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Customer Service Masterclass

Course Information

  • Sessions 1 day
  • Duration 7.5 hrs
  • Level Beginner
  • Assessment NA

Venue

12 Woodlands Square #07-85/86/87 Woods Square Tower 1, Singapore 737715. 5 mins walk from Woodlands (NS9) MRT station.

The venue is disabled-friendly.

Course Brochure

Download Course Brochure

Prerequisite

This course is for beginners. No prerequisite is required.

Certification

  • Certificate of Achievement from Tertiary Infotech Academy Pte Ltd - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Achievement from Tertiary Infotech Academy Pte Ltd.

Customer Service Masterclass

Course Code: C529

3 Review(s) | Add Your Review

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What's This Course About

Customer Service Masterclass equips you with the skills and mindset to deliver consistently excellent service that keeps customers satisfied, loyal and willing to recommend your business. Great customer service is a major competitive advantage, and it depends on understanding customer needs, communicating effectively and handling difficult situations with professionalism. The masterclass is designed for frontline staff, customer service officers, supervisors, sales and retail teams, and anyone who interacts with customers.

You will start by understanding who your customers are and what your organisation does for them, including customer expectations and the moments that shape their experience. Next you will focus on establishing the right attitude, building a positive, customer-centred mindset and managing your own emotions under pressure. You will then learn how to identify and address the customer's needs, using active listening, questioning and empathy, and collecting and analysing customer feedback to improve service.

The course continues with in-person customer service, covering body language, first impressions and face-to-face communication, and customer service over the phone, including tone, call handling and following up. You will also practise managing complaints and difficult customers and turning service failures into opportunities. Role plays and real-life scenarios bring each topic to life. By the end of the masterclass, you will be able to deliver professional, empathetic service across channels and strengthen customer loyalty.

Why Take This Course?

  • Hands-On Learning Learn by doing. Every topic is practised hands-on, so you leave with skills you can use at work straight away.
  • Live Coaching Experienced instructors coach you live, answer your questions and guide you step by step.
  • Free Post-Course Consultation Stuck after class? Message your trainer any time for guidance as you apply what you have learned.
  • Always-Updated Materials Materials are refreshed to stay relevant. Log in to our LMS any time to get the latest version.

Funding Options

No funding is available for this course.

For WSQ funding, please checkout the details at WSQ - Improve Your Business with Excellent Customer Service

Course Fee

$350.00 (GST-exclusive)
$381.50 (GST-inclusive)

Course Date

Course Time

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Additional Note

Please bring your own laptop for hands-on training. If you don't have laptop, we can provide spare laptop for training use.

Post-Course Support

  • We provide free consultation related to the subject matter after the course.
  • Please email your queries to enquiry@tertiaryinfotech.com and we will forward your queries to the subject matter experts.

Cancellation & Reschedule Policy

  • You can register your interest without upfront payment. There is no penalty for withdrawal of the course before the class commences.
  • We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% for any paid amount.
  • Note the venue of the training is subject to changes due to availability of the classroom.

Course Details

Course Details

What You'll Learn

Topic 1: Who We Are and What We Do - Understanding Customers & Customer Service

Topic 2: Establishing Your Attitude

Topic 3: Identifying and Addressing The Customer's Needs

Topic 4: In-Person Customer Service (Face to Face)

Topic 5: Giving Customer Service over the Phone

Topic 6: Providing Customer Service via Email

Topic 7: Generating Return Business with Better Customer Service

Topic 8: Recovering Difficult Customers

Topic 9: Understanding When to Escalate

Course Info

Minimum Entry Requirement

Knowledge and Skills

  • Able to operate using computer functions
  • Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

  • Positive Learning Attitude
  • Enthusiastic Learner

Experience

  • Minimum of 1 year of working experience.

Target Age Group: 18-65 years old

Minimum Software/Hardware Requirement

Software:

You will need the following for this course:

  • A web browser such as Google Chrome, Microsoft Edge or Safari – free
  • Access to the course materials provided in class

Hardware: Windows PC or Mac laptop

Trainers

Trainers

Patrick Oh is a Singapore Certified Management Consultant whose practice, SG Venture Consulting, depends on satisfied clients and the recommendations they pass on. Listed by TUV SUD as a certified consultant, he advises on governance, risk and compliance, corporate compliance, performance management and solutions design. He is CIPM certified by the IAPP, and a training-provider trainer profile records more than 13 years of Singapore PDPA consultancy. He implements and audits ISO management systems, including quality and environmental management and ISO 14064 greenhouse gas accounting, and he is active in community development and sustainability reporting. Before consulting he spent years as an automation design engineer. Quality management systems require organisations to understand customer needs, monitor satisfaction and act on complaints, so his audit work gives him a structured view of what consistently good service looks like, while his client-facing practice gives him the everyday experience of delivering it under real pressure.

This masterclass benefits from both perspectives. Patrick opens by clarifying who customers are, internal and external, and what good service means, before exploring the attitude, positivity and energy that customers notice immediately. He then guides learners through identifying and addressing customer needs and delivering service face to face, over the phone and by email, adding practical advice on handling customer information responsibly in each channel in line with the PDPA. The topics on generating return business, recovering difficult customers and understanding when to escalate draw on his experience of managing client relationships, where a concern handled promptly and fairly often leads to a stronger working relationship. His quality and performance management background encourages learners to treat feedback as data for improvement rather than criticism to be deflected. Participants practise realistic scenarios throughout and leave with a clear, repeatable approach to keeping customers satisfied, loyal and willing to recommend the business to others.

Tan Teck Hwa brings extensive professional experience in business management, customer relations and service leadership, with a proven track record of helping organisations strengthen client satisfaction and operational excellence. His career includes guiding teams through change management, process improvements and customer-focused strategies, and leadership roles such as Chief Operating Officer of Unihearts International Education Group in China, Vice Principal at SMRT Institute and Corporate Services Director at ETT Academy. He is deeply familiar with service quality standards and WSQ competency frameworks, and holds a Master of Education from NIE, NTU and the Advanced Certificate in Learning and Performance.

In Customer Service Masterclass, Teck Hwa helps frontline staff, customer service officers, supervisors and sales and retail teams treat service as a real competitive advantage. Learners start by understanding internal and external customers and establishing the right attitude, then identify and address customer needs and practise serving customers face to face, over the phone and by email. The course goes on to generating return business, recovering difficult customers and understanding when to escalate. Drawing on his experience of leading service-focused teams, he links everyday service behaviours to business outcomes, so participants leave with the skills and mindset to keep customers satisfied, loyal and willing to recommend the business.

Lynn Foo is an ACTA-certified trainer with more than 15 years of teaching and facilitation at tertiary level and in continuing education, with core competencies that include service excellence, business communications, leadership and people management, design thinking and PDPA. A business practitioner with over 20 years of industry experience, including a tenure as Director of an international school, she has led portfolios spanning corporate strategy, sustainability initiatives, corporate social responsibility and regulatory compliance. She is an IBM certified Design Thinking Instructor who has trained over 300 participants in design thinking, an IAPP Certified Information Privacy Manager and an IMDA-approved PDPA trainer.

In Customer Service Masterclass, Lynn draws on her service excellence and business communications expertise to help frontline staff, supervisors and sales and retail teams deliver consistently excellent service. Learners understand who their customers are, establish the right attitude and identify and address customer needs, then practise serving customers face to face, by phone and by email. The course also covers generating return business, recovering difficult customers and knowing when to escalate. Using a blend of highly interactive lessons and online collaboration tools, she keeps sessions engaging and practical. Participants leave with the skills and mindset to keep customers satisfied, loyal and willing to recommend the business.

Review

Customer Reviews (3)

will recommend Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Can do shorter powerpoint (Posted on 9/22/2023)
Sarah is professional trainer and shared lots of scenario Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Sarah is professional trainer and shared lots of scenario we deal in our daily life when explaining. It makes the training more effective and easier to understand. Thanks for your time and advise :D (Posted on 12/14/2022)
might recommend Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
(1) Slides can be less texty, (2) Maybe instead of an entire zoom session, can break it up into 2 half-day programmes as it is difficult to concentrate for a longer time online, (3) Give more examples from other companies, (4) Instructions for activities can be clearer

Good that there were a variety of activities- e.g. watch video, answer questions. The Coach was flexible and focused more on my area of work, rather than include examples not relevant to me. There was some funny content during the session, which was entertaining and made learning fun. (Posted on 4/28/2020)

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