Singapore Pte Ltd
  • 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
  • “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
  • He has good knowledge in handling situations.

    Ms June Ng – Assistant Manager (Sales & Operations), Enzer Electronics Pte Ltd
  • 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
  • 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
  • “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 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
  • 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
  • “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 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
  • “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
  • 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 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
  • “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
  • “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 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