This e-learning programme is open for registration
throughout the year. It will take place on LEARN Digital Classroom (LEARN DC),
a one-stop space for you to access your
virtual classroom sessions, programme-related online learning materials,
quizzes and assignments, as well as meet your classmates for discussions. You do not need a LEARN account to access this programme.
You will have up to 90 days to complete each
e-learning programme. Thereafter, the access will expire and you will need to
re-register for the e-learning programme to gain access for another 90 days.
Request to withdraw or replace learners for
approved registrations will not be accepted.
Who Should Attend:
You are a Singapore Public Officer who is keen on Service Excellence.
Programme Overview
In this course, you will learn that how you react in a service recovery situation can affect customer loyalty. You will also learn to anticipate service recovery situations and set up systems in advance to ensure a smooth recovery. You will find new ways to improve your service and create more service value for your customers and colleagues.
Learning Outcomes
Understand why upset customers can be a tragedy or an opportunity
Understand how your attitudes and actions will make the difference
Recognise the three actions you must take to earn higher levels of loyalty in service recovery situations
Last updated:
Identify the three key steps in effective service recovery
Learn how to bounce UP to higher levels of loyalty than ever before
Learn how to turn angry complaints into sincere compliments
Ron Kaufman
Ron Kaufman is the world’s leading educator and motivator for uplifting customer service and building service cultures. Ranked #1 Customer Service by Global Gurus and rated one of the “Top 25 Who’s Hot” speakers by Speaker Magazine, Ron presents powerful insights and best practices from working with clients on every continent for more than thirty years. Ron is author of the New York Times bestseller, “Uplifting Service! The Proven Path to Delighting Your Customers, Colleagues and Everyone Else You Meet” and 14 other books on service, business and inspiration. Ron is the founder of Uplifting Service, a company that enables leaders to upgrade service performance and build sustainable service cultures. Ron was invited to Asia in 1990 by Singapore Airlines and the government of Singapore to create and launch a national service quality training organization. He is a graduate of Brown University, USA with studies in France, London and Berkeley, California. He is a professional member of the Author’s Guild, Global Speakers Federation and International Association of Learning Providers. Ron is a proud citizen of Singapore, and serves clients worldwide to promote the vision: “Serve better, care more, love life.”?
As you are accessing the programme registration page as a training coordinator, we would like to confirm if you submitting registration as a training coordinator on behalf of officer(s) from agency, or for yourself as a participant?
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