Learning Solutions
- Explore Service Excellence Programmes
- Customer Experience & Journey
- Professional Grooming
- Effective Communication
- Professional Image
- Handling Challenging Customers
- Service Mindfulness & Awareness
- Hearing The Unspoken
- The Essentials of Service Recovery
- Leading Service Teams
- The Heart of Customer Service
- Explore Operational Excellence Programmes
- Building A Culture of Safety
- Operating in High Risk Environments
- Leadership for Operations Success
- Team Synergy for Operations Success
- Leading High-Touch Operations
- Upholding Safety in Operations
- Operational Leadership: Resilience in Action
- Resilience: Performing Under Pressure
Hearing The Unspoken
This comprehensive 1-day training programme is designed to equip customer service representatives with the skills to understand and respond to the deeper, unspoken needs and emotions of customers. By learning to "hear the unspoken," participants will enhance their ability to provide exceptional service, fostering customer satisfaction and loyalty. Drawing on best practises and insights from Singapore Airlines (SIA), the programme covers essential techniques for active listening, empathy, proactive problem-solving, and creating memorable customer experiences.
What Learners Will Achieve
After completing the programme, learners will be able to:
- Identify and understand the deeper intentions behind customer queries.
- Demonstrate empathy and build stronger connections with customers.
- Proactively address potential issues before they arise.
- Create memorable customer experiences through personalised interactions.
Target Audience
This programme is catered for:
Client Service Professionals
Customer Service Representatives
Account Representatives / Managers
Retail Professionals
Service Consultants
Team Leaders and Supervisors
Discover Our Programmes Today
Evolve your organisation's service and hospitality strategy today with our curated programmes. Chat with us to find out more.
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