Customer Service Training Course

Customer Service Training Course in Singapore

Customer Service Training Course

About This Customer Training Course Singapore

Customer Service Training Course in Singapore

The customer service market requires their employees to have a list of soft skills. Whether you interact with your customers on the phone, in person, or via online chat or email, it is extremely important to relate with them on a human level. Customers must feel like they are interacting with a customer service representative who genuinely cares for them and wants to solve their problems.

Course Schedule

DATESTIMEVENUECOUNTRYREGISTRATION
Customer Service Support Course17 December, 2024 - 18 December, 20249 am to 5 pmOnline / Face to FaceSingapore
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Who Should Attend This Customer Service Skills Training Course

This Customer Service Skills workshop is ideal for anyone who would like to gain a strong grasp and improve their Customer Service Skills.

  • All Staff Within An Organisation

  • Managers

  • Team Leaders

  • Executives

  • Assistants

  • Officers

  • Secretaries

Group Size For This Customer Service Training Course

The ideal group size for this Customer Service Skills course is:

  • Minimum: 5 Participants

  • Maximum: 15 Participants

Course Duration For This Customer Service Skills Course

The duration of this Customer Service Skills workshop is 2 full days. Knowles Training Institute will also be able to contextualised this workshop according to different durations; 3 full days, 1 day, half day, 90 minutes and 60 minutes.

  • 2 Full Days

  • 9 a.m to 5 p.m

Customer Service Skills Course Benefits

Below is the list of course benefits of our Customer Service Skills course

  • Improved customer service skills
  • Higher customer service representative motivation
  • Higher customer service representative engagement
  • Higher customer service representative self-confidence
  • Increase in customer satisfaction
  • Enhance the company’s brand image
  • Increase the company’s profits

Customer Service Skills Course Objectives

Below is the course objectives for Customer Service Skills course

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

This customer service course will look at all types of customers and how we can serve them better and improve ourselves in the process.

Customer Service Course Objectives:

Customer Service Course- Part 1

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service

Customer Service Course- Part 2

  • Identify your customers’ needs
  • Use outstanding customer service to generate return business

Customer Service Course- Part 3

  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone

Customer Service Course- Part 4

  • Connect with customers through online tools
  • Deal with difficult customers

Course Content For This Customer Service Training Course

Below is the course content Customer Service Course

Customer Service Course – Part 1: Who We Are and What We Do

Before we get started, we need to think about what is a customer? What customer service is all about? We also need to think about whom in our organization provides customer service. The simple answer to that question is: everyone.

  • Who Are Customers?

Customer Service Skills Training Course Value Added Materials

Each participant will receive the following materials for the Customer Service Skills course

Customer Service Skills Learner’s Guide

Customer Service Training Course

Customer Service Skills Key Takeaways Notes

Customer Service Training Course

Customer Service Skills Essentials Ebook

Customer Service Training Course

Customer Service Skills Course Handouts

Customer Service Training Course

Customer Service Skills 30-Day Action Plan

Customer Service Training Course

Customer Service Skills MindMaps Pack

Customer Service Training Course

Customer Service Skills PPT Slides Used During Course

Customer Service Training Course

Customer Service Skills Long-Term Memory Flashcards Pack

Customer Service Training Course

Customer Service Skills E-Learning Course

Customer Service Training Course

Customer Service Skills Online Video Course

Customer Service Training Course

Customer Service Skills Essentials Audiobook

Customer Service Training Course

Customer Service Skills Infographics Pack

Customer Service Training Course

Customer Service Training Course Certification

Each course participant will receive a certification of training completion

Course Fees

There are 4 pricing options available for this Customer Service Skills training course. Course participants not in Singapore may choose to sign up for our online Customer Service Skills training course.

  • SGD 889.97 For a 60-minute Lunch Talk Session.

  • SGD 389.97  For a Half Day Course Per Participant.

  • SGD 589.97  For a 1 Day Course Per Participant.

  • SGD 789.97  For a 2 Day Course Per Participant.

  • Discounts available for more than 2 participants.

Upcoming Customer Service Skills Training Course Schedule

Contact us for the latest Customer Service Skills course schedules:

Phone: +65 6714 6663

Email: contact@knowlesti.com

Message:

    Download Customer Service Training Course Brochure

    Request for this Customer Service Skills course brochure. Fill up the short information below and we will send it to you right away!

      • Post-Training Support: A vast majority of training does not have any effect beyond 120 days. But to work, training has to have a strong pre- and post-training component. Post-training reinforcement consequently helps individuals to recall the understanding and ask questions.

      • Blended Learning: Learning does not occur in the classroom. Virtually everybody prefers distinct ways of learning. Successful learning should have a multi-channel, multi-modal strategy.

      • We Understand The Industry: Similarly, we’ve got a profound comprehension of the business, business design, challenges, strategy and the that our participants are in and have designed the courseware to cater to their professional needs.

      • Course Content: Knowles Training Institute’s material is relevant, of high quality and provide specific learning outputs. As a result, Participants will leave the training course feeling as they have gained a strong understanding and will also be in a position to execute what they have learned sensibly.

      • Course Development — The workshop modules follow a systematic and logical arrangement. Therefore, this structure helps to ensure that the course material allows the facilitators to deliver the course in a logical arrangement. Consider the subjects as building bricks into learning, our facilitators slowly build towards a comprehensive picture of this entire topic.

      Knowles Training Institute Singapore Clients

      Course Enquiries

      Fill up the form and we will get back to you in less than 1 working day.

      Alternatively, give us a call to have one of our training consultants contact you. Our corporate training courses can be contextualized to meet your organization’s training needs. Leverage on our large pool of professional trainers and consultants for your organization’s training needs.

      Office Address: 60 Paya Lebar Rd, #07-54 Paya Lebar Square, Singapore 409051

      Office Phone: +65 6714 6663

      Email: contact@knowlesti.sg

        We Guarantee 100% Privacy. We Respect Your Privacy. Your Information Will Never Be Shared.

        Questions

        Good customer service means putting extra effort to make sure a customer is pleased and happy with the products or services provided, and to do so in a timely, friendly manner. This service requires excellent communication and problem resolution skills.

        There are three significant elements of good customer service: The right attitude and mindset. Good customer service involves having the right focus and attitudes by talking positively about customers in the organisation. Effective communication. Exceptional customer service requires mastering communication with external customers (outside the organisation), internal customers (other employees), and demanding customers. Practising it on internal customers. Good customer service is due to positive, supportive interactions between staff members who rely on each another for information.

        Patience. Clients and customers might ask several questions, be unhappy or ask for repeat instructions. Patience is essential to keep the conversation on track, remain personable and provide a positive experience. Communication. Be responsive promptly. Communicate with customers in a transparent, easy-to-understand way to solve the problem. Empathy. Interactions may be with someone frustrated or unhappy. It is essential to understand and identify with the feelings of others and communicate accordingly. Technical knowledge. Know at least a bit of technical or industry knowledge to help resolve the issues at hand and effectively solve problems.

        Here are three ways to increase customer satisfaction: 1. Diligently measure customer satisfaction Researches show that more than 90% of unsatisfied customers will never come back to a company they think is below standard. 2. Survey customer's happiness A customer questionnaire shows areas requiring improvement regarding the product or service, and those customers who love the product or service. 3. Keep note of what customers say on social media Social media is a way to obtain positive and negative feedback in order to take appropriate measures.

        Listen first. Do not try to talk over the customer or argue with them. Build rapport through empathy. Be in the customer's shoes. Empathise with their frustration and show understanding of their position and situation. Avoid raising the voice. If the customer begins to speak louder, start speaking more slowly and in a lower tone. Never get angry or upset. If the customer is swearing or being verbally abusive, take a deep breath and ignore that. Never take it personally. Always speak to the issue at hand and do not get personal, even if the customer does. Remember that customers are human. Everyone has bad days.

        The golden rule is: do to your customers as you would want to be treated. This principle is the only one required when designing customer service policies and procedures. If customers are complaining about how the customer service is being provided, start putting yourself in their shoes.

        Customer service, often at the core of a business, aims to make the customer feel valued and appreciated. Although providing excellent service requires extra time and money, it gives a competitive edge, builds reputation, and encourage existing customers to purchase from the business again. It is much more expensive to acquire a new customer than to retain one.

        1. Product Know-how Many times customer service employees have little working knowledge about the product, which should not be the case. 2. Empathy The empathic employee understands that a failing service or product is frustrating. 3. Customer Focus They must be able to keep their focus on the customer to solve the problem. 4. Patience & Flexibility Have patience and flexibility when dealing with customers. 5. Language skills Service agents should be able to provide support in an educated, respectful way with their mother tongue, or the primary language they will communicate.

        1. Be honest: Make sure you are truly well-suited for a customer service representative position before ever setting foot in a hiring manager’s office. 2. Do your homework Research about what the job is like. Dig a little deeper than you usually would into what the company stands for and what their history is. 3. Assured good idea: Take some time and investigate what the company’s customer service policy is. 4. Raise your awareness: Get to know what products or services you might be expected to deal with.

        1. Self-Service Knowledge Base Some customers are happy getting their questions answered by searching themselves. 2. Social Media Support Every company has a social media presence, whether it is Facebook, Twitter, or Instagram. 3. Live Chat Support Live chat offers is an excellent option for customers who want to speak with a human being to get their issues resolved. 4. Email Support Email is a fast and easy-to-use way for customers to get their questions answered. 5. Phone Support Phone support is probably the oldest form of customer service available today.

        Here are some advantages to giving good customer service: 1) Customer Retention A happy customer will stick back with your brand and will not shift to competitors. 2) More References Giving excellent customer service will cause customers to share their experience with others via word of mouth. 3) Gives Confidence Giving excellent customer service is the key to build confidence in your employees, who will be empowered enough to keep their customers happy.

        1. The Driver The Driver is the most dynamic and vibrant personality of all types. 2. The Analyst This type of customer is highly focused on details. 3. The Amiable The Amiable type of customer is someone sociable and great at forming relationships with other people. 4. The Expressive The Expressives are the emotional type of customer. They are full of positive energy, talk a lot, and love to get attention.

        To understand customers, take note of 13 different types of customers: Prospects Suspects Leads New Customers Novice customers Active customers Repeat customers Customers at risk Lapsed customers Unhappy customers Loyal customers Referral customers Advocate customers It is essential to know that prospects and customers are not the same. Hence, they require different treatment.

        Customer care is a process of attending to customers for best satisfaction and delightful interaction with a business and its brand, goods and services. It is similar to customer experience; however, different than customer support or service.

        Here are the five needs of customers: Price: Customers are unceasingly looking for the best price that match their needs. Quality: Customers need excellent and durable products. Service: Customers need excellent services when purchasing a product. Action: Customers expect follow-up if there is a problem, which Companies should meet. Appreciation: Customers will have to be appreciated to build a long-lasting relationship with them. Companies with excellent customer service retain most customers.

        Listed below are the most popular types of customer needs - most of which are interlinked to determine a purchasing decision. Product Needs Functionality Price Convenience Experience Design Reliability Service Needs Empathy Fairness Transparency Control Options Information

        Here are some tips for meeting customer's expectations and getting them to keep coming back: 1. Create new products and services with the aid of customer feedback about older versions 2. Pay attention and listen. Sometimes customers will not be able to verbalize what they want. 3. Communicate if expectations cannot be delivered. Mistakes happen, and some orders may need to be delivered late. Make sure to let customers know about the status of their orders if things go wrong.

        Key customers include internal and external customers, distributors, buyers, influencers, employees. Calling them all “customers” is common and even acceptable. However, this may be misleading. They are not all customers in the real sense of the word - giving all these constituents an equal or higher priority than they give their primary customer is a mistake. That leads to focusing time and energy in the wrong places, hindering a company’s ability to create value and grow.

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