Domain:
Compliance and Enforcement; Service Delivery; Our Core Competencies
Audience:
Senior Officer; Support Officer
Who Should Attend:
You are a frontline officer in service operations functions who interacts frequently with the public in the course of your work.
This programme is for Singapore Public Officers only.
Programme Fees and Grants
PSD will subsidise $358.00 of the total programme fee before GST. The grant is valid from 01 Apr 2025 to 31 Mar 2026. Please note that you need to complete the programme in order to qualify for the grant.
Programme Overview
Are you keen to gain a sound understanding of key techniques and principles to create positive interactions? In this programme, learn how to strengthen care and empathy in service delivery through face-to-face interactions with the public.
There will be a pre-programme exercise to complete on CSC Empathy AI app. Details of the app will be in the course placement letter.
Learning Outcomes
- Communicate in-person effectively by identifying the unspoken needs and concerns of customers/public.
- Manage the complexities of face-to-face interactions with customers by demonstrating empathy.
- Manage one's emotions and triggers when handling difficult customers.
- Apply the CARE Service Principles when interacting with customers.
Last updated: 28 Feb 2025
Day 1
The programme is designed with the intention for participants to build individual capabilities and acquire skills with specific techniques to use in displaying empathy.
The key focus for Day 1 is to create the awareness to display empathy, be familiar with key empathy principles and practice the skills in a safe environment. Participants will understand the impetus for the need to display empathy in today’s context with group-based activities to get buy-in and improve learning retention.
Day 2
Day 2 contents focus on providing learners with a toolkit to demonstrate empathy through:
- Identification of the customer’s feelings and unspoken needs
- Use of effective communication (verbal and non-verbal) to build trust with the customer
The day will culminate with learners applying the skills and knowledge learnt over the 2 days through role play practice.
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.
Meenakshi Sarup
Meenakshi Sarup is founding partner and Manager of LOA Centre SG. She has been in corporate and public training since 2011 and has trained programs in Change Leadership, Business Communication Skills, Law of Attraction, NLP and Emotional Intelligence to a diverse audience.
Training and the development of people’s potential has always been an area that she has been actively involved in. Prior to starting LOA Centre SG, she has 12 years of corporate experience in Human Resources, Skill Development & Training and Quality Systems. She has gained this experience in two of the largest MNCs in the world today – Oracle Corporation and the TATA Group, as an internal trainer, Manager of the Training and Skill Development function and Manager Human Resources and Organisational Development.
In addition to her Post-graduation in Business, Meenakshi is a Certified facilitator in Law of Attraction (Michael J Losier), a Certified NLP Trainer (Australasian Institute of NLP) and a Certified Trainer of Emotional Intelligence (6 Seconds). She is also an accredited trainer for Think on Your Feet® and Kotter International’s ‘Our Iceberg is Melting – Change Essentials’.
She has been instructed in the facilitation methodologies of World Café, Open Space Technology, Appreciative Inquiry and Proaction Café and completed a 3-day training session on Interactive Training Strategies by the renowned Dr Thiagi of The Thiagi Group Inc.
Meenakshi was a part of a core team of practitioners hosting Pro Action Cafe in Singapore and is a Professional member of Asia Professional Speakers Singapore (APSS). Having lived and studied in India, she now resides in the dazzling city of Singapore with her husband and two children.
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.
