At the end of the programme, participants should be able to: Explain the benefits of excellent customer service, Define what
customer care looks like, Analyze those companies that do it well and learn from them, Describe the difference between
internal and external customers, Explain how questioning and listening are vital tools in the provision of customer service,
Describe how to deal with difficult customers effectively, Explain how to turn complaints into opportunities, List the customer
service tools available and how and when to use them, Develop techniques for handling stressful situation and fixing things
when they go wrong, Implement personal motivation techniques to create excellent first impressions.
Mrs Sarojaini Nair has more than 38 years of experience as a Professional Trainer for the Service Industries. Her extensive
customer service area includes spearheading various customer service relationship management initiatives for both the public
and private sector. She brings with her practical experiences having worked at NTUC and large local corporations.
