Service Excellence
Human Performance Excellence
Service Excellence Suite
Hearing The Unspoken
Equip teams to recognise what customers may not express and respond with empathy, insight and care.
Programme overview
Hearing The Unspoken
Recognise The Nuances That Shape Customer Interactions & Respond With Greater Insight
Exceptional service begins with understanding more than what is said. In this programme, guided by practices and insights from Singapore Airlines, participants learn to recognise customers’ underlying needs and emotions, listen with empathy and respond proactively to create personalised experience
Ideal for client service professionals, customer service representatives, account representatives and managers, retail professionals, service consultants, team leaders and supervisors.
Duration: 1 Day
Learning Outcomes
- 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.
View Programme Calendar here.
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