Customer Service 101    
This course equips senior learners with the essential customer service skills needed to excel in new or step-down employment. The program focuses on communication and customer interaction skills including problem-solving, and strategies for addressing diverse customer needs. Learners will also gain familiarity with modern technology used in customer service roles, preparing them to navigate tools and platforms that enhance customer interactions. By the end of the course, participants will feel confident and ready to apply these skills in real-world settings, positioning themselves for employment in today’s evolving job market.

Topics Covered
1.Introduction to Customer Service
  • Understanding the Role of Customer Service
  • The Value of Life Experience in Customer Service
  • Core Qualities of Effective Customer Service Professionals
2. Communication Skills •Refining Active Listening
  • Effective Verbal and Non-Verbal Communication
  • Empathy and Patience in Customer Interactions
  • Adjusting Communication Styles for Different Generations
3.Handling Customer Inquiries
  • Drawing on Experience to Understand Customer Needs
  • Providing Clear and Accurate Information
  • Techniques for Guiding Customers with Confidence
  • Managing Multiple Inquiries with Ease
4.Problem-Solving and Conflict Resolution
  • Utilizing Experience for Effective Problem-Solving
  • Approaches to De-escalating Tense Situations
  • Handling Complaints with Empathy and Expertise
  • Turning Challenges into Positive Outcomes
5.Building and Maintaining Customer Relationships
  • Leveraging Life Skills to Build Trust
  • Creating Positive and Lasting Impressions
  • Maintaining Professionalism 
  • Using Experience to Upsell and Cross-Sell Naturally
6.Embracing Technology in Customer Service
  • Introduction to CRM Software 
  • Adapting to New Tools with Confidence
  • Best Practices for Navigating Online Customer Service Platforms
  • Support and Resources for Continued Learning
7.Stress Management and Self-Care
  • Stress Triggers in Customer Service Roles
  • Maintaining Well-being 8.Role Play
Duration: 1 day (8 hours)

Course Fee

Full Course Fee S$285
Nett Fee S$57 (after NSA* subsidy)
(Minimum 75% Attendance is Required)

* NSA Subsidy for Singaporeans & SPR age 50 & above
** Course is eligible for SkillsFuture Credit Claims
Course code : TGS-2025055143

*National Silver Academy (NSA) subsidy is for Singaporeans & Singapore PR age 50 & above  (Terms & Conditions apply)

For queries: Call 64785015 or Email: coordinator@cfs.org.sg
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