Recommended Class Size:

16-20 pax

Format:

Instructor-led, classroom delivery (may be converted to virtual delivery)

Methodology:

The training programme employs a blend of interactive and experiential learning methods to ensure maximum engagement and retention. This includes interactive lectures to provide foundational knowledge, real-life examples from Singapore Airlines to illustrate key concepts, and role-playing exercises that allow participants to practise and refine their skills in realistic scenarios. Group discussions facilitate the exchange of ideas and experiences among participants, while hands-on activities engage them in practical exercises to apply the concepts learned. Finally, action planning encourages participants to develop personalised strategies for implementing the training in their daily work.

Learning Outcomes:

By the end of the course, participants will be able to:

1. Identify and understand the deeper intentions behind customer queries.
2. Demonstrate empathy and build stronger connections with customers.
3. Proactively address potential issues before they arise.
4. Create memorable customer experiences through personalised interactions.

Programme Highlights:

• Foundational Concepts: An introduction to the importance of "hearing the unspoken" and its impact on customer service.
• Empathy and Connection: Techniques for developing empathy and building strong customer relationships.
• Proactive Service: Strategies for proactive problem-solving and anticipating customer needs.
• Memorable Experiences: Approaches to creating personalised and memorable customer interactions.
• Real-Life Applications: Examples and best practises from Singapore Airlines, showcasing effective service excellence strategies.
• Interactive Exercises: Role-playing, case studies, and creative exercises to reinforce learning and practise new skills.
• Action Planning: Developing practical action plans to implement the training insights in daily customer service operations.