Excel in Customer Service
The service level and professionalism of your customer service team creates a strong and memorable impression of your organisation to your customers. This course provides the foundational knowledge and skills to enable participants to provide a high level of quality customer service. It will help participants understand the importance of customer service and their role in the customer process.

Key Benefits
• Understand the importance of customers
• Practise verbal and non-verbal skills of good customer service
• Learn how to overcome potential communication barriers
• Handle difficult situations and customers professionally
• Understand basic human relations skills
• Demonstrate competence in mastering key behaviours in customer service

Course Content
• Customers of Today
• Benefits of Improving Customer Service
• Effective Communication
• Basic Telephone Skills
• Dealing with Difficult Customers
• Attitudes and Role Perception
• How to Maintain Excellent Customer Relations
• Establishing Your Own Trademark of Service Excellence
• Human Relations Skills

Learning Methodology
Participants will learn through a unique blend of role-plays, and video presentations, as well as group exercises.

Who Should Attend
Frontline Personnel, Customer Service Officers, Field Technicians, Service Engineers and Marketing Support Representatives.

Course Details
Duration: 2 days (14 hrs)
Time: 9am - 5pm
Course Fee: $353.10 (Incl. 7% GST)
SDF Support: $28.00 (with Approved-In-Principle (AIP) Status)*
* Trainees must be company-sponsored direct employees who are either Singaporeans or Singapore Permanent Residents. Companies must be registered in Singapore.