Ultimate Customer Service

DETAILED COURSE OUTLINE FOR
ULTIMATE CUSTOMER SERVICE TRAINING COURSE
IN SINGAPORE

Section One: Getting Started

• Icebreaker
• Housekeeping Items
• The Parking Lot
• Customer Service Workshop Objectives

Section Two: Who We Are and What We Do – Understanding Customers & Customer Service

• Who Are Customers? (internal/external)
• What is Customer Service?
• Who Are Customer Service Providers?

Section Three: Establishing Your Attitude

• Appearance Counts!
• The Power of a Smile
• Staying Energized
• Staying Positive

Section Four: Identifying and Addressing The Customer’s Needs

• Understanding the Customer’s Problem
• Staying Outside the Box
• Meeting Basic Needs
• Going the Extra Mile

Section Five: Generating Return Business with Better Customer Service

• Following Up
• Addressing Complaints
• Turning Difficult Customers Around

Section Six: In-Person Customer Service (Face to Face)

• Dealing With At-Your-Desk Requests
• The Advantages and Disadvantages of In-Person Communication
• Using Body Language to Your Advantage

Section Seven: Giving Customer Service over the Phone

• The Advantages and Disadvantages of Telephone Communication
• Telephone Etiquette
• Tips and Tricks

Section Eight: Providing Customer Service via Email

• The Advantages and Disadvantages of Email Communication
• Understanding Netiquette
• Tips and Tricks
• Examples: Chat or e-mail

Section Nine: Recovering Difficult Customers

• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions

Section Ten: Understanding When to Escalate

• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats

Section Eleven: Ten Things You Can Do to WOW Your Customers Every Time

• Ten Tips

Section Twelve: Wrapping Up

• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations

How is the Customer Service Course Conducted in Singapore at Intellisoft?

This customer service course  is full of role-plays, practical exercises, group exercises, and real life case studies.

The trainer will get you to practice your customer service skills and by the end of the training, you would have learned the tools, tips, techniques to provide an amazing customer service to your customers.

Improve Communication Skills, Presentation & Public Speaking Skills, Time Management Skills To Succeed in any organization.

The key objectives of this Ultimate Customer Service Training are:

• State what customer service means in relation to all your customers, both internal and external
• Recognize how your attitude affects customer service
• Identify your customers’ needs
• Use outstanding customer service to generate return business
• Build good will through in-person customer service
• Provide outstanding customer service over the phone
• Connect with customers through online tools
• Learn how to Deal with difficult customers

By the end of this training, participants will be able to:

1. Define customer service excellence and understand its importance for both internal and external customers.

2. Recognize the impact of personal attitude and behavior on customer satisfaction and loyalty.

3. Identify and anticipate customer needs to provide proactive and personalized service.

4. Apply strategies to deliver exceptional service that encourages repeat business and long-term relationships.

5. Demonstrate effective in-person service skills that build trust, rapport, and goodwill.

6. Deliver outstanding customer service over the phone by using tone, clarity, and empathy.

7. Engage and support customers effectively through digital channels, including email, chat, and social media.

8. Handle challenging situations and difficult customers with professionalism, patience, and confidence.

Anyone, who wants to improve the skills can attend this training. No specific skills or pre-requisites are required.

You must have basic knowledge of English, and must be willing to learn new concepts and ideas, and try them on your own.

Why should you join a communication or presentation skills course Singapore? Read our in-depth article.

Best suited for Individuals, Employees in Sales, Customer Service, Purchasing, IT, HR, and other departments in companies. Everyone has to deal with customers and provide exceptional customer service.

This customer service course is ideal for professionals across all departments who interact with customers—both external and internal. Whether you are in Sales, Customer Service, Purchasing, IT, HR, Administration, or any support function, delivering exceptional service is essential in every role.

From frontline staff to back-office teams, the ultimate customer service workshop is designed for anyone who wants to enhance their customer service skills, improve communication, and create positive customer experiences—because in today’s business environment, everyone is in the business of customer service.