Creating a Winning Mindset

With the economy still as unpredictable as ever, effective customer service is more important now than it has ever been for companies to remain resilient. Discover how to connect with your customers and retain valuable clients through this programme. Make the first move towards becoming more customer service centred by signing up for this fun and engaging programme.


  • Instill an empathy-driven Customer Service Excellence mindset and behavior

  • Build a strong and committed team to deliver consistent and excellent services to clients (Commitment & Competency)

  • Prioritise tasks to be effective and responsive at work (Efficiency)

Target Audience

Customer service team or whoever in the position to serve or manage customers

Programme Outline

Module 1: Building a Customer-focused Culture

  • Service from the Mind & Heart

  • Mindset, Skillset & Toolset

Module 2: 5 Elements of Customer Service

  • Reliability

  • Assurance

  • Tangibles

  • Empathy

  • Responsiveness

Module 3: Becoming the Trusted Advisor

  • Build Rapport

  • Ask the Right Questions

  • Listening Skills

  • Use Appropriate Language

  • Educate and Advise

Module 4: 4 Steps to Delivering Exceptional “Client Experience”

  • Plan

    • Identify Perception Points

    • Create “Wow” Factors

  • Do

    • Consistency

    • Policies & Procedures

  • Check

    • Managing Customer Feedback

    • Handling Complaints

  • Act

    • Continuous Improvement

Module 5: Fine-tuning (Internal) Customer Service

  • On-the-phone

  • Emails

  • On-site Visits

  • Focus Groups

Action Plan

  • Actual workable plan for immediate implementation