Providing a positive customer service experience to your customers in Singapore is crucial when working with new clients and creating opportunities for repeat business and/or sales. Do you create "Raving Fans" every time you interact with your customers?

Attend this Customer Service training course from PD Training and discover how to positively connect with your clients and create "Raving Fans".  This course teaches you the skills and techniques for retaining your valuable clients and winning repeat business in any scenario like how to dress for the role, providing high levels of attention and follow up, questioning techniques, using and reading body language, dealing with unhappy customers and much more.

Organizations and individuals will become more customer service oriented by completing this engaging and insightful course. 

The Customer Service training course can be delivered at your premises anywhere in Singapore by one of our expert local or international trainers or you can attend one of our publicly scheduled courses.

Contact us today for a group quote.

Your Learning Outcomes
Customer Service Training Course

After completing this course participants will be able to:

  • Explain what customer service means in relation to internal & external customers
  • Recognize how one's attitude affects service standards
  • Master ways to develop & maintain a positive, customer focused, attitude
  • Develop needs analysis techniques to better address customer needs
  • Apply outstanding customer service techniques to generate return business
  • Practice techniques for developing good will through in-person customer service
  • Formulate take away techniques for service excellence over the phone
  • Gain insight to connecting with customers online
  • Master techniques for dealing with difficult customers
  • Acquire tools for recovering difficult customers
  • Understand when to escalate
Duration: 1.0 day course



Reviews

Customer Service Training Course Reviews:

"I would definitely recommend all departments taking part in the customer service training. Even though I felt confident in the service I provide there is always room for improvement and it made me reflect on ways I can still provide better customer service."

Tanglin Trust School

"This course helps me understand more how important customer services in all aspect of communication."


-Matco Asia Pte Ltd


"Totally enjoyed the session with Shana. She did a good job learning the structure and process of our company and tackle the problems individually rather than giving us general solutions."


-Nanyang Institute Of Management


"Love how enthusiastic the delivery of the course and how smart the trainer is."


"Real life examples and how to overcome difficult customer is the most useful part of the course."


"The best part that I learnt from this training is how to handle customers in a more proper way, that including tonality, words and body language. Besides, for phone conversation, I has also learnt how to handle difficult customers. Very useful and thanks."


-ICONZ-WEBVISIONS PTE LTD


"Trainer helped us determine the important component of dealing with customers as well as help us to understand the 4 different groups ourselves and our customers fall into."


"Trainer was fantastic though, maintained eye contact throughout, body language kept us engaged. Jack was someone who had very good personal experiences as he related different scenarios that he had been in. I look forward to more of his courses covering different topics!"


-Grab Taxi



It was fantastic to have Jessica come in and train our team. The course was highly appropriate for our support centre and I believe each individual benefited from the training provided. Jessica did a fantastic job of engaging each of the staff members and had each of them contribute to the day. She tailored the training to our specific requirements and worked on the fly where needed to get the most out of our team. Ryan has done a great job to sort through any concerns or initial reservations that I had in regards to training and helped pick the right course for our team. Overall a really great experience and I will be recommending follow up courses to my management team in future.

-Siteminder


I have always received fantastic service, co-operation and response from PD Training. They always go an extra mile to serve their customers. I strongly recommend PD Training to all my industry colleagues.

-Clayton Salon


The trainer Kirsty was organized topic of training very well. She made satisfied my expectation of this training. Thank you very much.

-Menya Noodle Bar


This was one of the best trainings I have participated in, my team were all really impressed and enjoyed the training immensely. Thank you Michaela was terrific!!

-Grampians Community Health


Sally was a really great teacher. She was positive, helpful, really friendly and she answered every question I asked her. She made it a really enjoyable course! Thank you!

-Freebott LTD


It well structured and the facilitator was very friendly and clear.

-Freebott LTD


Very good training, would recommend to friends in 'Customer Service Roles'.

-Siteminder


What enhanced the session was the enthusiastic participation and input by all members of the group.

-Siteminder


Awesomenessly awesome!!

-Siteminder


Held our interest all day, very professional.

-Grampians Community Health


Congratulations to Michaela. She involved all participants in the activities/discussions and was very flexible in how parts of the discussion went and then easily brought us back to the main aim of the course. Her summations was great as well.

-Grampians Community Health


Michaela is a fantastic trainer, she really knows her stuff, delivery was great. Fantastic day can't say enough nice things about the whole experience. Thank you.

-Grampians Community Health


Nothing the Trainer we had was one of the best I have had over the 7 years I've been here.

-Holcim


Karen was great! Energetic, encouraged a laugh and it didn't like a boring training course at all it was educational yet fun!!

-Holcim


Fantastic Trainer - look forward to her presenting other courses that I will be invited to. The course reminded me to apply my customer skills so that customers can get 100% satisfaction.

-Holcim


One of the most beneficial courses i have ever attended. Anne was very helpful and professional. She is worth more money.

-Holcim


I would just like to say that the course was a lot of fun and certainly gave insight to things I had not been aware of before even though I have spent many years in Customer Service. Thanks for a great experience.

-Metcash


Having been to many seminars and courses over the years, it was refreshing to have an overview of the experiences I have gained. I guess the most useful part of the course was the "up-to-date" customer greetings face to face and over the phone. Time change I guess. I enjoyed the interaction with my fellow workers and the chance to have my own input.

-R&S Trading


I found that team work was really helpful and talking bout what everyone else has experienced and how to deal with it.

-Clockwork


The presentation was very professional & the subject is a big part of our day to day life dealing with clients, fellow workers & family/friends.

-MGA Insurance Brokers Ltd


Speaker was great! very funny and made it a bit more fun! :)

-MGA Insurance Brokers Ltd


The trainer was very friendly and enthusiastic and made the course very interesting.

-MGA Insurance Brokers Ltd


Anne was great - very engaging - I felt that I can use the tools she has given me.

-Dept. of Sustainability Environment Water Population and Community


Trish did a fantastic job with our slightly dysfunctional group. Her background knowledge on neurology and the way the brain works in terms of 'being present' and 'above the line' was GREAT! To be honest I thought this course was going to be dull and bland but experienced the complete opposite, would recommend a training session with Trish anytime!

-Armada Solutions


Trisha delivered the session in a great way, I was impressed with her knowledge and I believe we gained good value out of the exercise.

-Armada Solutions


Love the way the course was set out very fun and friendly.

-Department of Health


I though Ann was absolutely FANTASTIC. Very friendly, outgoing and fun without being unprofessional. Easy to listen to and understand - you have a great trainer on your hands!

-The Sound Alliance


Thank-you Simon. The day left me feeling positive and refreshed ready to go forward with many new and revamped ideas.

-Almax Aluminium


I was a bit skeptical about this, as I usually am with these sort of things. But I found it to be a really enjoyable & easy experience, and I feel that everyone in the course not just myself could take a lot away from it.

-Vinidex Ltd


More happy clients



Course Outline
Customer Service Training Course

Download Customer Service Training Course Outline

Foreword:

Do you create positive, lasting impressions with your clients whenever you interact with them? Have you retained your old clients while attracting potential new ones? If your answer is "NO", then your company’s customer service process may require some improvement. In order to gain loyalty and magnetize potential clients to do business with you, an organization in Singapore must provide world-class service to them.
 
In order to create a positive customer satisfaction experience, the organization must provide an exceptional customer service and exceed your customers’ expectations with each interaction. In order to achieve this it is important to ask yourself some questions:
 
  • Do you or your staff have the right skill sets to deliver exceptional customer service?
  • Currently how do you improve your Customer Service Skills and approaches?
  • Do you strive to continuously improve your customer service?
  • Do you listen to your customers and their needs?
  • Do you currently listen effectively to uncover the customer’s true needs?
  • Are internal customers understood and prioritized?
 
This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line by consistently providing exceptional customer service to their clients.

 

Customer Service Training Course - Lesson 1
Brand Ambassador or Brand Assassin?
  • What is customer service?
  • Customer Behaviour
  • Why Customers Leave
  • The Benefits of Brilliant Customer Service
  • Module 1: Reflection
Customer Service Training Course - Lesson 2
Customer Diversity
  • Cultural diversity and the global customer
  • Generational differences
  • Module 2: Reflection
Customer Service Training Course - Lesson 3
We choose to serve
  • Customer Empathy
  • Principles of great service
  • Module 3: Reflection
Customer Service Training Course - Lesson 4
Communication – the key to great service
  • Listening
  • Writing
  • Personal Style
  • Module 4: Reflection
Customer Service Training Course - Lesson 5
Navigating the Negatives
  • Learning from worst-case scenarios
  • The Steps of Acknowledgement
  • Handling Tough Situations
  • Module 5: Reflection
Customer Service Training Course - Lesson 6
Creating a Service Culture
  • Management Focus
  • What can you do?
  • Living the Culture
  • Module 6: Reflection
Customer Service Training Course - Lesson 7
Reflections
  • Create an Action Plan
  • Accountability equals Action

In-House Training We’ll focus on what matters most to you and tailor to your context


Live Online or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people dialling in, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
Conferences
Conferences
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you if you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.


Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Not exactly what you needed? Try other courses in the Customer Service Courses Category


Customer Service Training
4.61 out of 5 from 106 responses
 
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