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Course Details
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
- 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
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 4/28/2020)
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