1-Day Service Excellence with a 'WOW' Course

Course Overview

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

How can we go from basic to WOW customer service? Keeping in touch with your customers and giving them a good service is not just about smiling and being friendly. It is an approach to your work whatever you are doing.

Discover the best practices and techniques on how to deliver a “WOW” service and make a significant contribution to your company’s image and reputation.

Objectives

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

Appreciate the elements of service excellence
Build confidence by managing customers’ expectations
Understand the effects of a competent and effective communicator

Who Should Attend

This workshop is suitable for a wide range of professional, not limited to frontline customer service representatives, who are keen to learnt he secrets to delivering unforgettable WOW service experiences.

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. The Basics of Customer Service

What is Customer Service and What Makes It Important
Customer Service Levels – Basic vs WOW

2. Building Customer Service

Knowing and Managing Your Customers – The Expectations and Needs
Language of Competence
Language of ‘WOW’ Service

3. Effective Communications

Impact of Communication
Techniques to Communicate Effectively
Potential Pitfalls and Strategies to Overcome Failure

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.