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Up Your Customer Service Approach

What is good customer service? Is it just applicable for customer-fronting staff? How can we go from good to awesome customer service? What are the common challenges when trying to deliver customer service? How can we handle demanding customers and build trust relationships?

This program is designed to answer the all important customer service-related questions. Participants will learn the best practices and techniques to deliver exceptional service, while feeling accomplished in resolving customer issue.

Objective

At the end of the workshop, participants will be able to:

• Customer service best practices
• Handling difficult customers
• Building trusted partner-relationships
• Resolving conflicts objectively

Outline

Customer Service Best Practices

• What is Customer Service?
• The Importance of Customer Service
• Customer Service Done Right: 10 Best Practices

Handling Difficult Customers

• Types of Difficult Clients
• Why are they Difficult & Challenging
• Strategies to Effectively Deal and Cope with Challenges

Building Trusted Partner Relationships

• Five Building Blocks to Building Trusted Relationship
• Factors that Destroy Relationship & Goodwill
• Conflict resolution from a team perspective

Who should attend

Wide range of professional, not limited to frontline customer service representatives, who are keen to develop a customer-centric mindset in order to enhance their customer service skills.

Methodology

This program will be conducted through mini-lectures, interactive activities, games, hands-on exercises, group discussions and case studies.

Profile of Swing Goh

DISC Flow® Certified Trainer | Keynote Speaker | Life Coach | People Developer | Facilitator | Change Consultant | Infopreneur

Swing Goh is a Facilitator, Speaker, People Developer, and Courseware Designer with nearly 18 years of extensive experience in hands-on Engineering, Quality, Project Management (in the manufacturing industry), and Customer Service within multinational corporations and various industrial sectors. Her diverse skill set, resourcefulness, and innovative approach make her a highly effective and inspiring facilitator in adult learning.

Swing excels in working within multi-cultural and diverse environments, which enhances her ability to connect with and relate to professionals from different backgrounds. This skill has contributed significantly to her success as a facilitator.

She facilitates WSQ Employability Skills, Generic Manufacturing, and Service Excellence modules, along with customized programs. Her clients include AB Scitex, AMK Town Council, ASME, Broadcom, CHASSasia, Dialog Asia, Evergreen Shipping, Food Empire, Food Junction, Fu Yu Manufacturing, Hexon Technology, Home Team Academy, Jurong Port, K Box, Leonian Holdings, Makino Asia, Maybank, MINDEF, New Port Duty-Free, Oil States Industries, Singapore Power, Singapore Technologies Marine Ltd, Swiss Precision, and Wine Connection, among others. In addition to her facilitation work, Swing is actively involved in courseware development and consultancy, including conducting Training Needs Analysis for corporate clients.

Swing holds a Master’s Degree in Engineering Science (Engineering Management) and a Diploma in Quality Assurance Engineering. She is a professional coach in Transformative Coaching, an International Coach Federation (ICF) approved training program, and is IBM certified in AI and Design Thinking.