Winning Your Customers’ Hearts
Enhancing customer satisfaction is key to sustaining and growing the customer base. The objective of this workshop is to equip you with the Whys and Hows of enhancing customer satisfaction. Issues that will be addressed include developing a service vision and mindset, mapping service strategies, empowering your people to delight the customer and building lasting customer relationships.

At the end of this programme, participants will have learnt that customer satisfaction is really at the heart of everything they do, and that efforts must be made to plan and deliver excellent service.

Key Benefits

• Understand the concept of customers’ worth and their impact on your organisation’s competitive edge
• Learn and practise the essential skills in delivering customer delight
• Develop a personal plan for enhancing effectiveness in providing customer satisfaction

Course Content

• Concept Definition
o Basic Concepts of Customer Service
o Measuring the Costs and Benefits of Service
o Mapping Your Service Chain
o Strategising Your Moments of Truth
o What Do Customers Want?
o Strategising Your Service Vision

• Skills Building
o Desirable Personal Characteristics and Attitudes for Good
o Customer Service
o Effective Communication Skills
o Verbal and Non-Verbal Skills for Service Excellence
o Solving Problems with My Customers
o Building Lasting Customer Relationships
o Empowerment and Customer Service

• Action Planning

o Measuring Customer Satisfaction
o Strategies for Service Recovery and Retention
o Planning for Excellent Service

Learning Methodology
Interactive methodology such as role-plays and case studies will be used to provide participants with many opportunities to demonstrate their knowledge, learning and skills.

Who Should Attend
Frontline Service Personnel and Sales Personnel.

Course Details
Duration: 2 days (14 hrs)
Time: 9am - 5pm
Course Fee: $406.60 (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.