What is the most important thing you can do to improve your customer relationships? The answer is a no-brainer but often over-looked: improve customer service. As the cliché goes, we do not actually sell a physical product; it’s the notion of a pleasant customer service interaction that draws a repeat client

Bottom line, your customer service team is the face of your company, and customers’ experiences will be defined by the skill and quality of the support they receive.

Our programme provides customer service tips for your organisation based on the content area or competency you want to improve. Learn about customer service skills, the building of customer loyalty, creating effective first impressions, managing customer expectations, and more skills essential in this line of work.

Recommended for:

  • Front-line customer service executives
  • Call centre executives
  • Management Trainees
Learning Outcomes
  • Leverage on non-verbal communication strengths to manage perceptions
  • Recognise different personalities and preferred communication styles of customers
  • Modify communication style to facilitate more responsive/assertive communication
  • Listen actively, empathise, acknowledge and probe for underlying concerns
  • Handle unreasonable expectations and to say no graciously
  • Lead and participate in discussions with customers observing protocols of professional discourse
  • Plan and write concise and positive emails to customers
Min. Requirements

Participants should have a pre-intermediate level of English and a need to handle challenging colleagues and customers.

Programme Details

Programme duration: TBC

Time/Day*: TBC

*Time & date are subject to change

Programme Fees

Total Fees*: TBC

Programme Outline

This programme has been designed to help customer service executives conduct conversational English clearly and appropriately; handle multi-cultural and technological contexts of communication; be aware of different communication styles and adapt their communication to relate better to customers; engage with colleagues in a collaborative and customer-oriented workplace; and write business correspondences that are clear, concise and courteous when handling concerns and complaints from irate customers.

  • Face-to-face with customers
  • Understand and recognise customer preferred communication styles
  • Modify your communication to engage different customer types
  • Practise customer-care skills
  • Lead and participate in discussions and meetings with customers
  • Write clear and concise emails in response to customer inquiries and concerns