Delivering Superior Customer Service

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Target Audience

This seminar is designed for use in organisations ready to commit to customer service and those interested in renewing their dedication to service excellence. Leaders, managers and front-line employees alike will benefit from the experiences provided.

Course Overview

In today’s customer-oriented business environment, the fundamentals of service excellence – providing customers with what they want, when and how they want it is important. The rewards of service excellence are satisfied, loyal customers and loyal employees; a higher share of the market and a stronger bottom line. Delivering Superior Customer Service pays and pays big.

This program is designed to build an appreciation of the value of customer service and an awareness of the behaviors/attitude that attract and repel customers.

It will provide participants with the following opportunities:
- To understand service provider challenges
- To learn what is superior customer service mindset and how to cultivate it
- To develop strategies for dealing with angry customers
- To practise effective listening skills
- To develop customer service improvement plans

Course Duration

1 day: 9am to 6 pm (8 hours)

Course Outline

• Hallmarks of Customer Dis-Service
- Customer Service Hall of Shame
- Customer Dissatisfaction
- Dealing with Angry Customers
- Satisfying the Dissatisfied

• Hallmarks of Superior Customer Service
- Customer Service Hall of Fame
- Effective Listening Skills
- Building Customer Loyalty

• Planning for Successful Service
• Closing Activities – Service Slogans / Personal Planning

Course Location

SLA Training Centre :
No 2 Bukit Merah Central
#04-02 SPRING Singapore Building
Singapore 159835

Certification

A Certificate of Achievement will be awarded upon successful completion of the course.

Price

• Price (Includes GST)
  Full Course Fee:
  -$203.30 (For SLA Member / Self-Sponsored)
  -$246.10 (For Non-Member)
  Nett Course Fee (after SDF training subsidy) :
  -$188.30 (For SLA Member)
  -$231.10 (For Non-Member)
  

Funding Info

The course is an Approved-in-Principle (AIP) course under the SDF EasyNet with a support level of $2.00 per training hour. (Please note that the AIP status is subjected to renewal by the Skills Development Fund.) Sponsoring companies who fulfill the following criteria, are required to pay only the unsupported portion of the course fee to association :

- Participants must be Singaporeans or Permanent Residents or 3-year Work Permit Holders.
- Companies must be registered in Singapore and bear the full training cost.
- Only company cheques are allowed for payment of course fees.

As the association endeavour to qualify the course for renewal of AIP status each year, all sponsoring companies are required to sign a letter of undertaking in which they will undertake to bear the portion supported by the Skills Development Fund to the association should their sponsored staff fail to achieve 75% attendance and/or are absent from the examination.

Enquiry

Type of enquiry Corporate Individual

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