This course will help you to appreciate the importance of focusing on customers and meeting their specific needs. The main emphasis of this course is communication and how effective communication can ensure the establishment and maintenance of customer centric service. Through case studies, video presentation and discussion, participants will be introduced to the principles of customer centric service. This course will also help participants to identify their specific service functions and set targets on performance indicators which they can use to measure and continuously improve their overall service excellence.
Service personnel at all levels handling face-to-face and telephone contacts.
James Suresh is a trainer, PR consultant and bestselling author. The co-creator of Singapore's comic icon 'Mr. Kiasu', he has co-written a series of comic books as well as authored books on his military career. He develops comic strips for magazines and scripts for multi-media productions. His recent book entitled 'On a Street in Singapore' has won two awards, namely the Sunday Times Best seller and Reader's Choice Award.
James started his career as an army officer and eventually moved into public relations. Following his 15 year stint in the army, he set up a publishing and design company. After five years in the publishing business, James left to pursue his interest in training and PR Consulting. He is a certified EQ trainer with 'Six Seconds Inc' based in the US, and is also an accredited PR practitioner and an NIE certified teacher.
James is an associate trainer at the Marketing Institute of Singapore and a council member at the Institute of Public Relations Singapore. He conducts seminars and workshops in Singapore and the Asian region. James is a member of the Programme Advisory Committee for Royal Melbourne Institute of Technology (RMIT) and a lecturer in public relations for Curtin University. He is also a member of the editorial board for the Army News.