Service Mindset for Better
Customer Service (14 hrs)
Contact our specialist Joyce Liu at +65 9829 3062 or write to
[email protected] for more information.
Mastering the art of customer service is of utmost importance for creating exceptional experiences and building lasting relationships in sectors where customers expect more than mere transactions. By exploring the intricacies of people and relationship management, you will learn about the significance of personalised interactions and attentive service. It is also essential to develop critical thinking skills and cultivate an innovative mindset to address diverse customer needs and exceed customer expectations. Understanding change management and building resilience enables you to adapt quickly to different situations and consistently deliver excellent service. With this holistic approach, you will gain the knowledge and skills to provide outstanding customer service in your industry.
Course Contents
The Art of Interpersonal Dynamics
- Effective people and relationship management skills
- Importance of communication, trust, and empathy in building strong teams and fostering positive relationships
- 5 Languages of Appreciation in the Workplace
The Art of Analysis and Decision-Making
- Overview, key element and barriers to critical thinking
- Stages of thinking
- Universal Thought Structures
- Implementing critical thinking at work
- D.E.A.L. Model
- WHY Model
Strategies for Building Resilience in the Workplace
- Understanding change management
- Nature of change and its impact
- The 7R’s of Change Management
- Common reactions to change and why they occur - Understand the importance and benefits of building resilience
- Strategies for building resilience
- Understanding mindfulness and its practice
Basics of Good Customer Service
- Qualities of a Service Professional
- 3V’s of Communication
- E.D.U. Model
- 5A Approach
- Effectively handling service challenges
- Recognising verbal and non-verbal communication
- Responding to difficult customers
Programme Fee : $450.00
Nett Fee Incl. 9% GST : $490.50
*This programme is customisable to suit organisational needs. Please contact us for exclusive and attractive corporate rates.
What You'll Learn
Testimonials
"The examples were common, simple, and easy to visualize. Thank you very much." - Bussarin
“I like the trainer's varied explanations and this engaging programme with relatable examples.” - Fidrina
“I appreciate the open communication and discussion method used in the programme. This method helps us understand our colleagues better, which we may not have time for during working hours.” - Siew Lee
“This course helped me understand myself better and adopt a positive mindset.” - Supisara
Contact Person: Joyce | Email: [email protected] | Mobile: +65 9829 3062
