Customer Service Workshops

About This Customer Service Workshops

Customer Service Workshops

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.

Who Should Attend This Customer Service Skills Workshop

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 Skills Training Program

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

  • Understanding Active Listening
  • List the 5 Ways to Build Rapport
  • Understand The Keys to Empathy
  • Identify and Address Customer’s Needs Immediately
  • Handle & Recover Difficult Customers
  • State the Steps in Generating Return Business from Customers
  • Establishing Your Confident Self
  • Explain How to Develop Authority
  • Understand Adaptability & Flexibility
  • Explain The Essential Teamwork Skills
  • Understand Stress Management & Stress Reduction Skills
  • Mastering the Art of Conversation
  • List The Top 10 Customer Service Tips

Course Content For This Customer Service Skills Training Course

Below is the course content Customer Service Skills training course


Customer Service Skill Module One: Active Listening

  • Attunement
  • Don’t Jump to Conclusions
  • Shift your Focus
  • Don’t Discount Feelings
  • Case Study

Customer Service Skill Module Two: Building Rapport

  • Take the High Road
  • Forget About Yourself
  • Remembering People
  • Reading Your Customer’s Body Language
  • Ask Good Questions
  • Case Study

Customer Service Skill Module Three: The Keys to Empathy

  • Listening and Paying Attention
  • Don’t Judge
  • Shift Your View
  • Don’t Show Fake Emotions
  • Case Study

Customer Service Skill Module Four: Identifying and Addressing Their Needs

  • Understanding the Customer”s Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Anticipating Customer’s Needs
  • Going the Extra Mile

Customer Service Skill Module Five: Handling & Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
  • Why are Some Customers Difficult?
  • Dealing with the Customer Over the Phone
  • Dealing with the Customer In Person
  • Sensitivity in Dealing with Customers
  • Scenarios of Dealing with a Difficult Customer
  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
  • The Art of Apologising

Customer Service Skill Module Six: Generating Return Business

  • The Importance of Following Up
  • Give Respect & Trust
  • Always Keep Your Cool

Customer Service Skill Module Seven: Establishing Your Confident Self

  • Looking The Part
  • First Impressions Count!
  • The Power of a Smile
  • The Power of Body Language
  • Sounding The Part
  • Staying Energized
  • Creating Positive Self-Talk

DAY 2 

Customer Service Skill Module Eight: Developing Authority

  • Develop Expertise
  • Know Your Competition
  • Continue Education
  • Solve Customer Problems Using Authority
  • Case Study

Customer Service Skill Module Nine: Adaptability & Flexibility

  • Getting over the Good Old Days Syndrome
  • Changing to Manage Process
  • Changing to Manage People
  • Showing You’re Worth Your Weight in Adaptability
  • Case Study

Customer Service Skill Module Ten: Be Proactive

  • Research Analytics
  • Discover Opportunities
  • Prevent Problems
  • Provide Support Before People Know They Need It
  • Case Study

Customer Service Skill Module Eleven: Teamwork Skills

  • Identifying Capabilities
  • Get Into Your Role
  • Learn the Whole Process
  • The Power of Flow
  • Case Study

Customer Service Skill Module Twelve: Stress Management & Reduction Skills

  • Organising
  • To-Do-List
  • Finding a Sanctuary
  • Seeing the Humor
  • Using Music
  • Deep Breathing
  • Soothing Stretches
  • Knowing when to Seek Help

Customer Service Skill Module Thirteen: Mastering the Art of Conversation

  • Giving Your Customer Your Undivided Attention
  • Level One: Discussing General & Current Events Topics
  • Level Two: Sharing Ideas and Perspectives
  • Level Three: Sharing Personal Experiences
  • Cues to Watch For
  • Asking Good Questions (Open, Closed, Probing and Clarifying Questions)

Customer Service Skill Module Fourteen: Top 10 Customer Service Tips

§  Being Polite Matters (Words To Use And Words To Avoid)

§  Being Genuine

§  Don’t Wait for Them To Come To You

§  Do Whatever It Takes Within Reason

§  Get Your Customers Talking About You

§  Listening for Clues

§  Looking At The World Through Their Lenses

§  Make a Habit of Exceeding Expectations

§  Surprising Your Customers

§  Being Consistent

Customer Service Skills Value Added Materials

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

Customer Service Skills Learner’s Guide

Customer Service Skills Key Takeaways Notes

Customer Service Skills Essentials Ebook

Customer Service Skills Course Handouts

Customer Service Skills 30-Day Action Plan

Customer Service Skills MindMaps Pack

Customer Service Skills PPT Slides Used During Course

Customer Service Skills Long-Term Memory Flashcards Pack

Customer Service Skills E-Learning Course

Customer Service Skills Online Video Course

Customer Service Skills Essentials Audiobook

Customer Service Skills Infographics Pack

Customer Service Skills Certification

Each course participant will receive a certification of training completion

Course Fees

There are 3 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.

2-Full Day Course

  • Learner’s Guide
  • Course Handouts

Premium 2-Full Day Course

  • Learner’s Guide
  • Course Handouts
  • PPT Slides Used During Training Course
  • Long-Term Memory Flashcards Guide TM
  • 1 Year Access to Online Training Video Course (*Worth S$589.97)
  • Contact Your Trainer: 90-Day Post Course Help (*Worth S$89.97)
  • Key Learning Takeaway Notes (*Worth S$18.97)
  • Audio Book (*Worth S$18.97)
  • eBook (*Worth S$14.97)
  • Course Infographics Pack (*Worth S$11.97)
  • Course Mind Maps (*Worth S$8.97)
  • 30-Day Action Plan

Upcoming Customer Service Skills Training Course Schedule

Contact us for the latest Customer Service Skills course schedules:

Phone: +65 6817 2530




    Download Customer Service Skills 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. To work, training has to have a strong pre- and post-training component. Post-training reinforcement 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: 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 results. 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. 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 ClientsKnowles 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 contextualised to meet your organisation’s training needs. Leverage on our large pool of professional trainers and consultants for your organisation’s training needs.

      Office Address: Knowles Training Institute, 7 Temasek Boulevard, #12-07, Suntec Tower One, Singapore 038987

      Office Phone: +65 6935 7406


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