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Overview

In today’s competitive marketplace, exceptional customer service is not just a differentiator; it’s a necessity. Organizations that prioritize customer engagement and loyalty are not only better positioned to retain clients but also to foster long-term relationships that drive growth and profitability. This training course is designed to equip participants with the essential skills and strategies to enhance their customer service approach.

Throughout this course, we will explore the foundational principles of outstanding customer service, the impact of emotional intelligence on customer interactions, and innovative techniques to engage customers effectively. Participants will learn how to create memorable experiences that resonate with clients, turning ordinary transactions into extraordinary relationships.

By the end of the course, you will be empowered to elevate your customer service practices, fostering a culture of engagement and loyalty that not only meets but exceeds customer expectations. Join us on this journey to transform your customer service approach and unlock the full potential of your organization’s relationships with its customers!
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What You'll Learn

  • Leverage on organisational resources when engaging with customers over various platforms.
  • Portray professional etiquette and adhere to PDPA requirements when interacting with customers.
  • Escalate feedback received over various platforms in accordance with the organisation’s guidelines.
  • Understand customer expectations: Analyze the evolving landscape of customer expectations and identify key factors that influence customer satisfaction and loyalty.
  • Enhance Communication Skills: Develop effective communication techniques that foster positive interactions, including active listening, empathy, and conflict resolution.
  • Implement engagement strategies: Explore innovative strategies and tools to engage customers at various touchpoints, ensuring a personalized and memorable experience.
  • Leverage emotional intelligence: Recognize the importance of emotional intelligence in customer service and learn how to apply it to build stronger relationships with clients.
  • Measure and improve customer loyalty: Establish metrics to assess customer satisfaction and loyalty, and develop actionable plans for continuous improvement in service delivery.

Who Should Attend

This course is perfect for those who wish to acquire the skills and knowledge to deliver exceptional customer service, enhance customer engagement, and build lasting loyalty.
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Prerequisites

  • There is no prerequisite for this course

Learning Journey

Coming Soon...

Module 1: Introduction to Customer Service Excellence

Objective: Establish the foundation for exceptional customer service and set the tone for the course.

  • The role of customer service in modern business.
  • Overview of customer engagement and loyalty.
  • Exercise: Participants share customer service experiences and analyze key takeaways.

Module 2: Leveraging Organizational Resources for Customer Engagement

Objective: Equip participants with knowledge of available resources to better serve customers on various platforms.

  • Identifying organizational tools and resources (CRM systems, social media, helpdesk software, etc.).
  • Cross-platform consistency in customer interactions.
  • Activity: Case study on using technology for efficient customer service.

Module 3: Professional Etiquette and PDPA Compliance

Objective: Ensure participants understand professional behavior and legal compliance during customer interactions.

  • Principles of professional etiquette in customer service (language, tone, presentation).
  • Overview of Personal Data Protection Act (PDPA) and its application.
  • Best practices for protecting customer data.
  • Activity: Role-play scenarios involving adherence to PDPA and professional standards.

Module 4: Escalating Feedback Based on Organizational Guidelines

Objective: Train participants to efficiently escalate customer feedback using proper procedures.

  • Identifying types of feedback: positive, neutral, and negative.
  • Escalation procedures within the organization.
  • Maintaining professionalism during escalation.
  • Exercise: Group discussion on when and how to escalate feedback across platforms.

Module 5: Understanding Customer Expectations

Objective: Analyze modern customer expectations and factors that influence loyalty.

  • Trends in customer expectations: personalisation, speed, and empathy.
  • Key drivers of customer satisfaction and loyalty.
  • Activity: Interactive exercise where participants map out evolving customer expectations in their industry.

Module 6: Enhancing Communication Skills for Positive Interactions

Objective: Develop advanced communication skills for effective customer interactions.

  • Active listening techniques to fully understand customer needs.
  • Using empathy to connect with customers emotionally.
  • Conflict resolution: handling difficult situations calmly and professionally.
  • Role-play: Participants engage in mock interactions that involve applying active listening, empathy, and conflict resolution techniques.

Module 7: Implementing Engagement Strategies Across Touchpoints

Objective: Learn strategies to drive meaningful engagement at each customer touchpoint.

  • Exploring digital tools (chatbots, social media, and email) to personalize engagement.
  • Creating memorable customer journeys.
  • Consistent messaging and customer experience across touchpoints.
  • Workshop: Participants design a multi-touchpoint customer journey using engagement tools.

Module 8: Leveraging Emotional Intelligence in Customer Service

Objective: Understand and apply emotional intelligence to build strong customer relationships.

  • The role of self-awareness and empathy in customer service.
  • Managing one’s emotions during high-pressure situations.
  • Building rapport through emotional intelligence.
  • Activity: Emotional intelligence self-assessment followed by group discussion on improvement strategies.
Module 9: Measuring and Improving Customer Loyalty

Objective: Learn to assess customer satisfaction and develop plans to enhance loyalty.
  • Key metrics: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES).
  • Analyzing feedback to identify areas for service improvement.
  • Actionable strategies for improving customer loyalty over time.
  • Group Exercise: Participants develop a loyalty improvement plan for a sample business.
Module 10: Responding to Service Challenges

Objective: Equip participants with strategies to handle challenging service situations effectively.
  • Types of service challenges: complaints, service failure, and irate customers.
  • Best practices for responding to and resolving complaints.
  • Managing customer expectations during service disruptions.
  • Case Study: Participants work through challenging service scenarios and present their solutions to the group.

Frequently Asked Questions (FAQs)

  • Why are soft skills important?

    In today's interconnected world, soft skills are essential for success in any field. They empower you to communicate effectively, build strong relationships, collaborate with others, and navigate complex situations with confidence.

    Whether you're aiming to advance your career, improve teamwork, or simply enhance your personal interactions, strong soft skills are crucial for achieving your goals.

  • What to expect for the training sessions?

    SoftSkills by Trainocate programs are designed to be engaging, interactive, and practical.

    You can expect a combination of expert instruction, group discussions, real-world case studies, and hands-on team building activities that will help you develop and apply essential soft skills in your professional and personal life.

    Our experienced trainers create a supportive and collaborative learning environment where you can gain valuable insights, build confidence, and enhance your interpersonal effectiveness.

  • Why take this course with Trainocate?

    Here’s what sets us apart:

    - Global Reach, Localized Accessibility: Benefit from our geographically diverse training hubs in 24 countries (and counting!).

    - Top-Rated Instructors: Our team of subject matter experts (with high average CSAT and MTM scores) are passionate to help you accelerate your digital transformation.

    - Customized Training Solutions: Choose from on-site, virtual classrooms, or self-paced learning to fit your organization and individual needs.

    - Experiential Learning: Dive into interactive training with our curated lesson plans. Participate in hands-on labs, solve real-world challenges, and take on comprehensive assessments.

    - Learn From The Best: With 30+ authorized training partnerships and countless awards from Microsoft, AWS, Google – you're guaranteed learning from the industry's elite.

    - Your Bridge To Success: We provide up-to-date course materials, helpful exam guides, and dedicated support to validate your expertise and elevate your career.

  • What if I'm looking for something different from what's available?

    We totally get it! Sometimes you need something a little more personalized to your specific needs. Maybe you're looking for a unique combination of soft skills, or perhaps you have a particular organizational challenge in mind that you want to address.

    Whatever it is, we'd love to hear more about your learning goals and how we can help you achieve them. Don't hesitate to reach out to us for a chat. We'll work closely with you to understand your needs and tailor a solution that fits perfectly.

    Whether it's a customized workshop, a blended learning program, or a combination of different soft skills training, we're confident we can create something that delivers real results for you and your team.

    Ready to take the next step? Sharmila Naidu is here to help! Drop her an email at sharmila.naidu@trainocate.com, and let's get started on your learning journey!

Funding Info

Skills Future Singapore

There are a few categories of eligibility. This can be segmented into:

Self Sponsored
  • Age 21 years to 39 years old can get up to 50% funding
  • Age 40 years old and above can get up to 70% funding
Company Sponsored (Non-SME)
  • Age 21 years to 39 years old can get up to 50% funding
  • Age 40 years old and above can get up to 70% funding
Company Sponsored (SME)
  • Age 21 years and above can get up to 70% funding

SSG Funding Requirements

  • Trainees must fulfil at least 80% attendance and pass the in-house assessment to be eligible for funding.
  • A functioning Singpass app is required for mandatory e-attendance scanning.
    • Trainees must scan their attendance twice daily using the Singpass app.
    • If you are unable to access Singpass, please inform us in advance so we can assist you.

Cancellation Policy

  • Requests for cancellation or deferment must be submitted in writing at least 14 days before the class start date.
  • Cancellation initiated less than 14 days before the class start will incur fee charges.
  • Approval is subject to Trainocate’s discretion. 

Refund Policy

  • Cancellation requests must be submitted at least 14 days before the class start date to receive a full refund with no charges.
  • Cancellations made 7 to 13 days before the class start date will incur a 50% course fee charge.
  • Cancellations made less than 7 days before the class start date will be charged 100% of the course fee.
  • Exceptions may be granted with Trainocate management approval.

Feedback Policy and Procedure

  • You may submit any feedback / complaints via email to  funding@trainocate.com.
  • All formal complaints will be handled within 7 working days from receipt with a written reply given.
  • Feedback given will be documented and used in continual service and delivery improvement.

Appeal Policy and Procedure

As a candidate in this course assessment, you may appeal your results if you disagree with them. To do so, submit your appeal via email to funding@trainocate.com within 3 working days of receiving your assessment results.


For more funding info and FAQs, click here.

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Course Curriculum

Course Curriculum

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Improve yourself and your career by taking this course.

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