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Service Quality Upgrading Program for Admin Support Staff Workshop

Welcome to the Service Quality Upgrading Program for Admin Support Staff Workshop! This workshop has been specifically designed to enhance the skills and knowledge of administrative support staff, enabling them to provide exceptional service quality to both internal and external stakeholders.

In today's fast-paced and dynamic business environment, administrative support staff play a crucial role in ensuring smooth operations and maintaining positive relationships with clients, colleagues, and management. This workshop aims to equip participants with the necessary tools, techniques, and best practices to excel in their roles and contribute to the overall success of their organizations.

Throughout this program, participants will gain insights into key areas such as effective communication, time management, problem-solving, and customer service. They will learn strategies to enhance their professionalism, efficiency, and productivity, enabling them to handle various tasks and responsibilities with confidence and excellence.

Objective

• Ignites the passion for service.
• Recognizes service gap.
• Demonstrates service delivery in line with organisation’s vision, mission, and values.
• Provides extra-mile service.

Initial Proposed One Day Workshop outline. (Subject to further customization)

Going above and beyond for customers is what separates companies that thrive from companies that only survive. That's why knowing customers and how to provide excellent customer service are vital.

When your team consistently creates an environment of amazing customer service, it generates not just repeat business but also referral business. That's because when your customers feel valued, they'll provide your business with a positive online review so you can build a reputation.

Outline

Introduction

• Why Customer Service?
• What is Customer Service?

Paradigm Shift

• New Mindsets to New Results
• Our Culture
• 5 Ways to Create a customer focused mindset

Recognizing the common service gaps

• Managing your emotions and that of your customers.
• Be Assertive and Persuasive
• Deal with Difficult Situations and Challenging Customers effectively & cohesively.
• What are our service gaps and how to do better?

Aligning and Deliver our Services with Organization Vision, Mission, Values.

• Who we are and How we behave (React or Respond)?
• 10 Steps to become the CDAC Ambassadors of Customer Service.

Upgrading our Customer Service towards Customer Experiences.

• What is Customer Service and What is Customer Experiences?
• What extras to be provided to provide Customer Experiences?
• Going the extra-mile without compromising our values and beliefs.

Wrapping Up

• Summary
• Q&A
• Action Planning
• Evaluation

Who should attend

This workshop is suitable for both entry-level and experienced administrative professionals who wish to upgrade their service quality skills, improve their efficiency, and contribute more effectively to their organizations. Regardless of the industry or sector, the workshop's content and techniques can be applied universally to enhance administrative support services.

Profile of David Ong

David has more than 30 years of Managing, Developing and Training Human Capital both local and regional countries.

His vast training experiences and travels make him a close Business Consultant with numerous corporations, partnering with them in their Organization Development in areas related to Values and Culture, Training Needs Analysis, Training Evaluation and Leadership Competency Model.

His niche areas are delivering Leadership Competency Related Programs; ie, Project Management, Change Management, Decision Making, Problem Solving, Creativity, Innovation, Negotiations, Diversity Management, Corporate Culture, Mindfulness, Team Enhancement, Communication, People Skills, Coaching and Human Behavioral Science(Psychology/Sociology).

His professional training development includes PDTD from STADA/Singapore, Training Design from Wagga Wagga/Australia and Training Methodologies from Canada.

He is also the Master Trainer with a few recognized institutions in conducting Train The Trainer programs in Training Delivery, Training Methodology, Training Design, OJT Structuring, Test Constructions and Presentation Skills.

His passion in Human Behavioral Science has seen him further study in the fields of Education-Adult Learning and Psychology-Behaviors.
He is also certified in numerous profiling tools namely;
- Whole Brain Thinking HBDI level 1, 2 and 3.
- TetraMap in Leadership profiling.
- The US FBI "Art of Profiling" and others.
- Global US Sandler Sales Master Trainer.
- Handwriting Analysis
- DISC
- MBTI
- NLP Practitioner
- Practitioner of Mindfulness

He also received the Singapore President Efficiency Medal.