How well do your teams develop rapport and maintain positive relationships with customers? Can they confidently and proactively handle requests and complaints while building customer engagement?

This interactive workshop builds strong foundations in communicating with customers, personalising touchpoints and interactions to develop and maintain relationships. Through more confident, professional, proactive customer management, your organisation will better engage customers and achieve performance objectives.


  • Create an optimal, engaging customer journey underpinned by consistent service standards
  • Build rapport with and engage customers through effective listening, verbal and non-verbal communication 
  • Proactively and sensitively manage complaints and refuse requests to maintain customer engagement and improve retention


  • Participants will enhance their credibility as effective customer management professionals, engage customers and achieve performance goals
  • Customers will feel more connected and loyal to your brand, through increased trust and personalised engagement at key touchpoints
  • Your organisation will build customer relationships that will drive an emotional connection with the brand and support business growth

Workshop outline

Service excellence essentials

  • Identifying the role of service delivery in WOW brands
  • Evaluating your service excellence skills and setting goals

Mapping the customer journey

  • Analysing moments of truth
  • Creating and evaluating a customer journey map

Consistent customer service

  • Building trust with customers through more consistent behaviour
  • Analysing how customer service standards underpin customer experience

Understanding customer needs

  • Understanding the different levels of listening
  • Using questions to understand and manage customer expectations

Building rapport and trust with customers

  • Identifying rapport building behaviours
  • Refusing requests empathetically

Communicating with your customers

  • Using the 3 Vs of communication to create connection
  • Understanding what makes an effective conversation

Retaining the customer

  • Understanding the hidden value of complaints
  • Managing complaints and gaining back customer trust

Service excellence mini-clinic

  • Evaluating service excellence skills against best practices 
  • Setting goals and action planning for successful service interactions

Who should attend?

The Common European Framework of Reference for Languages (CEFR) is an international standard for describing language ability.

  • Establishing level course: build strong foundations
  • No experience needed
  • Minimum CEFR Intermediate (B1) level English 

Why choose us?

Find out why you should choose us and how we deliver our workshops face-to-face or online

Full-day workshop schedule

Face-to-face Public training dates 2023/2024
11-12 January 2024    
  • Length: 14 hours
  • Workshop fee: S$900.00 (subject to prevailing GST)
  • Venue: Toa Payoh Centre