Customer Service Skills
Course Code: VTLOK2DCP
Duration: 1 Day (7 Hours)
Price Inclusive of GST
ENQUIRE
You can also register by
1. FAX: Click here to download registration form.
2. HRMS-2 / ACE SYSTEM: Inform your Training Coordinator the Course Code, Course Date and the Training Provider is Oaks Training.
3. PHONE: Call +65 6423 1130.
In the daily encounter with callers, it is inevitable that there will be callers who are upset, angry, demanding, persistent, verbose or even abusive customers. To enable participants to handle them effectively and professionally, it is important that we equip ourselves with the right approach and techniques. This course aims to equip participants with the essential communication skills and the techniques to deal with the different types of difficult customers’ situations more effectively.
Course ObjectivesPublic Sector - Support Officers and Senior Officers (Division 2 & 3) who handle customers on the phone
Private Sector - Frontline personnels who handle phone calls
Lecture, activities, video, presentation and role-plays.
• Refreshments are provided for morning and afternoon tea breaks.
• A Certificate of Attendance will be given subject to 90% attendance.
Chua Bee Choo has more than 20 years of working experience in both the private and public sectors. Her main areas of training include Customer Service, WITS/IQC, EQ in Customer Service, the 7 Habits of the Highly Effective People and Handling Difficult People.
One of Ms Chua’s expertise is in Customer Service where her previous work experience as a Frontline Customer Relations Officer to Quality Service Manager had given her practical experiences in dealing with customers at the counters (including gift counters) and call center, developing and implementing customer service policies and initiatives; such as setting service standards, service audits, evaluating performance and implementing the integrated rewards system for the organisations.
Her other area of expertise is WIT/IQC training where she had the experience of working in a WITs team as members, leaders and facilitators, and subsequently as a judge in conventions. Over the years, Ms Chua has conducted training for members, leaders and WITs assessors, as well as coaching and preparing teams for IQC/PS21 Excel WITs Convention. She has also been engaged to develop WITs materials for one of the departments in Ngee Ann Polytechnic and the Civil Service College. Ms Chua is a trained IQC Assessor with SPRING Singapore and had been involved in assessing teams in a number of Conventions for both service and manufacturing companies.
Besides conducting training, Ms Chua also does talk for organizations on creativity in WITS and Customer Service.
Ms Chua has, over the past 8 years trained thousands of staff from different levels: including office attendants, clerks, sales coordinators, receptionist, sales executives, managers, teachers, lecturers, police officers, assistant directors, deputy directors and principals.
She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Upp Hons), Diploma in HRD (Bronze medal), Diploma in Customer Service (USA), and Diploma in Administrative Management. She is also Certified in the DISC profiling system, Certified Six Sigma Green Belt, Certified Trainer for The 7 Habits of Highly Effective People and Certified Six Seconds Level 1 Associate EQ Trainer. She is currently pursuing a Diploma in Public Speaking.
There is no grant for this course.
The Trainer uses very good techniques in establishing a relationship with participants which makes it very comfortable for us to understand and pick up her lessons. Thumbs up! :)
Iris M. Fulledo
(Alsale Marketing Pte Ltd)
The Trainer is very good.
Khairin Nadira (ITE)
Thank you for the live examples, comic relief and laughter while still keeping with the syllabus. I had a good time.
Tan Shian Shian
(Nanyang Polytechnic)
It is so friendly and I am very sure this gonna help me alot. Thanks.
Sumanjeet Kaur
(M&J Structures & Skylight Systems)
I have learnt and gained knowledge from this course. I will recommend this course to my colleague.
Rokiah Bte Abdul Rahman (ICA)
The Trainer is clear and always seek feedback from the class.
Jocelyn Teh (IDA)
I really enjoyed the class. It's fun with all the ladies.
Bhanumathi (YMCA)
If none of our published course date is suitable for you or your staff, contact us at 6423-1130 and let us know when you need this course to be conducted and if it is possible we will do our best to make it happen!
If you require this course to be customised to better suit the training needs of your staff or to have this course conducted on a date not stated in our training calendar, contact us (Call us at 6423-1130) for a no obligation discussion. We would be most happy to assist and hear from you.
It is definitely possible as long as it is conduction in Singapore. Call us at 6423-1130 and speak to any of your representatives and we would be work out an arrangement for you.
Can't attend this course during office hours, contact us at 6423-1130 for possible evening or Saturday class arrangements.
In the daily encounter with callers, it is inevitable that there will be callers who are upset, angry, demanding, persistent, verbose or even abusive customers. To enable participants to handle them effectively and professionally, it is important that we equip ourselves with the right approach and techniques. This course aims to equip participants with the essential communication skills and the techniques to deal with the different types of difficult customers’ situations more effectively.
Course ObjectivesPublic Sector - Support Officers and Senior Officers (Division 2 & 3) who handle customers on the phone
Private Sector - Frontline personnels who handle phone calls
Lecture, activities, video, presentation and role-plays.
• A Certificate of Attendance will be given subject to 90% attendance.
Chua Bee Choo has more than 20 years of working experience in both the private and public sectors. Her main areas of training include Customer Service, WITS/IQC, EQ in Customer Service, the 7 Habits of the Highly Effective People and Handling Difficult People.
One of Ms Chua’s expertise is in Customer Service where her previous work experience as a Frontline Customer Relations Officer to Quality Service Manager had given her practical experiences in dealing with customers at the counters (including gift counters) and call center, developing and implementing customer service policies and initiatives; such as setting service standards, service audits, evaluating performance and implementing the integrated rewards system for the organisations.
Her other area of expertise is WIT/IQC training where she had the experience of working in a WITs team as members, leaders and facilitators, and subsequently as a judge in conventions. Over the years, Ms Chua has conducted training for members, leaders and WITs assessors, as well as coaching and preparing teams for IQC/PS21 Excel WITs Convention. She has also been engaged to develop WITs materials for one of the departments in Ngee Ann Polytechnic and the Civil Service College. Ms Chua is a trained IQC Assessor with SPRING Singapore and had been involved in assessing teams in a number of Conventions for both service and manufacturing companies.
Besides conducting training, Ms Chua also does talk for organizations on creativity in WITS and Customer Service.
Ms Chua has, over the past 8 years trained thousands of staff from different levels: including office attendants, clerks, sales coordinators, receptionist, sales executives, managers, teachers, lecturers, police officers, assistant directors, deputy directors and principals.
She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Upp Hons), Diploma in HRD (Bronze medal), Diploma in Customer Service (USA), and Diploma in Administrative Management. She is also Certified in the DISC profiling system, Certified Six Sigma Green Belt, Certified Trainer for The 7 Habits of Highly Effective People and Certified Six Seconds Level 1 Associate EQ Trainer. She is currently pursuing a Diploma in Public Speaking.
There is no grant for this course.
If none of our published course date is suitable for you or your staff, contact us at 6423-1130 and let us know when you need this course to be conducted and if it is possible we will do our best to make it happen!
If you require this course to be customised to better suit the training needs of your staff or to have this course conducted on a date not stated in our training calendar, contact us (Call us at 6423-1130) for a no obligation discussion. We would be most happy to assist and hear from you.
It is definitely possible as long as it is conduction in Singapore. Call us at 6423-1130 and speak to any of your representatives and we would be work out an arrangement for you.
Can't attend this course during office hours, contact us at 6423-1130 for possible evening or Saturday class arrangements.
Course Code: VTLOK2DCP
Duration: 1 Day (7 Hours)
Price Inclusive of GST
ENQUIRE
You can also register by
1. FAX: Click here to download registration form.
2. HRMS-2 / ACE SYSTEM: Inform your Training Coordinator the Course Code, Course Date and the Training Provider is Oaks Training.
3. PHONE: Call +65 6423 1130.
The Trainer uses very good techniques in establishing a relationship with participants which makes it very comfortable for us to understand and pick up her lessons. Thumbs up! :)
Iris M. Fulledo
(Alsale Marketing Pte Ltd)The Trainer is very good.
Khairin Nadira (ITE)Thank you for the live examples, comic relief and laughter while still keeping with the syllabus. I had a good time.
Tan Shian Shian
(Nanyang Polytechnic)It is so friendly and I am very sure this gonna help me alot. Thanks.
Sumanjeet Kaur
(M&J Structures & Skylight Systems)I have learnt and gained knowledge from this course. I will recommend this course to my colleague.
Rokiah Bte Abdul Rahman (ICA)The Trainer is clear and always seek feedback from the class.
Jocelyn Teh (IDA)I really enjoyed the class. It's fun with all the ladies.
Bhanumathi (YMCA)