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    Event Profile
    Class/
    Online
    Classroom
    Date February 11, 2019
    Time 9:00am to 5:00pm
    Venue Mandarin Orchard Singapore
    333 Orchard Road
    Singapore 238867
    Fee
    7% GST will apply
    SGD 470.00
    3 & above: SGD450.00 each
    For Member
    SGD 446.5
    3 & above: SGD427.5 each
    NoteTwo tea breaks and buffet lunch will be served. Limited complimentary car parking coupons are available upon request.
    Trainer
    Activity
    In any performance-oriented and sales-driven industry, no matter how well you treat your clients and customers to the best of your service, there might be times where situations led to misunderstandings, miscommunications and even complaints. What you do is then of paramount importance to respond, react and recover well, so that you can settle the whole situation and even win back the customers. Learn invaluable service recovery in complaint-handling techniques to respond to every time things happened. Let International Master Trainer and Certified Master Customer Service Consultant Joshua Luke, with his professional expertise and years of experience, bring you on a journey to ace your individual performance in this area life and at work now!
    Objective
    Upon completion of this workshop, you will be imparted with
    • Understanding that high level of Customer Excellence & Satisfaction will lead to less complaints
    • Knowing what are the common points for customer complaints
    • The tools for handling customer complaints efficiently and effectively
    • On-the-spot practicum in case studies & discussion with role-playing
    Outline
    • Introduction to Customer Service Recovery & Complaints-Handling
    • What is Customer Service Excellence & Satisfaction?
    • Why Do Customers Complain At Times?
    • Relationship of Corporate Social Responsibility with Customer Satisfaction
    • Handling Customer Complaints: Relationship Management in Decoding Customers I
    • Handling Customer Complaints: Relationship Management in Decoding Customers II
    • Mastering Customer Service Recovery: The ‘R.E.A.C.T’ Technique
    • Case Studies & Role-Playing - A Practical Approach to Let Participants Know How Skills Learnt Can Be Applied
    Who should attend
    Any Client-Handling Office Personnel who just wants to be equipped with the Service Recovery in Complaints-Handling Skills
    Methodology
    The workshop will be highly interactive with practicums and role-plays, equipping the participants with skills and knowledge.
    Testimonial
    "Able to capture audience attention. Very comprehensive and detailed."
    SP Services

    "I enjoyed the course as it was really helpful. The Coach was engaging & made things interesting for us. It was extremely beneficial."
    LTA

    I have known Joshua Luke from his wonderful and awe-inspiring trainings. He has a remarkable sense of humour and a great level of energy that made the workshops that he conducted fun and memorable. Apart from this, it was apparent that he deserves to be a trainer because of his expertise and his vibrant yet affable personality.
    Zingrill Holdings Pte Ltd

    "Joshua Luke’s unique teaching style and charisma during his training demonstrates the importance of social graces, etiquette and communication."
    Dental Surgeon

    "Joshua Luke is known to possess a personable charisma, passion and professionalism."
    Cellini Design Center Pte Ltd

    Mr Joshua is an amazing trainer who can adapt to all the different situations. Throughout his training, our participants are totally absorbed into his training and I can see the positive change in many of them after that."
    L’ORÉAL Singapore

    "Coach Luke is exemplary in stylishly guiding us to reinvent our business and social life. His experiences offer us lessons and tips that help us to create our style!"
    President of SWA (Singapore Women’s Association)
    Joshua Luke's Profile
    Award-winning Trainer Joshua is a Leading Personal Effective Skills Training Expert, with numerous training experiences in the areas of Personal & Business Effective Skills, Personal & Team Leadership, Team Dynamics & Management and Sales Enhancement Strategies.

    A qualified 'Advanced Body Language Research & Trainer' and a NLP Practitioner-in-training, he is also the Trainer for both Essential Leadership & Effective Negotiation Skills Training Programmes for the Masters’ Graduates Programme in Nanyang Technological University - S. Rajaratnnam School of International Studies (RSIS, NTU).

    Coach Joshua, as he is fondly known as in the industry, is also the producer of the DVD Series ‘Transform Yourself Now’. He also authors several e-book series: the ‘Empower Me’ E-book Series and the ‘Harness The Champion in Me’.

    Joshua has conducted numerous international training - in South Africa, Hong Kong, Thailand, Malaysia, Indonesia, Philippines and China, with ongoing international training still being arranged yearly.
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