Duration: 1 Day(s) (8 Hrs)
Language: English
Course Fee: $400.00
Course Schedule
Customer Service Excellence with EQ and Demanding Customer Situation Management
Course Reference Number: TGS-2023020747
Course Objectives
At the end of the training, participants will be able to: Develop a competence in Customer Service Excellence
- Know the importance of customer service excellence and emotional intelligence, also known as EQ (emotion quotient) to success in serving customers and clients well
- Post-pandemic in the new normal, and
- With the influx of the next generational people, Gen Z, with their generational characteristics of being highly tech-savvy, demanding and expected to be served fast and 24-7
- Assess one’s level of emotional intelligence in handling demanding and difficult situations in life and at work
- Importance of Emotion Quotient (EQ) in understanding and treating others empathetically
- Emotion Quotient (EQ) assessment to determine one’s level of emotional intelligence
- The ‘S.C.O.R.E Love’ Emotional Intelligence Technique
- Be guided through the various customer-serving situations to achieve Customer Service Excellence
- For both short-term on-the-spot customer-serving and/or long-term client-relationship management
- In Phone calls, Face-to-face and Digital-online customer-serving situations
Develop a competence in Managing Demanding Customer Situations
- Be guided on the reasons why customers might complain and/or be difficult and demanding
- From corporate regulations, operational glitches to miscommunication and mismanagement of the serving situations, etc.
- Discover one’s motivational type through a profiling assessment
- Importance of knowing which types of motivation exist, and which one type is one highly motivated by
- Go through a motivational type profiling assessment (EPIC Waves Motivation Theory™) to determine which type of motivation will propel one to the desired goal/s or target/s.
- Be guided through on how to use one’s motivation type to continue to display customer service excellence and factors
- Be guided on the management of demanding customer situations
- Using a simple yet powerful technique – the ‘R.E.A.C.T’ Service Recovery technique
- To not just help any service personnel recover from any demanding customer-serving situation, but also win back the customer to his or her favour
Develop an Overall competence in Customer Service Excellence and Demanding Customer Situation Management at the workplace for corporate success
- Putting all of the above skills learnt into practice with assessment
- Case studies and role-play of proposed real-life networking situations for more focused learning and direct application
- Completion of course with assessment
Synopsis
In every profession and industry, serving customers well will definitely yield much fruits, whether at work, in customer service and pre- and post-sales. With the new normal and the changing service-and-sales landscape to become more digitalised, customer service has taken a more varied definition and dimension. Furthermore, with the influx of the next generation, Gen-Z, coming into the workforce and commanding more economic power as a whole, emotional intelligence (also known as EQ – emotion quotient) becomes a highly important aspect when carrying out and displaying service excellence. This course will equip one with the necessary skills to enhance one’s service quality to the next level, for both short-term on-the-spot customer-serving and/or long-term client-relationship management. That’s not all – other than going through an EQ assessment to discover our level of emotional intelligence, learners will also go through a motivational type profiling assessment to find out which type of motivation will propel them to exude and execute better customer service no matter how difficult and demanding the client-serving situation is. Learners will then go on to master a simple but powerful service recovery technique that will not just help anyone recover from any demanding customer-serving situation, but also win back the customer to his or her favour. Look no further as this course will surely enhance one’s service standards to the next level in whichever profession or industry one is in.
Contents
- Importance of Service Excellence and EQ in Customer-serving
- Short-term On-the-spot Customer-serving and/or Long-term Client-relationship Management Skills
- Phone calls, Face-to-face and Digital-online Customer-serving Skills
- EQ and Motivation Profiling Assessments for Personal Service Skills and Enhancement
- Demanding Customer Situation Management via Service Recovery Technique with Step-by-Step SOP Checklist
- Putting it all together: Discussion, Case Studies and Role-play (with assessment)
(* Minimum 75% attendance is required for completion of course)
Type of WSQ Course Programme
A WSQ-funded and SkillsFuture Credits- and Absentee Payroll- eligible Course
Duration
1 Day(s) (8 Hrs)
Course Fee
$400.00
Miscellaneous Fees
Admin Fee for Make-up Session for Partial Absent, Appeal & Re-assessment: $50.00
Miscellaneous Fees refer to any non-compulsory fees which the trainees pay only when applicable. Such fees are normally collected by Eduquest when the need arises.
Fees indicated are per pax and not per proforma invoice or invoice.
|
Nett Fee after SSG’s Course Fee Funding Funding Validity Period: 08 May 2023 - 07 May 2027 |
|||
| Type | Category of Individuals | ||
| Singapore Citizens, Singapore Permanent Residents and Long Term Visit Pass Plus (LTVP+) holders | Employer-sponsored and self-sponsored Singapore Citizens aged 40 years old and above | SME-sponsored local employees (i.e Singapore Citizens and Singapore Permanent Residents) | |
| Funding Source | |||
|
SkillsFuture Funding (Baseline)
Up to 70% of Course Fees |
SkillsFuture Mid- Career Enhanced
Subsidy
Up to 90% of Course Fees |
SkillsFuture Enhanced Training Support
for SMEs
Up to 90% of Course Fees |
|
| Course Fee | $400.00 | $400.00 | $400.00 |
| SkillsFuture Funding | $280.00 | $280.00 | $280.00 |
| Nett Fee Payable | $120.00 | $120.00 | $120.00 |
| SMES / ETSS-SME | - | $80.00 | $80.00 |
| Final Amount Payable | $120.00 | $40.00 | $40.00 |
(For Local Employers) More about SFEC https://www.skillsfuture.gov.sg/sfec
* Self-sponsored individuals must be at least 21 years
old.
#Absentee payroll support in addition to course
fee funding available for employer-sponsored
candidates.
*Terms and conditions applies to all types of
SSG fundings.More details at www.tpgateway.gov.sg
