Customer Service Excellence - Delivering The WOW Experience - 1 Day [Use Your SkillsFuture Credit]

Course Code: CRS-N-0044417

Course Overview

All of us serve customers, whether we realize it or not. Whether we are at the frontline of a company or serving the people who buy our products and services. Perhaps you are an accountant serving the employees distributing their salaries and keeping the company’s operations functioning smoothly. Or perhaps you are a company owner, serving your staffs and customers and ensuring that they get the best service

This training workshop will look at all aspects of customers and their behaviors and how we can serve them better while improving our service attitude in the process.  Service from the Heart comes with a price. It’s the pleasure of sacrifice that binds all together! Managers, Supervisors and Employees as one united people coming together and going the extra mile to serve customers and bringing out the best in others by leading with example.

Course Objectives

The objective of the training workshop is to enable participants to:

  1. Understand the importance of service standards and their impact on customer service
  2. Embrace service culture and its importance in communicating with your customers with the right attitude
  3. To prepare your customer service group to handle demanding customers in difficult and stressful situations
  4. Align behaviors in your organization’s aspect of customer service representation
  5. To be self-aware and to measure service levels and make it memorable

Training Methodology

The training involves the following:

  1. Think, Pair and Share with Group Discussions for Experiential Learning
  2. Role Plays by the Participants to bring out the learning lessons
  3. Demonstration on Good Customer Service practices by the Trainer which includes sharing on corporate and personal experiences with the customer
  4. Video Demonstration to bring out the learning lessons
  5. Project Work (live presentation) done by the participants just before the end of the training session
  6. Individual presentation before the end of the course by the student to test the understanding and effectiveness of the training session
  7. Reflections facilitated by the Trainer. Open questions for discussion on how to Up our Service to the Next Level
  8. Feedback and Recommendations for both the participants and the Trainer on the next step forward for the participants and the organizations they represent.

Course Outline

Module 1: Who We Are and What We Do

  • Who Are Our Customers? Identify Them (External Customers / Stakeholders / Management/Suppliers)
  • Our Organization’s Vision, Mission and Core Values
  • Why (The Big Why) should we care about Customer Service?
  • Building a Service Culture: Are we on the right track in this New Economy?

Module 2: Establishing Your Attitude

  • Appearance Counts! My First Impression and My Service Attitude
  • The Power of a Gestures, Facial Expressions and Body Language
  • The Power of the 3Ps in Service Culture- Passion, Pro activeness and Positivity
  • The Power of the 3As in Service Culture- Attributes, Aptitudes and Attitudes
  • Staying Focused and Cultivate Customer Centric Circles

Module 4 : Identifying and Addressing Needs

  • Understanding the Customer’s Problem/Issues from the Heart
  • Staying Outside the Box to Connect with your customers
  • Cultivate Customer Oriented Needs and Analysis
  • Techniques to Overcome Barriers to Effective Communication

Module 5 : Generating Goodwill with our customers

  • Good System of Follow up-Cultivate the Habit
  • Service Recovery-Turning Complaints into your favor
  • Turning Difficult Customers Around and Make Them Happy

Module 6: Creating a “Wow” Service Environment

  • Going the Extra Mile to Serve
  • Communication Etiquette and Mannerisms to cultivate exceptional service
  • Establishing Customer’s trust and confidence with a “wow” service

Module 7: Ten Things You Can Do To “WOW” Every Time

  • Ten Tips to provide World Class Service
  • 4 Types of Behavioral Traits to demonstrate to your customers
  • How to Make your customers happy and returning back to you again and again

Module 8: Service Recovery

  • De-Escalating Anger to Recover and Prompt Response
  • Establishing Common Ground and analyze root causes and problems
  • Setting Your Limits and Communicating with Good Emotions
  • Manage and Lead the Customer in Service Recovery

Course Details

Course Duration: 1 day (10am-5.30pm)

Course Fee: $290 $179

Course Fee  (After $179 skills future credit): $0

Course Code: CRS-N-0044417

Location: Paya Lebar / Macpherson / Email for Corporate training at your office

Business Owners, Entrepreneurs, Customer Service Officers, Frontline Staffs, Sales Managers and Executives and anyone who is keen to know good customer service practices

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