Where: SMU - School of Economics & Social Sciences, 90 Stamford Road, City Hall, Singapore

Restrictions: All ages

Ticket Information:

  • Early Bird: $385.20
  • Normal: $438.70
  • Members: $342.40
  • Buy Tickets – 6220 4008
  • Additional fees may apply

According to a new study co-authored by a team of professors at Simon Fraser University’s Beedie School of Business, the practice of mindfulness makes customer service employees more adaptable, flexible and creative at the workplace.

Mindfulness is a practice of focusing on the present moment for an individual in a non-judgmental way and being aware of multiple perspectives. Combine this with an understanding of customer service fundamentals, and the results you will experience at work will include increased productivity levels and customer satisfaction.

After the workshop, you will be able to:
- differentiate between basic and exceptional customer service
- identify the benefits of practicing empathy and mindfulness for effective customer service interaction
- know what it takes to adapt to specific customer behaviour styles
- connect with your customers with customer care tips and techniques, to deliver a holistic and engaging customer experience
- experience an increased level of satisfaction and passion in delivering service excellence

What you will learn
Service Basics (Re)Defined
- Service vs Experience
- Head & Heart

Personality with Passion
- Identifying strengths and limitations
- Managing emotions, mind-sets & attitude

Attitude with Passion
- Understand that right attitude matters
- 3-steps approach to a winning attitude

Understanding Mindfulness
- Know what is mindfulness
- Impact of mindful practice

Inspiring The Customers
- Impact of effective communication
- Active listening
- Building rapport

Achieving Customer Satisfaction
- Meeting & exceeding customers’ expectations

Who should attend
All levels of employees who have direct interaction with customers and are seeking to identify and develop their professional skills in customer service and customer experience to help grow the business.

Methodology
This programme is delivered through a combination of formal theoretical instructions, interactive exercises with references to real case scenarios, individual and group activities, and role plays.

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