Turning Customer's Satisfaction to your Advantage


Course introduction

Your best business accounts usually come from customer referrals. Successful organisations have learned that there is a difference between attracting customers, keeping customers and developing loyal customers.

Devoted customers are not only loyal to the organisation, but also serve as advocates and help to solicit new customers by sharing their positive experience.  Therefore, always give customers the memorable experience and they will reciprocate by giving you the referrals by freely advertising for your products, services and your organisation.

Course Benefits

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

  • Learn to get customer to tell favourable stories about them
  • Know how to make customers become their lifelong marketing agent
  • Learn how to continue to keep customers loyal to the company
  • Receive valuable feedback from customers

Target Audience

All service professionals in various industries.

Course Outline

  • What is Customer Satisfaction?
  • What are the benefits of customer satisfaction?
  • Sell and then sell again by creating customer centred goals
  • Turn your customers into ambassadors for your company
  • Measure lifetime value by soliciting customer feedback, speak their language and process improvement
  • Employee influence on customer satisfaction as relationships matter
  • Involve the customer in your branding by sharing your business strategy
  • Be your customer’s superhero through managing for service
  • Turnaround customer’s disappointment into loyalty by giving them more than expected
  • Turn customer’s pain into pleasure by creating a customer service system and service recovery programme
  • Case studies and role-plays
  • Summary and back-to-work application

Available Course Sessions

Please click here to stay updated on upcoming sessions.

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.