The HeART of Delightful Customer Service

Target Audience
– Division 2 & 3 Officers or Executive, Junior Executive & Support Staff.
– For all professionals who desires to leave a positively delightful impression on all those whom they interact with regularly.

Course Objectives
At the end of this programme, you would be able to:

  • Cultivate and sustain energy and enthusiasm for their work, and self-motivate to “go that extra mile” for their customers.
  • Read and respond better to emotional and social cues.
    • Identify why people behave the way they do.
    • Understand customer personality styles and responding appropriately.
  • Build positive relationships with customers, building rapport and trust more quickly
  • Communicate meaningfully and effectively to win the customers’ heart.
  • Use EQ techniques to manage own and customer’s emotion for a delightful experience.
  • To create a good feeling for the customer with little acts that make a big and positive difference
  • Respond professionally and effectively in service recovery.
  • Overcoming service fatigue.

Course Duration
2 days (16 hours), 9:00am – 5:00pm.

Course Content

Cultivating Positive Intra-Personal Competence by
Developing and sustaining a high level of self-motivation and optimism – Have a “Can do” enthusiastic spirit.
– Harnessing the power of emotional intelligence.

Winning A Customer’s Heart Through Effective Communication.
Heart warming communication behaviour.
– Be interesting by being interested – asking the right questions.
– Listening beyond the spoken words.

Delighting a Customer by Building Rapport
Knowing what makes a customer tick and what tick them of
– Reading and responding to customer’s emotional and social cues.
– Establishing rapport  and building empathy with EQ

Recovering the Customer’ Trust and Confidence
– Dealing with difficult customers or situations.
– Creating a positive and good feeling for the customer.
– Overcoming customer service fatigue.

This workshop will be conducted in small groups using “proximity contagion” experiential learning methodology. Participants will be emotionally inspired and intellectually challenged through a series of interactive, engaging and fun activities. A balanced use of group interaction, individual exercises, case studies, role plays, presentations and mini lectures. Group participation, sharing and specific applications are emphasised. This session will help motivate the participants to discover useful and practical skills which they can apply right away.