Why You Should Attend This Course:

Customer service is an emotional and subjective experience. Findings have shown that customer service impacts customers more directly than products do. The dissatisfaction experienced from some aspects of customer service is one of the reasons that drive 90% of customers to switch their services providers. 

To remain competitive and services-centric, organizations need to design and operate their service using an outside-in approach, beginning with the customer’s perspective.  Internally, they continuously enhance the company’s customer service processes, systems, and equip employees with a service mindset and competencies to ensure the delivery of service encounters are positive customer experiences. 

This workshop walks the participants through the journey of cultivating customer-centric mindsets within an organization. It focuses on understanding customer service needs/expectations, reviewing customer service standards, resources, core service competencies and customer service strategies. It also works on refining their processes and enhancing their skills to the next level of customer service performance. 

Learning Outcomes:

• Understand the impact of customer service on customer life time value, company branding and business performance

• Develop the service excellence framework and apply customer service strategies to support and sustain a culture focused on customer service

• Acquire  in-depth customer service knowledge, skills and best practices to manage customers and  deliver service excellence 

Course Outline:

• Identify the impacts of customer service on customer profitable relationships, brand image and business sustainability

• Develop the characteristics and skills of top customer services performers

• Set a company-wide, customer-focused culture and foster a team approach for serving customers

• Identify elements of the service marketing triangle,  service performance standard and R.A.T.E.R

• Build customer-valued services and moments of magic that anticipate and exceed the customers’ expectations

• Manage customer complaints and objections to turn dissatisfied customers into repeat customers

• Respond to customers with service recovery steps to regain their trust and confidence

• Close the gaps in customer services processes and systems to regain service excellence

Who Will Benefit?

Customer Service Professionals in customer service department and company staff who have direct contact with external customers. 

Methodology:

Interactive and experiential learning via group discussions and presentation, skill building and role-playing exercises, self/peer assessment, and simulated case studies.

Trainer's Profile:

Cecilia Sim, Corporate Facilitator
Cecilia strongly believes that people can develop their potential at both the personal and professional level. She is highly enthusiastic and motivated in facilitating participants to uncover and develop their personal and professional potentials. Being a practitioner, she facilitates and engages participants by using simulated real-life cases and practical examples to enhance their learning and application. Cecilia includes gap analysis training methodology and walks participants through the self-discovery process to review workplace experiences, highlight necessary changes, and revitalizes the next few action steps for personal development and better results.

She has strong people skills and cross-border experiences in working with participants across different industries and cultures in the region. Cecilia has more than 25 years of extensive industry experiences from her various roles as trainer/facilitator, pre-sales consultant, assistant director, and General Managers across the MNC, SMEs, and Start-ups of various industries including IT, education, membership, and management consulting. Her responsibilities for director and general management role include portfolio repositioning, change management, performance management and sales results of her team and organization.

Cecilia is a bilingual facilitator and has broad experience in facilitating training for thousands of companies from different industries. Her key competencies include corporate training, course development, mentoring, and management consultancy services in the areas of sales, marketing, management, communication and customer services. The participants in which she has conducted for public and in-house company training include C-level, senior managements, executives and professionals at local, regional and international levels.

Her partial list of corporate clients in addition to public seminars include A* Star, American Express, Bhutan Royal Insurance, Cargo Community Network, CrimsonLogic, Premier Rent-A-Car, Far East Organization, Ferring Pharmaceutical, Fugro Satellite Positioning, GFK, Güntner Asia Pacific, MTU Asia, Novartis (Thailand), Nitto Denko, Kennametal, Rutledge, Spa Esprit Group, City Bank, Chubb Singapore, Step Oiltools, Weatherford (Brunei), Sumitomo Chemical Asia, Pico Electronics, National Instruments, NTUC, Singapore Tourism Board amongst others.

Cecilia holds a Master of Business Administration from the University of Adelaide (Australia), and a Bachelor of Business Administration from the Northeastern University, Boston, USA (Honor, major in Management Information System). She also holds the WSQ Advanced Certificate in Training and Assessment (ACTA), and WSQ Certified trainer for Service Professional (CSP) trainer, GEMS (going the extra miles). She is a certified KPI professional by KPI Institute.