As service providers, we sometime find ourselves facing or handling "difficult customers". When we have to deliver "bad news", say "no" to customers or to people in power, we're often tempted to placate with a "yes". It is indeed a challenge trying to balance the need to be service-oriented and the need to deliver difficult messages to our customers.
This highly participative course is designed for anyone who has regular customer contact (face to face or over the telephone) and wants to develop their skills in delivering great customer service.
The Problem Tree Activity: Defining Difficult Customers
Samantha Sim is an effective trainer with a solid background in modern training techniques and concepts. She exercises competence in customer service, teambuilding, creativity, personal effectiveness and image management. She has provided training and consultancy to business professionals, corporations and government agencies. Partial list of clients include Jet Airways (India), Air Mauritius, Bosch, Performance Motors Ltd, Singapore Island Country Club (SICC), Sumitomo
Corporations, Singapore Power Ltd, SingHealth, Starbucks, Shook Lin & Bok (Law Firm), ST Aerospace, The Planet Traveller, The Wright Gift, CISCO and Ministry of Education. Her spirited and innovative approach to training is filled with ideas and skills that not only makes learning fun and exciting, but also transforms human differences into core assets. As a facilitator, she has developed her own signature program "Service Race", an experiential approach to address service issues and implement service improvements for her clients. In her previous appointment with Singapore Airlines (SIA), Samantha was responsible for professionalising a team of 800 cabin crew members committed to SIA Cabin Crew Training Vision of developing service professionals of distinction within a learning culture. Drawing upon ten years of multicultural experience in the airline industry, she continues to innovate and improve, offering consultancy and training in areas on Customer Service, Personal Effectiveness and Business Etiquette.
She is a B.A. graduate coupled with a M.A. from National University of Singapore. She is also a Certified Behavioural Consultant and a Qualified Colour Consultant.