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Course Details
Topic 1 Customer Service Fundamentals
- Bad vs Good vs Outstanding Customer Services
- Customer Needs
- Rapport Techniques
- Five Questions Technique
- Tone and Body Language
- Managing Customer Expectations
- Go For an Extra Mile
- Customer Feedback
- Empathize with Customers
Topic 2. Deal with Angry and Abusive Customers
- Customer Complaints
- Using Preemptive Techniques
- Tips to Deal with Angry Customers
- Partner Techniques to Deal with Angry Customers
- Maintenance Anchors
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
- Customer Service Stuff and Superviors
- Customer Relationship Managers
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.
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 4/29/2020)
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