Course details
PROGRAMME OUTLINE
- Understanding & Defining Service Excellence
- Forging a Service-Oriented Team Culture
- Handling Customer Complaints Professionally
- Coaching the Service Team to handle Challenging Service Situations & Difficult Customers
PROGRAMME OBJECTIVES
This 1 Day workshop equips service managers and supervisors with the mindset, knowledge and skills to manage their service teams and complaints professionally so as to build a service focused organisation.
- Upon completion of the workshop, you will be able to:
- Understand & Define Service Excellence from the Customers' Perspective
- Forge a Service-Oriented Team Culture
- Handle Customer Complaints Professionally
- Coach the Service Team to handle Challenging Service Situations & Difficult Customers
TRAINING METHODOLOGY
The Workshop is packed with highly interactive, fun and enriching activities. It comprises:
- Short Lectures
- Case Studies
- Q & A Sessions
- Discussions & Presentations
- Video Watching & Analysis
- Story Telling & Sharing Sessions
- Role Plays, Games & Energizers
WHO SHOULD ATTEND
Service Managers and Supervisors
Updated on 15 March, 2016Course Location
About SMF Centre for Corporate Learning
The Singapore Manufacturing Federation (SMF), formerly known as the Singapore Manufacturers' Association, was first established in 1932. Its main aim is to champion the Singapore manufacturing sector. With a membership of over 2,800 corporate members ranging from MNCs to SMEs, SMa carries out a myriad of activities to enhance the competitive edge of our members.
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