Awaken Your Customer Service Senses 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.
At the end of the course, learners are able to:
- understand Customer Service best practices
- handle difficult & challenging customers
- build trusted partner-relationships
- resolve conflicts objectively
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.
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.
- What is Customer Service?
- The Importance of Customer Service
- Customer Service Done Right: 10 Best Practices
- Types of Difficult Customers
- Why are they Difficult & Challenging
- Strategies to Effectively Deal & Cope with Challenges
- Five Building Blocks to Building Trusted Relationship
- Factors that Destroy Relationship & Goodwill
- Conflict resolution from a team perspective
Our Dedicated Trainer
Learn from the original creator of this course.
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.
Swing facilitates WSQ (Employability Skills, Generic Manufacturing and Service Excellence modules)
and customized programs. Topics include Basic & Advanced ICT, Workplace Communication & Engagement, Interpersonal Skills, Negotiation Skills Best Practices, Initiative & Enterprise, Problem-Solving & Decision-Making, Root Cause Analysis, Systems Thinking, Critical Thinking, Creative Thinking, Project Management, Develop High Performance Team, The Facilitative Leader of Self-Managed Team, Manage Cross Functional and Diverse Team, Creative Leadership & Self Development, Enable People, Team Success, Apply Quality System, 5S Techniques, Failure Mode Effect and Analysis, Manage Process Improvement, Lean Six Sigma, Business Process Reengineering, Line Balancing, Value Stream Mapping, Provide GEMS, Respond to Service Challenges, Coach for Service Performance, Establish Relationship with Customers, Professional Telephone Skills, Excellent Service Role Model, Personal Effectiveness, Change & Adapt Now!, Business Writing and Time & Stress Management.
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.
All our courses are not subsidised and non claimable using SkillsFuture credit.
Organisations with more than 2 learners, click here to download registration form.
All registration forms should be submitted at least 2 weeks before course commencement. Many courses have pre-requisites, which are intended to foster a learner’s success in the course. Be sure to check the necessary pre-requisites before registering.
This course is not subsidised and non claimable using SkillsFuture credit.
Inclusive of lunch and 02 coffee breaks with snack items.
Call us for a group rebate when you register in a group of 8 or more.
Absentees will be charged the full course fee.
1 day, 9:00am – 5:00pm
(7 hrs, exclude lunch break)
A closed class can be requested if you have a group of at least 6 or more registered for the same course and at a preferred month, subject to trainer availability.
Closed class is not customised class.
To be confirmed one (1) week prior to the course start date.
ALS reserves the right to reschedule, postpone or cancel any course, change the trainer and venue at short notice and at its absolute discretion, due to insufficient enrolment, class size, availability and circumstances outside our control.