New Edition
Workforce Skills Qualifications (WSQ)

WSQ Course Programme

A WSQ-funded and SkillsFuture Credits- and Absentee Payroll- eligible Course

2023 - 2025

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WSQ Course Programme

Customer Service Excellence with EQ (Emotion Quotient) and Demanding Customer Situation Management

Synopsis

In every profession and industry, serving customers well will definitely yield much fruits, whether at work, in customer service and pre- and post-sales. With the new normal and the changing service-and-sales landscape to become more digitalised, customer service has taken a more varied definition and dimension. Furthermore, with the influx of the next generation, Gen-Z, coming into the workforce and commanding more economic power as a whole, emotional intelligence (also known as EQ – emotion quotient) becomes a highly important aspect when carrying out and displaying service excellence. This course will equip one with the necessary skills to enhance one’s service quality to the next level, for both short-term on-the-spot customer-serving and/or long-term client-relationship management. That’s not all – other than going through an EQ assessment to discover our level of emotional intelligence, learners will also go through a motivational type profiling assessment to find out which type of motivation will propel them to exude and execute better customer service no matter how difficult and demanding the client-serving situation is. Learners will then go on to master a simple but powerful service recovery technique that will not just help anyone recover from any demanding customer-serving situation, but also win back the customer to his or her favour. Look no further as this course will surely enhance one’s service standards to the next level in whichever profession or industry one is in.

The contents have been adapted from Joshua Luke’s book series and e-guide series – ‘Fast Forward Your Customer Service’ book and the ‘First-Mover Advantage in Personal Effective Skills’ e-guide:

Course Objectives

At the end of the training, participants will be able to: Develop a competence in Customer Service Excellence
  • Know the importance of customer service excellence and emotional intelligence, also known as EQ (emotion quotient) to success in serving customers and clients well
  • Post-pandemic in the new normal, and
  • With the influx of the next generational people, Gen Z, with their generational characteristics of being highly tech-savvy, demanding and expected to be served fast and 24-7
  • Assess one’s level of emotional intelligence in handling demanding and difficult situations in life and at work
  • Importance of Emotion Quotient (EQ) in understanding and treating others empathetically
  • Emotion Quotient (EQ) assessment to determine one’s level of emotional intelligence
  • The ‘S.C.O.R.E Love’ Emotional Intelligence Technique
  • Be guided through the various customer-serving situations to achieve Customer Service Excellence
  • For both short-term on-the-spot customer-serving and/or long-term client-relationship management
  • In Phone calls, Face-to-face and Digital-online customer-serving situations
Develop a competence in Managing Demanding Customer Situations
  • Be guided on the reasons why customers might complain and/or be difficult and demanding
  • From corporate regulations, operational glitches to miscommunication and mismanagement of the serving situations, etc.
  • Discover one’s motivational type through a profiling assessment
  • Importance of knowing which types of motivation exist, and which one type is one highly motivated by
  • Go through a motivational type profiling assessment (EPIC Waves Motivation Theory™) to determine which type of motivation will propel one to the desired goal/s or target/s.
  • Be guided through on how to use one’s motivation type to continue to display customer service excellence and factors
  • Be guided on the management of demanding customer situations
  • Using a simple yet powerful technique – the ‘R.E.A.C.T’ Service Recovery technique
  • To not just help any service personnel recover from any demanding customer-serving situation, but also win back the customer to his or her favour
Develop an Overall competence in Customer Service Excellence and Demanding Customer Situation Management at the workplace for corporate success
  • Putting all of the above skills learnt into practice with assessment
  • Case studies and role-play of proposed real-life networking situations for more focused learning and direct application
  • Completion of course with assessment
Type of WSQ Course Programme
  • A WSQ-funded and SkillsFuture Credits- and Absentee Payroll- eligible Course
Presented by
  • Signature Image Academy International Pte. Ltd
  • UEN 201017041 W

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WSQ Course

Benefit/s

For the WSQ course training, participants will

  • Receive a full-fledged Workbook customised to the various topics-in-training
  • Be guided through various customer-serving interactions to achieve service excellence: from short-term on-the-spot customer-serving and/or long-term client-relationship management, and in phone call, face-to-face and digital online customer-serving situations
  • Go through an Emotion Quotient assessment (‘Total Success Multi-QuotientTM’ Analytics Profiling) to find out their level of emotional intelligence to handle difficult circumstances in both life and work situations
  • Go through a Motivational Type Profiling assessment and tool (‘EPIC Waves Motivation TheoryTM), and discover their type of motivation and corresponding propelling factors to propel them further in life and at the workplace
  • Be guided on how to handle and manage demanding customer situations well via the ‘R.E.A.C.T’ Service Recovery Technique
  •  Be presented with a ‘Step-by-Step Customer Service Recovery S.O.P in any situation’ Chart for the fast, direct and easy application of the skills learnt for more focused carrying out of customer service excellence/li>
WSQ Training

Venue for Face-to-face Training

  • Training Room at 111 #07-07 Somerset Rd, TripleOne Somerset, Singapore 238164 or
  • Client’s Office Premise (for Corporate Clients of 10 pax and more)
Training Duration, Time and Format One-day course from 9.00am to 6.00pm and In-person training Note: Specific training date/s can be arranged for client if a class of minimum 10 pax can be confirmed Course Fee/s and Funding Period
  • Full-day course fee of S$400 nett
    • For SG Citizens and PRs of 40 and above years of age, there is 70% fee subsidy. Thus: S$120 nett
    • For SG Citizens and PRs of 39 and below years of age, there is 50% fee subsidy. Thus: S$200 nett
Note: Remaining course fee can be further subsidised via Company’s Absentee Payroll and/or Individual Participant’s SkillsFuture Credits (independent claim and dependable on how much the participant has utilised).
Profile of Chief Trainer

Joshua Luke

Joshua Luke

Joshua Luke is a multiple-award winning Global Master Trainer and International Speaker. A Certified Triple-Master in Customer Service (IBICA, US), Etiquette (IBICA, US), Communication Consultant (CWI, AU) and Image (APICSA, SA), he has been featured as Celebrity Master Personal Branding Consultant by the media. A former Mr. Singapore, and former Official Trainer & Judge for several Miss Singapore pageants and for international pageants, Coach Luke has appeared on TV (MediaCorp Channel 8 & Channel U), on print (SPH’s Straits Times newspaper, Men’s Health Singapore magazine and U-Weekly magazine), on air (MediaCorp’s 938 Live radio station) and on demand (Starhub’s Cable TV Channel). Also a MBA Graduate, he is currently in his last lap of DBA (PhD) studies, completing his Doctoral thesis soon. Armed with over 20 years of experience and with all his expertise, Joshua has conducted trainings both in Singapore and overseas - Malaysia, China, Taiwan, Thailand, Cambodia, South Africa, etc. The list of his training clients has spanned across various industries, and includes public organisations like

Housing & Development Board, Ministry of Education, Ministry of Transport, Defence Science & Technology Agency, MUIS (Islamic Religious Council of Singapore), National University of Singapore, Nanyang Technological University, Singapore Institute of Management, Singapore Institute of Management, etc. and private corporations like United Overseas Bank, Shanghai-Pudong Bank, Aberdeen, AIA, Prudential, Great Eastern, Manulife, PSA Corporation Ltd, RSM Stoneforest, etc.  

Workforce Skills Qualifications (WSQ)

Course Schedule

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Registration

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