ProActive Training & Education

Training Hotline: (65) 6838 0095

Winning Customer’s Heart (English)


Date: 26 Jul 2017
Time: 9am-5pm
Venue: Furama RiverFront, Singapore (or equivalent)
Refreshments: 2 Coffee Breaks & 1 Lunch provided
Fees: S$400 (Nett)
Early Bird Discount: 5% Discount if company registers before/on 26 June 2017
Group Discount A: 10% Discount if company sends 3-4 participants to the same class
Group Discount B: 15% Discount if company sends 5 or more participants to the same class

 

Program Outline

Customer is my boss

  • Winning through customer service
  • Aiming for customer satisfaction
  • Keeping customers in our hearts and minds

I love my customers

  • Embracing service culture throughout the entire organisation
  • Serving the customer sincerely
  • How to provide value-added services to our top 10% of the most valuable customers

Improve customer satisfaction and loyalty

  • Focusing on service details, thinking for the customer
  • Managing customer complaints
    • Logging customer complaints
    • Never ever argue with the customer
    • Solving customers’ problems wholeheartedly
  • Putting joy and happiness into serving our customers

 

Who should attend?

  • Customer Service Frontline
  • Sales Personnel
  • Admin & Support
  • Receptionists and
  • Other Professionals who have direct contact with customers and want to enhance their service skills.

 

About the trainer: Ken Wong


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

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

    Mr. A. Hamid – Senior Mgr, City Gas 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
  • 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 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
  • 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
  • “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
  • 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 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
  • 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
  • “The sharing of experiences and role playing are beneficial, especially for supervisors like myself.”

    Mr Louis Lim – Assistant Director, Ministry of Transport HQ
  • “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 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 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 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
  • “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