Customer Service Training Course

Providing a positive customer service experience to your customers 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 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 or register now into the next public course date.

Learning Outcomes
Course Outline
Public Class
  • 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 day course


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    Paper or BYOD tablet

    Tailored Training


    Your course, tailored to you.
    Watch the video below to see
    how we tailor each course to
    each person.

    Tailored Training and reinforcement the way you like it - see the difference for yourself.


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    Learn how our Orgmenta helps us tailor the course to you, and provides you with better reinforcement and support to implement what you learned in class.
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    Customer Service Training Course testimonials

    "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."


    "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

  • Course Outline - Customer Service Training Course

    Download Customer Service Training Course Outline


    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 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
    • Create an Action Plan
    • Accountability equals Action

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • tailored to your team at no extra cost
    • cost effective - great group pricing
    • you choose the day, duration, place and time
    • flexible length - sessions as short as 1-hour
    • greatest impact in the shortest time
    • great team building opportunity
    • more convenient, people don't need to go off-site
    • World's leading reinforcement system

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator

    These 60-90 minute sessions are highly motivating and thought provoking

    3-hour Power Sessions
    3 hour power session

    3-hour power sessions are targeted and flexible around your operational needs.

    Full-day training
    full day training

    Full day courses delivered with a strong focus on activities and participation.No death by PowerPoint here!


    We can run workshops or provide keynote speakers. Let us provide the highlight of your conference.

    Empower Your Team with Training and Reinforcement Tailored to their needs

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    training focused on your outcomes

    See how our processes empower you and your team:

    • More tailored to you and your teams needs
    • Provides reinforcement to embed the learning - on demand
    • Reflects best practice - view our success guide here
    • And it saves about 500,000 pieces of paper each year!

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    Managers prefer PD Training because:
    • They see immediate impact back at work

      The course is tailored to their goals - and the needs of the participants. The trainer consults with the manager before each class, and tailors the course based on the goals of the manager AND the participants.

    • Great feedback!
      They get great feedback, and their staff get skills they can use right away

      The training is full of activities to make the day fun, and reinforce the concepts. People learn more and give great feedback.

    • A fresh and effective training experience

      Orgmenta experience is not only 'cool' it is a richer learning experience. Orgmenta gives training initiatives 'a buzz' and achieves better outcomes.
      We use tablets in class - BYOD or we can provide them at 50% off recommended retail price.

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    • Reinforcement

      The training tends to 'stick' because of the wide variety of reinforcement and support options available on-demand through PC's and mobile devices.

    • Training Management App

      Costing, planning, administering and reporting on training is easier and faster than ever before. The Training Management Centre takes training administration to the cloud, and improves reporting and transparency like never before. Accessible from Windows, iOS and Android devices.

  • Public Class Dates for Customer Service Training Course


    • Time: 9:00 AM - 4:30 PM
    • Small classes, average 5 people, max 16
    • Click a date below to book
    • Pay on Invoice or by Credit Card



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    Orgmenta -
    it's training focused on your outcomes

    Before class: Answer a few quick questions to tell the trainer what you would like from the course, and complete the fast personality profile - we'll tailor the class to your goals and learning style.

    During class: Lot's of activities, and comprehensive training materials.

    After class: Receive a industry-leading reinforcement and support that you can access from our App or online via the website.

    Click Here to Learn More About the PD Training Orgmenta

    Participants prefer PD Training because:

    • The course is more tailored to their needs

      Each person tells the trainer about their learning needs before class - so they get more out of the day.

    • The training is full of activities to make the day fun, and reinforce the concepts

      We deliver tailored experiential training.

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    • Richer Learning experience the simple technology used in class adds a new interactive dimension to the experience

      Orgmenta has limitless opportunities for additional interactivity, activities and rich media content.

    • Reinforcement and support to implement lessons from class the way THEY like it

      The support and reinforcement is world class and empowers people to apply what they learnt for real and lasting change.

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    • How do we achieve all that?
    • We make it really simple and easy - it's technology that empowers instructor-led training like never before.
    • We call it the i-pecc model , incorporating Orgmenta .

Customer Service Training Course Reviews:

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.
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'.
What enhanced the session was the enthusiastic participation and input by all members of the group.
Awesomenessly awesome!!
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.
Karen was great! Energetic, encouraged a laugh and it didn't like a boring training course at all it was educational yet fun!!
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.
One of the most beneficial courses i have ever attended. Anne was very helpful and professional. She is worth more money.
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.
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.
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
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