Customer Service Excellence for HR Professionals & Administrators


Introduction

Managing customers well is a big challenge for businesses. Organizations need to deliver excellent products and outstanding customer service to keep customers happy, satisfied and loyal to their business.

However, we should not neglect our internal customers – our colleagues, peers and supervisors in the organization. Internal Customers are equally important to the business and should be served with the same service level to that of external customers.

This workshop will be conducted by Ken Wong and is for Human Resource professionals and Administrators who serve internal as well as external customers. Please view the details and register below for this one day workshop.

Objectives

Upon completion, participants will understand and apply the skills to:

1. Improve the Total Customer Service Experience
2. Satisfy, Delight & Retain External Customers
3. Enhance Emotional Intelligence (EQ)
4. Improve People Skills to Manage Internal Customers
5. Achieve Better Team Spirit & Relations among staff


Outline

During this workshop participants will actively learn:


Total Customer Service Experience

1. Challenges & Issues on Customer Service
2. Understanding the Service Mindset, Pledge & Commitment
3. Soliciting Feedback & Suggestions for Service Improvements
4. Managing External & Internal Customers


Managing External Customers

1. Managing Rising Expectation from the Customers
2. Positive Communication Skills for Excellent Customer Service
3. Be a “Customer Service Star” – Delivering Outstanding Customer Service
4. Going the Extra Mile in Service (GEMS) - Strategies & Tactics
5. Handling the Rude & Unreasonable Customer with Tact

Managing Internal Customers

1. Educating the Line Departments on Guidelines & Procedures
2. EQ & People Skills for managing staff
3. Be Proactive & Going the Extra Mile in Service for Colleagues (GEMS)
4. Managing Difficult Colleagues & Complaints
5. Implementing Service Quality Circles in the Organization
6. Conflict Resolution & Negotiation
7. Team Building for Better Customer Relationship


Comments from previous participants

"The course overall is excellent. Keep up the good course, excellent trainer." Tan Yingjun, Seacare Manpower Services

"Enjoyed the role play." Anna Wong, Unilever Singapore

"Thank you very much! This is my first training in Singapore, very professional." Samid, Cospian Shipping Company, Azerbaijan


Who should attend

HR & Non HR assistants, admin assistants, junior supervisors, officers and executives in support roles handling general administrative matters, who are either new to the organisation or need to refresh customer service skills.


Trainer

Ken Wong is has more than 12 years of corporate training and consulting experience. He has conducted many training workshops & seminars various Asian countries and many participants from USA, Canada, Germany, Japan, Korea, India, Australia, South Africa, Hong Kong, Taiwan, Philippines, Vietnam and Myanmar. They have benefited greatly from his highly participative & practical training style.

He has conducted in-house customer service training for participants from Immigration & Checkpoints Authority, Singapore Science Centre, EDB, CAAS, SLA, SAF Warrant Officers & Specialists Club, GK Goh Stockbrokers, Hotel Rendezvous, and Hi-P Industries amongst others.

Ken has conceptualized developed and designed an in-house sales Handbook - "Effective Selling Techniques". He is a regular contributor to the Straits Times Recruit. His articles on customer service, sales, entrepreneurship, supervisory management, HR development & secretarial skills have been published. He has also interviewed by NewRadio 93.8FM on management & secretarial topics.

He holds a MSc in Training & Performance Management from the University Of Leicester, UK and a Bachelor of Business Administration (Merit) from NUS.


Admin

Date: Thursday, 19 October 2006
Time: 9am-5pm
Location: The Bayview Hotel, Singapore
Refreshment: Buffet lunch, tea, coffee and snacks will be served
Closing Date: 9 October 2006


Cost

S$300 for HRSINGAPORE Premium subscribers.

S$350 for HRSINGAPORE Community subscribers.

S$365 for SMEs who register via SDF EasyNet (Course Code: 00019).

S$382.50 for Non-SMEs who register via SDF EasyNet (Course Code: 00019).

S$400 for non-subscribers.


Registration Form