An effective customer service provider needs to have the professional qualities that customers like to see before they place their business with your organisation. Service professionals need to understand that they are very important links between the customers and the organisation.
Their role in providing customer care, recognising customers' needs, meeting and exceeding such needs and expectations is crucial for them to gain the all-important competitive advantage.

Course Benefits

Upon completion of this workshop, participants will be able to:

• Delight the customer by going beyond customer satisfaction
• Know how to handle customer behaviour by understanding their needs and expectations
• Develop effective interpersonal communication and problem-solving skills
• Manage stressful situations with customers face-to-face and over the telephone
• Reduce customer turnover for long-term benefits and success

Target Audience

Executives, Officers and staff who are required to deal directly with external customers and various internal departmental colleagues.

Course Outline

1. The value and belief of customer care
2. Recognise different customer personalities
3. Cost of a dissatisfied customer
4. Delight the customer by exceeding their expectations
5. Qualities of a good customer service professional
6. Professional telephone techniques and courtesy
7. Manage different stressful situations with the irate, rambling, insistent, threatening or vulgar customers
8. Know how to influence the attitude of your customers

Available Course Sessions

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Trainer Profile

Catherine Syn

Catherine Syn has conducted both public and in-company seminars and workshops in Business Correspondence, Report, Proposal and Minutes Writing, Customer Service, Handling Complaints & The Difficult Customer, Teambuilding, Time & Stress Management, Communication & Relationship Management, Secretarial & Office Administrative Practices. She has been working closely with individual client companies on the development and design of training programmes to their specific organisation's training and developmental needs. An approved lecturer with the Singapore Ministry of Education, Catherine studied Business in Australia, was a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer for WSQ courses including Certified Service Professional. She has held the positions of Executive, Manager, Corporate Trainer and Consultant for the past three decades.

Since 1990, she has been training management professionals, managers, executives, secretarial, administrative, front-line sales, engineering, operations and service staff of both public and private sectors in Singapore, ASEAN and China. As an experienced trainer, she has successfully applied service qualities principles and competency assessments in all her communication courses in the areas of business writing, face-to-face communication, customer service, managing difficult customer-situations using effective interpersonal, communication and problem-solving skills. A versatile and bi-lingual trainer, she relates well to all participants and has excellent delivery and presentation skills that meet the motivational needs of each and every participant.

Among the many companies she has provided training for, some of them are: Ritz Carlton, Swiss Hotel Merchant Court, Marina Mandarin, Becton Dickenson, Sony Asia Pacific, NTU, Singapore, Ngee Ann and Nanyang Polytechnics, ZhengHua Primary School, Carrier Transicold, Marsh Brokers, China Taiping Insurance, AIA, Etiqa, Liberty Insurance, SIA, Komatsu, DSO, DFS, NYK, AET Tankers, Du Pont, Senoko Power, John Crane, Hewitt, SembCorp Marine, Nippon Express, Nippon Koa, German Centre, Tanaka Electronics, SOXAL, Speedy Tech, NatSteel, Philips Singapore, Teck Wah, PSA, LTA, HDB, CPF, DSTA, RSAF, MCMD, Ministry Of Education, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, CAAS, CIAS, SATS, LTA, A-Star, Toshiba, AWWA, SingStat, Department of Statistics, Crown Worldwide, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, Loreal, Shisedo, Sa Sa Cosmetics, Cummins Diesel, EM Services, Esmaco, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, AGC Flatglass, Hunting Energy, Orange Business, Cristofori, LF Contennial, Wah Yang Production, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Maldives International Airport and MNCs in China.