Singapore Team Building - Your Preferred Teambuilding & Training Partner

customized team building & training programs to suit your training needs

:: home | team building games | DISC | our clients | trainers | alliance |contact | articles | site map ::

Home Menu Home
About Us
Teambuilding Menu Teambuilding
Indoor Programmes
Outdoor Programmes
Adventure Programmes
Programmes Index
NLP Game Show
Leadership Menu Leadership
Change Management
Whale Done!
Effective Leadership
Problem Solving & Decision Making
Supervision Training
Leadership Dynamics
Leadership Index
Communication Menu Communication
Communication with Tact
Interpersonal Communication
Customer Service Customer Service
Give 'Em The Pickle
Fish Mongers
How to Handle Difficult Customers
Customer Service Excellence
Delighting your Customers
Superior Front
Customer Relationship Management
DISC Menu DISC Profile
What is DISC Profile?
DISC Applications
DISC & Teambuilding
Clients Menu Clients
Partial List of Clients
Testimonials Menu Testimonials
Thank You Notes from Clients
GMM Pfaudler, India Teambuilding
Trainers Menu Trainers
Trainers Overview
Anouk Kooijmans
Tan Lip Kee
Alvin Quah
Venues Menu Venues
Hotel & Resorts we have visited
Around Singapore
Hong Kong
Thailand, Bangkok
Articles Menu Articles
Articles Home
Why Play Games?
Multiple Intelligences
Bonding Through Eating
Brainstorming Technique
Customer Service & Team Work
Conducting Teambuilding Sessions
O.P.T.I.M.A.L. Event Planning
Resources Menu Resources
Resources Index
FAQs Menu FAQs
Past Questions Answered
Contacts Menu Contacts

customer service programs

how to handle difficult customers

Winning companies are those who have a growing level of customer loyalty - and a team of professionally trainer customer service officers to manage the customers. Not just a theory of good customer service…but a total organizational strategy built around customer needs. Why not join the winner's circle by structuring a corporate plan that enhances the total customer experience?

Quality service will give you the competitive advantage you need to survive in a tough business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your internal and/or external customers can directly affect your individual goals as well as your team’s and company’s performance.

There are two major reasons to deliver customer service: repeat business and happiness. Sales turn prospects into new customers. Service turns new customers into repeat customers. Good Service also makes customers happy! Make a significant contribution to your company's image or bottom line and make your own lives easier.


This program shall enable participants to achieve the following objectives:
• Develop their people skills, manage emotions and events in a positive, proactive manner ;
• Discovered their personality styles and be able to predict more accurately the behavior of customers, especially difficult ones using the extended customer service profile ;
• Learn the immediate skills on how to turn around tough people and situations with tact and skill ; and
• Bring out the best in all kinds of people and discourage behavior which impedes performance.
• the course can also include teambuilding activities upon request.


Reality Check—Our True Relationship with Customers

• Learn the Reasons for the Failure of Customer Initiatives and Why Customer Loyalty and Satisfaction Have Reached Their Lowest Levels
• Understand the Current Status of the Company-Customer Relationship
• Perform a Competitive Analysis for the Target Market Segment
• Recognize the Conflict between Product Strategies and Customer Strategies
• Understand the Core and Augmented Customer Needs and Wants
• Recognize the Central Importance of Customer Strategies
• Take the Company-Customer Aptitude Test to Assess the Current Situation

Customer-Centric Strategy Overview

• Define What a Customer-Centric Strategy Is
• Differentiate between Customer-Centric Companies and the Rest of the Pack
• Learn How to Set the Right Priorities to Become a Customer-Centric Organization
• Understand the Basic Architecture of a Customer-Centric Strategy
• Develop a Mission Statement and Corporate Objectives to Launch Customer-Centric Strategy

Developing Customer Experiences and Relationships

• Learn the Basics of Customer Segmentation
• Conduct a Relationship Analysis
• Define the Roles of Both Customer and Corporation
• Understand the Dynamics of Experiences and Relationships
• Map the Customer Experience
• Develop the Customer Experience- Moments of Truth

Organizational Development—Part 1

• Understand How Customer Experiences and Relationships Are Created and Built
• Learn the Basics of Building an Experience-Based Organization
• Identify Characteristics of the Right People to Hire
• Understand the Principles of Training and Empowerment
• Recognize Organizational Processes That May Conflict with Implementing an Enterprise-Wide, Customer-Centric Strategy

Organizational Development—Part 2

• Create a Customer-Centric Performance Evaluation and Compensation Plan
• Gain Insight into Classical Pitfalls and How to Avoid Them
• Identify Processes That Conflict with Your Customer-Centric Strategy
• Learn What Tools Are Required to Successfully Implement the Strategy
• Identify a Team to Create the Cultural Change and Lead the Strategy

Delivering the Relationships—Customer Dialog

• Build a Customer Dialog
• Develop Listening Methods
• Develop a Customer Idea Management System
• Improve Methods to Provide Feedback to Customers
• Deal with Complaints and Negative Interactions
• Understand the Dynamic Nature of the Relationship
• Recognize the Trends That Can Alter the Relationship
• Identify Relationship Alternatives

Measurements for Success

• Develop Measurements to Justify a Customer-Centric Strategy
• Build a Customer-Experience Index
• Define the Metrics and Scorecards to Track the Success of the Strategy
• Apply Measurements to Each Department in the Organization
• Build Long-Term View into the Strategy
• Learn Best Practices of Customer-Experience Measurements

Starting Tomorrow—Action Plan

• Assess Your Current Position and Gaps in Your Desired Strategy
• Create an Action Plan for Tomorrow
• Learn How to Engage the Whole Organization
• Determine Where to Start

Lectures, discussions and presentations.

who should attend
managers, supervisors, customer service staff and all staff that have contact with customers

duration: 14 hours

*program timing can be tailored to meet your requirements

featured articles:

the hawthorne experiments and employee motivation
what has teamwork got to do with customer service?
understanding DISC - how does it help me?
team brainstorming method

home | team building programs | leadership programs | customer service programs | DISC | our clients | trainers | alliance |contact | resources | site map
all rights to the contents of this website are reserved. you may link to this site, but not publish or modify the contents of this website for any publication without written approval from anergy fun engineers pte ltd. © copyright since 2005.