ProActive Training & Education

Training Hotline: (65) 6838 0095

ProActive Training & Education

Winning Customer’s Heart (Mandarin) 赢得顾客的心


Date: 26 Feb 2020
Time: 9am-5pm
Venue: Furama RiverFront, Singapore (or equivalent)
Refreshments: 2 Coffee Breaks & 1 Lunch provided
Fees: S$450 (Nett)
Early Bird Discount: 5% Discount if company registers before/on 26 Jan 2020
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

顾客才是我的老板

  • 以顾客满意为宗旨
  • 我爱我的顾客 – 把顾客放在心上
  • 真诚地服务顾客

创造美好的服务经验

  • 提供专业的电话技巧
  • 与顾客友善地沟通和聆听的技巧
  • 如何为10％最宝贵的顾客提供特色服务?
  • 注意服务细节， 为顾客设想

提升顾客的满意度和忠诚度

  • 处理顾客的不满
    • 记下顾客的抱怨
    • 永远别跟顾客发生争执
    • 全心全意为顾客解决问题
  • 如何处理不讲理和伤脑筋的顾客?
  • 把服务顾客变成一项赏心悦目的工作

 

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

 

What others say

“I have learnt how to think out of the box, how and what we can do to enhance service. Ken is creative and unique using games to make us think and link to the course and explain thoroughly.” – Ms Thoi Yu Ying, Assistant Housekeeper, Royal Plaza on Scotts

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

 

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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

  • 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

  • “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 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

  • 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

  • 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 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 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 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

  • He has good knowledge in handling situations.

    Ms June Ng – Assistant Manager (Sales & Operations), Enzer Electronics 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

  • 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 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 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

  • “…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

  • “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

  • 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 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