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Course Details
Course Details
What You'll Learn
LU1 Customer’s Needs and Feedback
Topic 1: Who We Are and What We Do – Understanding Customers & Customer Service
Who Are Customers? (internal/external)
What is Customer Service?
Who Are Customer Service Providers?
Topic 2: Establishing Your Attitude
Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive
Topic 3: Identifying and Addressing The Customer’s Needs
Understanding the Customer’s Problem
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Topic 4: In-Person Customer Service (Face to Face)
Dealing With At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Communication
Using Body Language to Your Advantage
Topic 5: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks
Topic 6: Providing Customer Service via Email
The Advantages and Disadvantages of Email Communication
Understanding Netiquette
Tips and Tricks
Examples: Chat or e-mail
LU2 Improving Customer’s Needs Based on Feedback
Topic 7: Generating Return Business with Better Customer Service
Following Up from Customer Feedback
Addressing Customer Complaints
Turning Difficult Customers Around
Topic 8: Recovering Difficult Customers
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Topic 9: Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Course Info
Promotion Code
Your will get 10% discount voucher for 2nd course onwards if you write us a Google review.
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:
TBD
Hardware: Window or Mac Laptops
Job Roles
Job Roles
- Brand Manager
- Marketing Executive
- Communications Manager
- Public Relations Executive
- Corporate Communications Specialist
- Marketing and Branding Consultant
- Customer Insights Analyst
- Digital Marketing Executive
- Advertising Executive
- Social Media Manager
- Stakeholder Engagement Officer
- Marketing Communications Officer
- Brand Strategist
- PR Campaign Manager
- Client Relationship Executive
- Content Marketing Specialist
- Customer Experience Manager
- Media Relations Executive
- Product Marketing Manager
- Reputation Management Consultant
Trainers
Trainers
Tan Teck Hwa brings extensive professional experience in business management, customer relations, and service leadership, with a proven track record of helping organizations strengthen client satisfaction and operational excellence. His career includes guiding teams through change management, process improvements, and customer-focused strategies that enhance business outcomes. He is deeply familiar with service quality standards and WSQ competency frameworks, making him well-positioned to help learners meet professional benchmarks in customer service.
Lynn Foo specialises in Sustainability & ESG, Carbon Footprint Measurement & Management, ESG Reporting & Disclosure, Circular Economy/Waste Management. As a certified Sustainability (ESG) Practitioner by the Centre for Sustainability and Excellence (CSE), Lynn serves as the principal trainer for the HP-SIM SkillsFuture Queen Bee Programme - Advancing Towards a Sustainable Industry 4.0. She also imparts her knowledge to various Institutes of Higher Learning and SSG approved training partners. Leveraging her expertise in design thinking, Lynn coaches professionals in utilizing Design Thinking framework and circular economy business models to develop sustainable products and services.
As a business practitioner with over 20 years of industry experience, including a tenure as the Director of an international school, Lynn spearheaded various portfolios including corporate strategy, sustainability initiatives, corporate social responsibility programmes and regulatory compliance.
Lynn holds the Advanced Certificate in Integrating Sustainability for a Future-Ready Business (SMU). In addition to being a CSE certified Sustainability (ESG) Practitioner, she is a Lead Auditor for ISO 14001, an accredited Green Mark Associate (Singapore Green Building Council), an IBM certified Design Thinking Instructor, a certified Scrum Master, an IAPP certified Information Privacy Manager, and an IMDA approved PDPA trainer.
Review
Customer Reviews (3)
- will recommend Review by Course Participant/Trainee
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Can do shorter powerpoint (Posted on 9/22/2023)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 Review by Course Participant/Trainee
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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)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 - might recommend Review by Course Participant/Trainee
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(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 clearer1. 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
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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