1 DAY CUSTOMER SERVICE EXCELLENCE 
Introduction: This programme is specially designed for service professionals who have to deal with customers face-to-face or at the front-line. It imparts the ability to practice effective customer service skills to delight customers and apply proper communication and problem-solving skills to manage difficult customer-situations. It shows participants how to deliver service that shines, treat problems as challenges and cultivate the mindset to manage customers with the highest standard of professionalism. If service providers practice these valuable customer service skills, every one involved in the entire service team will benefit and your company will prosper Course Objectives: - Understand the implications of good customer service
- Practice the Do's and Don't's of attire, attitude and behavior to project confidence and a professional image
- Apply service first principles and the pillars of success in customer service
- Identify the steps and correct practices to demonstrate excellent service, manage customer expectations and resolve problems
Course Outline: - Experiencing the "Moments of Truth" in customer service
- "Utopia Experience" and best practices in an "ideal service situation"
- Feel good about yourself – proper grooming, body language and service behaviour
- Who are your customers and what do they need from you?
- Appreciating customer responses and behavioural pattern
- Repercussions of dissatisfied customers
- Benefits of excellent service to you, your customers and company
- Demonstrate courtesy, respect, consideration, empathy, and deliver service from the heart in order to connect with your customers
- Use positive communication even in a difficult customer-situation
- Listen and ask questions to communicate and solve problems with the customer
- Perform professionally to impress, inspire and intoxicate your customers
- Summary and application back-at-work
Training Methodology: This is a highly participative adult-focused training programme with plenty of discussions, group activities, case studies, role-play and video presentation. Target Group: Service professionals who endeavour to provide excellent customer service so as to achieve customer trust and loyalty. Profile of Trainer 
Catherine Syn has conducted both public and in-company seminars and workshops in customer service, teambuilding, time & stress management, project management, business correspondence, reports & proposal writing, minutes writing, telemarketing, managing difficult people-situations, workplace communication, leadership & interpersonal skills, secretarial & office administrative skills. 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, is a Corporate Member of the Institute Of Administrative Management (U.K.) and a WDA ACTA certified trainer. She has held the positions of Secretary, Executive, Manager, Corporate Trainer and Training Consultant for the past two decades. Since 1990, she has been training management professionals, senior officers and 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 face-to-face communication, customer service, managing difficult customer-situations using effective communication skills, telephone techniques and business writing. 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 participant. Besides public seminars, Catherine has conducted many in-company seminars in her specialty. Among the many companies she has provided in-house training, some of them are: AIA, SIA, Great Eastern, Durametallic, Philips Singapore, Teck Wah, HDB, CPF, RSAF, MCMD, MOE, Traffic Police, Ministry of Home Affairs, GSMB, CSIT, Mindef, PSA, Schenker, Keppel Shipyard, Alpine Engineering Services, Sanmina-SCI, Geotronics, ABB Industry, ICPAS, NTU, Nanyang Polytechnic, Singapore Polytechnic, Ngee Ann Polytechnic, Loreal, Shisedo, Cummins Diesel, Komatsu, EM Services, M1, Sankyu, Snap-On Tools, Makino, Bureau Serve, PerkinElmer Singapore, ST Aerospace Engineering, Chartered Semiconductors, LTA, Toshiba, Carrier Transicold, AGC Flatglass, A-Star, LF Centennial, Wah Yang Production, SingStat, AWWA, Cristofori, Crown Worldwide, Hunting Energy, NYK, DSF Venture, Orange Business, Senoko, Sony Asia Pacific, Liberty Insurance, Marsch Brokers, Nippon Koa, Etiqa Assurance, Malayan Natural Liquidfied Petroleum & Gas in Sarawak, Coca-Cola In Thailand, Male International Airport in Maldives and MNCs in China.  |
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