[Virtual Classroom] Advanced Handling Difficult Customer Situations

Wonder Hing

Wonder has experience working with both the private and public sectors, from leadership to frontline employees. Her training domains lie in Emotional Intelligence, Service Excellence, Leadership and People Management, Personal Effectiveness and Hospitality Operations and Management. Over the last 25 years, Wonder’s corporate career spanned across a range of practice in the hospitality industry including an Integrated Resort (IR) pre-opening experience where she played an active role in managing training programmes across Business Units, headed up the Service Quality division to drive service initiatives and groomed hi-potentials for succession planning. Also, Wonder has held various senior positions in hotels, private membership clubs and food and beverage establishments where her responsibilities covered Events Management, training and development, and running day to day activities to ensure satisfaction at all levels. She currently leverages on her diverse operational experience to inspire others to exceed quality standards and guest satisfaction. As a professional coach, Wonder partners with her clients to heighten self-awareness, generate positive thoughts and create an empowering frame of reference for future actions. Wonder is a certified Marshall Goldsmith Stakeholder Centered and TEAM Stakeholder Centered Coach, certified professional coach in transformative coaching, emotional intelligence (EQ) and Myers-Briggs Type Indicator ® (MBTI®) Practitioner. She holds a BBA in Business Management & Hotel, Restaurant & Resort Management and is ACTA (Advanced Certificate in Training and Assessment) certified.

Rosli Abdul Samad

Mr. Rosli Abdul Samad is a Programme Designer and Master Trainer who has conducted training courses in the areas of facilitation skills, assessment of WSQ workshops, project management, productivity and quality improvement, change management, communication skills, learning organisation, group dynamics, self-motivation, time management, and parenting styles. He has 17 years of training experience. Rosli has developed Workplace Development Agency (WDA) certified programmes such as Employability Skills Systems (ES WSQ) for Civil Service College. Rosli graduated from the RMIT University, with a Degree with Distinction in Business Administration. He subsequently obtained the Advanced Certificate in Training and Assessment (ACTA) through the process of Recognition of Prior Learning (RPL) with the Institute of Adult Learning (IAL) in 2010. He obtained his Masters in Training and Development from Griffith University, Australia where he gained the Griffith Award for Academic Excellence 2012 for being in the top 5% of the cohort. He obtained High Distinctions in Instructional Design Strategies and Workplace Learning. He obtained the Diploma in Adult Continuing Education (DACE) through a super-accelerated programme in IAL in 2013.

Rinkoo Ghosh

Rinkoo is passionate about helping individuals and organisations build emotional agility, resilience and empathy to optimise performance for themselves. Rinkoo is currently an Associate Trainer/Facilitator for the Civil Service College. Rinkoo has been working for the Singapore Public Service, namely Civil Service College, for the past 26 years as an HRD Practitioner, Principal Learning and Development Specialist, Consultant and Facilitator. She offers learning interventions and solutions for all public sector agencies (ministries & statutory boards) and offers customised learning solutions and programmes for social sector agencies. She has trained executives, managers and leaders in various fields of domain beyond Resilience and Empathy. These include Learning & Development, Service Delivery/Customer Experience, HR, Leadership/Management and Oral or Written Communications. Her clients today also include Sentosa Development Corporation, Land Transport Authority, Singapore Land Authority, Ministry of Manpower, Ministry of Social Development and Family Affairs, Home Team Academy, Housing Development Board., among others. Prior to becoming a facilitator and consultant, Rinkoo held professional positions as a Commissioning Editor in publishing and printing government linked organisations. Rinkoo holds a Doctorate in Business Administration( DBA) from New South Wales University, Australia. She also holds a Bachelor of Arts ( Mass Communication) from Australia, and a Master of Arts in Mass Communication from USA. She is certified to train in Learning Organisation and holds a Graduate Diploma in Training & Development with the Civil Service College. She is a Specialist Adult Educator(SAE) with the Institute for Adult Learning (IAL-SUSS) certified with ACLP. She is also an Accredited Facilitator with The Resilience Institute, SE Asia. In addition, she is a certified 7 Habits and Mind Mapping Trainer, a an EQ Trainer and Action Learning Coach(Roffey Park, UK).

Jason Tan

Jason has over 20 years of experience spanning logistics, travel, and technology, he is a dedicated professional specializing in customer service, stakeholder engagement, and personalized communication. Throughout his career, Jason has cultivated a commitment to continuous learning and a desire to contribute to individual and team growth.

Jason is an experienced trainer and skilled coach, having guided individuals through their professional development journey. His coaching approach, enriched by hands-on experience, reflects a commitment to creating supportive environments for managers, aiding them in enhancing team efficiency and effectiveness.

His expertise extends to designing tailored leadership workshops and conducting one-on-one coaching sessions focusing on practical skills and implementation. Jason's aim is to facilitate growth by offering personalized guidance that respects each individual's unique journey. Collaborating with organizations, Jason has successfully developed training plans aligned with their goals. His emphasis on understanding organizational needs, coupled with a commitment to crafting effective training content, has contributed to positive training outcomes.

Chua Bee Choo

Chua Bee Choo conducts training mainly in the areas of customer service and personal effectiveness. Her areas of training include Customer Service, WITS/IQC, Emotional Intelligence, Time Management, Managing and Motivating Frontline Staff for Service Excellence, Working with Difficult People and The 7 Habits of Highly Effective People. Ms Chua’s experience comes from years of working with people from different industries, both from the private and public sectors. Her forte in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation. She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA.