Customer Service Excellence - Delivering the Customer Experience - 8 Sep 2016 (CONFIRMED)

About the Course

Each and every one of us serve customers, whether we realize it or not. Maybe you are on the frontline of a company, serving the people who buy your products. Perhaps you are an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you are a company owner, serving your staffs and your customers.

This training workshop will look at all types of customers and how we can serve them better and improve our attitude in the process.

Module One: Getting Started
• Icebreaker
• Housekeeping Items
• Workshop Objectives

Module Two: Who We Are and What We Do
• Who Are Customers? (internal/external)
• What is Customer Service?
• Who Are Customer Service Providers?

Module Three: Establishing Your Attitude
• Appearance Counts!
• The Power of a Smile
• Staying Energized
• Staying Positive

Module Four: Identifying and Addressing Their Needs
• Understanding the Customer's Problem
• Staying Outside the Box
• Meeting Basic Needs
• Going the Extra Mile

Module Five: Generating Return Business
• Following Up
• Addressing Complaints promptly and tactfully
• Turning Difficult Customers Around

Module Six: In-Person Customer Service
• Dealing With At-Your-Desk Requests
• The Advantages and Disadvantages of In-Person Communication
• Using Body Language to Your Advantage

Module Seven: Giving Customer Service over the Phone
• The Advantages and Disadvantages of Telephone Communication
• Telephone Etiquette
• Tips and Tricks

Module Eight: Providing Electronic Customer Service
• The Advantages and Disadvantages of Electronic Communication
• Understanding Netiquette
• Tips and Tricks
• Examples: Chat or e-mail

Module Nine: Recovering Difficult Customers
• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions

Module Ten: Understanding When to Escalate
• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do To WOW Every Time
• Ten Tips
• 4 Types of Behavior Traits to Demonstrate to your customers

Module Twelve: Wrapping Up
• Words of Wisdom
• Lessons Learned

Training Methodology:

a. Demonstration on the various techniques and models to handle customer queries and complaints and techniques to deliver the customer experience

b. Role Plays by the participants to build rapport with the customers and leave a lasting impression

c. Dealing with Difficult Customers and Mastering Emotional Intelligence to Serve the Customers Better

c. Demonstration on the difference between Good/Average/Poor Service and participants must embrace the difference and change

d. 5 Techniques to deliver a "Wow" service and exceeding customers' expectations

e. Group Dynamics and Activities

f.  Project Work on a Case Study


Trainer's Profile



Jeffrey Williams is a Trainer and an Education Success Coach. He has been a public speaker for the past 8 years and has already attained the level of Competent Communicator and a Competent Leader in the Toastmasters movement, Toastmasters International


Jeffrey is also an Education Success Coach, frequently conducting training for children, students and teenagers. As an Education Success Coach, he has mentored children in their studies, provided assistance in problem solving and coaching them to have a positive attitude and mindset in their self-development and studies.


Currently doing training for schools and corporations, Jeffrey’s achievements and references include conducting public speaking training and sales training for staffs of MCYS, Singapore Power and NACLI (National Institute of Community Leadership) and students at Temasek Polytechnic, Singapore Polytechnic and Nanyang Polytechnic. Jeffrey also conducted a workshop on Acquiring Effective Communication Skills to officers and men of the Singapore Armed Forces Military Medicine Institute (MMI).


Other talks and workshops conducted included “Conquering Your Fears in Public Speaking” to staff members of Singapore General Hospital. In November 2008, Jeffrey conducted a 3-day course at Chinese Development Assistance Council (CDAC) on public speaking and How to be an effective communicator. He has also conducted sales workshops for organizations like John Wiley & Sons and McGraw Hill Publications that included customer service relationship management and initiating good customer service practices. He was also invited by the University of Economics in Ho Chi Minh City, Vietnam, to give a talk on iLEAD – A program on public speaking, presentation and leadership skills to undergraduates at the university campus on 24th ~ 26th July 2010 as well as “Career Planning and Development” to undergraduates, organizations’ business and human resource directors and teenagers at a public seminar at Ho Chi Minh City on 3rd and 4th November 2011


On 26th August 2010, Jeffrey was also featured as a trainer and speaker for a 1 day Straits Times 701 workshop on “Persuasion, Influencing and Empowering Skills” to participants from various corporate industries and government agencies. Other overseas training assignments included trainings in Vietnam, Malaysia and Indonesia to organizations’ CEOs and Managing Directors on Strategic Leadership Management, Customer Relationship Management and Mastering Effective People Skills for Organizational Excellence

Course Details

Course Start Date: 08-Sep-2016 9:00 am
Course End Date: 08-Sep-2016 6:00 pm
Cut off date 07-Sep-2016
Individual Price $200.00
We are no longer accepting registration for this course date