Why You Should Attend This Course:

Too many organisations focus on service skills set and miss the importance of Mindset.

What you think about yourself plays a major role in how you interact with your customers. It can make the differences between providing adequate service and service with a heart.

This course is designed with a focus on mindset change as the catalyst in creating a service-oriented culture in an organisation.

Activities, role plays and experience sharing during the course will help you to appreciate and learn how to be distinctive by going beyond transactions.

Learning Outcomes:

• Elevate and raise service standards through excellent customer service
• Cultivating one’s mindset to create the passion and desire to serve
• Tips and techniques to motivate oneself for continuous improvement and keeping up with customers' expectations

Course Outline:

• Define service (Beyond Transaction)
• Service is a 2 way street
• Why customer is always right
• Differences between a celebrity & a service professional
• Past, Present & Future of Service
• Attack of the mindset (Magnus Lindkvist)
• Overcoming emotional hijacking
• Man versus Machine (Evolution)
• Linkage between People, Process and Product

Trainer's Profile:

Vick T.R. comes with a combination of extensive operational experience especially in customer-contact situations and a proven ability to motivate and nurture people at a personal level.  This makes him extremely suitable to facilitate skill-based programs particularly those centering on people-to-people relationships. A firm believer in teamwork and excellent customer relationship management, he has always ensured that his staff are constantly trained and nurtured in these areas.  He has been known to make an effort to understand his staff and has forged very strong working teams while serving in various operations.  He strongly believes that a seamless working process and a strong working team are the critical factors in having excellent customer relationship management

Some if his key clients include Singapore Airlines Terminal System, Banaglore International Airport, Standard Chartered, CP Kelco, Singapore Island Country Club, Sembawang Country Club, Weariness Automotive  Hilton Hotel,  NTUC, Poh Toing Choon Logistics Ltd, Carfour, Tan Tock Seng Hospital, and ESA.

Vick has an MBA from the University of Strathclyde, a Bachelor of Business Administration from the Royal Melbourne Institute of Technology, and a Diploma in Management Studies from the Singapore Institute of Management.