The Heart of Customer Service

The Heart of Customer Service

This 1-day course on Emotional Intelligence in Service Excellence is designed to equip participants with the skills and strategies needed to build and maintain strong customer relationships. Through a mix of lectures, interactive activities, case studies, and group discussions, participants will learn to effectively manage their Emotional Bank Account with customers.

The programme uses an approach that includes interactive workshops, role- playing scenarios, and real-life case studies to teach participants the key principles of the Emotional Bank Account. Training sessions focus on developing skills in active listening, empathy, and personalized communication. Continuous feedback and practical exercises ensure that these techniques are ingrained and can be seamlessly integrated into daily customer interactions, ultimately leading to improved customer satisfaction and loyalty.

Learning Objectives

At the end of the workshop, you will learn about:

Demonstrate Personal Integrity in Customer Service
Understand and Personalize Customer Interactions
Communicate Clearly to Set and Manage Expectations
Build and Maintain Trust Through Reliability
Enhance Customer Satisfaction by Attending to the Little Things
Utilize Emotional Intelligence in Customer Interactions
Effectively Apologize and Recover from Mistakes
Implement Practical Strategies for Service Excellence

Target Audience
Staff who are keen to improve customer and stakeholder interaction

Date

13 Mar 2025

Time

9.00am to 5.00pm (1 day)

Course Fees

S$817.50 (SingHealth and Duke-NUS staff, including GST)

Class Size

16 - 20 pax

Venue

Academia, 20 College Road, Singapore 169856

Trainer

Singapore Airlines Academy (SIA Academy)

With a heritage of service excellence spanning over 70 years, the SIA Academy have diligently set and upheld these same standards for themselves. Their enduring focus on people development reflects the commitment to exceptional standards in safety and service.

By joining SIA Academy, the world's most-awarded airline, you will gain the knowledge and skills to unlock exceptional standards of service and hospitality which are adaptable across sectors. Embark on a transformative journey towards excellence.

Organiser

SingHealth Academy

Registration Details

NOTE: Please inform and attain approval from your supervisor and respective institution HRs before sending in your registration.

To register, please email the following information to [email protected] -
Course Title:

Full name:

Contact number:

Designation:

Department

Institution:

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Registration is on a first-come, first-served basis. Successful registrants will be notified via email with information on payment details.

Registration closes on: 27 February 2025

In line with the Singapore Personal Data Protection Act (PDPA), please note that we have updated our SingHealth Data Protection Policy, a copy of which is available at http://www.singhealth.com.sg/pdpa. Hard copies are also available on request.

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