Excel in Customer Service

COURSE OUTLINE

Travelling The Highway To ‘Wow’ Service

-    What excellent service delivery is all about

•  The significance of quality service to an organistion’s success
• Quantifying the impact of quality service
• Dimensions of quality service

Delighting Your Customers

• Understanding your customers’ expectations
• Understanding your customers’ perceptions
• Understanding the various gaps that create customer dissatisfaction
• Creating customer satisfaction
• Building customer relationships
• Understanding your relationship skills
• Taking effective steps to achieving excellent customer relationships
  

Service Recovery: Turning Oops into Opportunity

• Importance of zero complaints on organistion’s success
• Customer responses to service failures
• Handling difficult customer situations
• Importance of service recovery
• Effective service recovery and retention strategies : HEAT approach
  

Winning Customers Hearts

• Identifying communication styles and how to work with different styles
• Asking leading questions to gather information
• Develop active listening
• Delivering the message with effective communication skills
• Develop effective non-verbal communication skills
  

Unleashing the Power of Customer Service within You!

• Top 10 mistakes that employees make with customers
• Service Mistakes and what you can do to prevent them
• Top 10 practices of exceptional service
• Assessing your customer service skills
• Creating a plan to deliver great customer service 

Learning Methodology

Highly experiential with exercises, self-assessment, group discussion, presentation and role plays.

TRAINER

Carina Tien has over 20 years of corporate experiences in various multinational companies. Her experience and exposure include customer relations, human resources, training & development, sales administration, secretarial, advertising and business development. 

In her previous appointment as the Membership Manager of a US renowned financial association, Carina travelled to many parts of Asia to expand her membership base. Some of her clients include Agricultural Bank of China, AmInvestment Bank Bhd, Axis Bank Ltd, Bank of China, China Construction Bank, China CITIC Bank, China Development Financial Holdings, Commercial International Merchant Bank Bhd, Bank of China, Korea Development Bank and Kotak Mahindra Bank, just to name a few. In addition, she had also worked closely with various financial regulators in Asia such as People’s Bank of China and Reserve Bank of India, organizing financial seminars for the association to these institutions.

Carina has excellent interpersonal and communication skills and is able to establish rapport with participants in her workshops instantly.  Her workshops are highly experiential with games, role-plays and hands-on activities that make the learning for her participants fun and enriching.

Besides training and facilitation, Carina is also an extremely versatile music practitioner with more than 10 years of teaching experience as well as more than 20 years of immense knowledge on the art of singing and performing and has been a regular performer for The Esplanade since 2003.  With her experiences and passion in performing arts, she is willing to share her skills and knowledge with her students.  She has students from different nations, such as France, Philippines, Thailand, United Kingdom, China as well as neighborhood country, Malaysia.

Carina received her Degree in Business & Human Resource Management from UK.  She also processes Diplomas in Communication Studies, Advertising and Business Administration as well as an Advanced Certificate In Training & Assessment (ACTA).    She is effectively bilingual in English, Mandarin and local dialects.

DURATION: 1 Day

COURSE FEE: S$430.00 ( inclusive of lunch & teabreaks)

EARLY BIRD RATE: S$380 (register at least  1 week  before class date)

For in-house or any enquiries, please call  +(65) 65422041/ 96930601 or email info@ovation-marketing.com

REGISTRATION METHOD : via Online below or   <CLICK HERE> to download registration form via email.  

REGISTRATION FORM