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.

Download Course Brochure

Certification

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

Increase Your Business with Excellent Customer Service

Course Code: C529

What's This Course About

Discover the critical techniques for delivering outstanding customer service, a key element that can significantly increase your business's success. This comprehensive course delves deep into the proven strategies for enhancing service delivery, ensuring customer loyalty, and fostering positive customer relationships.

Dealing with angry and abusive customers can be daunting. Equip yourself with the skills and strategies to deftly handle such situations, ensuring customer satisfaction while maintaining a professional demeanor. Learn to turn challenging interactions into opportunities for growth and improved service, setting your business apart in today's competitive market.

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

$237.00 (GST-exclusive)
$258.33 (GST-inclusive)

Course Date

* Required Fields

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

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: Tan Teck Hwa is a ACTA certified trainer. Teck Hwa gradute with a Master of Edution in NIE,NTU, a Bachelor of Engineering in Polytechnic University,Japan, having Diploma in Japanese Language in International Student Instititude, Japan and a Advanced Certificate in Learning & Performance. He have taken leadership role such as education operations, L&D and organisational change. He is experience in traning management and administration. He did curriculum development and implementation. Conducting leadership and management development training. He also used to work in COO, Unihearts International Education Group in China, Vice principal at SMRT Institue, Corporate Services Director in ETT Academy, Vice Principal doing strategic planning for Hwa Chong International School, Principal part-time lecturer in ITE Institutes. Lynn Foo: Lynn Foo is a dedicated ACTA certified trainer with more than 15 years of excellent teaching and facilitation at tertiary levels and in the CET segment with core competencies covering Design Thinking, PDPA, innovation and entrepreneurship, IT and productivity tools, Business Communications, leadership and people management, service excellence. She has trained over 300 participants in design thinking in various institutions and ATOs including the Polytechnic, Robotics Automation Centre etc. An IBM certified Design Thinking Instructor in Singapore supporting the SGUnited skills programmes. She uses a variety of instructional methods including a blended approach that combines highly interactive lessons and tech-enabled online collaboration tools, I have consistently received strong positive feedback on lessons being fun and engaging; and being an insightful and motivating instructor. I deliver both f2f and via zoom and Teams.

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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