1-Day Awaken Your Customer Service Senses Course

Course Overview

This course is created, owned, and trained by its original creator, Ms. Swing Goh. Learn from the original creator.

What is good customer service? Is it just applicable for customer-fronting staff? How can we go from good to awesome customer service? What are the common challenges when trying to deliver customer service? How can we handle demanding customers and build trust relationships?

This one-day workshop is designed to answer the all-important customer service-related questions and learn the best practices and techniques to deliver exceptional service, while feeling accomplished in resolving customer issues.

Objectives

Upon completion of the course, learners will be able to:

Understand Customer Service best practices
Handle difficult & challenging customers
Build trusted partner-relationships
Resolve conflicts objectively

Who Should Attend

This workshop is suitable for a wide range of professional, not limited to frontline customer service representatives, who are keen to develop a customer-centric mindset in order to enhance their customer service skills.

Methodology

Learners are guided through practical steps of the topic with a combination of mini-lectures, group activities, discussions, hands-on exercises, games and Q&A sessions in this interactive workshop.

Course Information

Fee

SGD 490.00 (Nett)

Absentees will be charged the full course fee

Time

9:00am to 5:00pm (7 hours)

Mode

Classroom

Dates

On group requests only

Important Note

Why Learn With Us?

Course Outline

1. Customer Service Best Practices

What is Customer Service?
The Importance of Customer Service
Customer Service Done Right: 10 Best Practices

2. Handling Difficult Customers

Types of Difficult Customers
Why are they Difficult & Challenging
Strategies to Effectively Deal & Cope with Challenges

3. Building Trusted Partner Relationship

Five Building Blocks to Building Trusted Relationship
Factors that Destroy Relationship & Goodwill
Conflict resolution from a team perspective

Our Dedicated Trainer - Ms. Swing Goh

Swing has nearly 10 years of experience in hands-on Engineering, Quality, Project Management (manufacturing industry) and Customer Service in multinational corporations as well as multi-industrial sectors.

She has actively participated in training programs conducted at Shimano, Seagate and Hitachi Global Storage
Technologies – organizations known for their trailblazing quality and world-class training efforts. She was part of a team, at Hitachi GST, which was involved LEAN project to reduce waste in customer audits.

She was the key engineer in Customer Quality Department, to develop technical materials on process and
products for her multinational customers; all these were made possible by her vast experience and strong
technical knowledge in the fields of HDD product technology and competition. She was also the focal
point for communication on customer or quality issues, technical impact assessment on quality issues, and
hosted customer audits with excellent outcomes. She was actively involved with coaching cross-functional teams on the usage of problem-solving tools like 7 QC tools and CP/CPK.

The strong ability to work in a multi-cultural and diverse environment gives her an advantage in interacting and relating with working professionals from different background; making her a successful and inspiring facilitator in adult learning.

Her clients, amongst many, include AB Sciex, AMK Town Council, Broadcom, Du Pont Company, Evergreen Shipping, Food Empire, Home Team Academy, Integrated DNA Technologies, Jurong Port, K Box, Leonian Holdings, LVHM Fragrances & Cosmetics, Makino Asia, Maybank, MINDEF, Mandarin Group Hotel, New Port Duty Free, Oil States Industries, PSA Marine, Singapore Polytechnic, Singapore Power, Singapore Technologies Aerospace, Singapore Technologies Marine Ltd, Swiss Precision and Wine Connection.

She is active in areas of courseware development and consultancy work which includes Lean improvement, procedures establishment, On-The-Job-Training blueprint, talent development, competency mapping and Training Needs Analysis for corporate clients.

Swing has a Master’s Degree in Engineering Science (Engineering Management) and a Diploma in Quality Assurance Engineering. She is also a professional coach in Transformative Coaching; an International Coach Federation (ICF) approved training program, and a professional speaker coached by 2017 World Champion of Public Speaking.