Duration: 1 Day
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:
