Mindfulness in Customer Service

Ensure adaptable, flexible and creative customer service employees through the practice of mindfulness. Improve productivity and customer satisfaction.

Course Code/ID: CRS-N-0050295

According to a new study co-authored by a team of professors at Simon Fraser University’s Beedie School of Business, the practice of mindfulness makes customer service employees more adaptable, flexible and creative at the workplace.

Mindfulness is a practice of focusing on the present moment for an individual in a non-judgmental way and being aware of multiple perspectives. Combine this with an understanding of customer service fundamentals, and the results you will experience at work will include increased productivity levels and customer satisfaction.

After the workshop, you will be able to:

  • differentiate between basic and exceptional customer service
  • identify the benefits of practicing empathy and mindfulness for effective customer service interaction
  • know what it takes to adapt to specific customer behaviour styles
  • connect with your customers with customer care tips and techniques, to deliver a holistic and engaging customer experience
  • experience an increased level of satisfaction and passion in delivering service excellence

Outline

  • Service Basics (Re)Defined
    – Service vs Experience
    – Head & Heart
  • Personality with Passion
    – Identifying strengths and limitations
    – Managing emotions, mind-sets & attitude
  • Attitude with Passion
    – Understand that right attitude matters
    – 3-steps approach to a winning attitude
  • Understanding Mindfulness
    – Know what is mindfulness
    – Impact of mindful practice
  • Inspiring The Customers
    – Impact of effective communication
    – Active listening
    – Building rapport
  • Achieving Customer Satisfaction
    – Meeting & exceeding customers’ expectations

Who should attend?

All levels of employees who have direct interaction with customers and are seeking to identify and develop their professional skills in customer service and customer experience to help grow the business.

Methodology

This programme is delivered through a combination of formal theoretical instructions, interactive exercises with references to real case scenarios, individual and group activities, and role plays.

Trainer

Ms Norzlin Salleh is a certified coach and training consultant specialising in providing learning and integrated solutions to individuals and organisations. She has more than 20 years of extensive experience as a training & development expert, working across Asia Pacific primarily with international organisations, which includes Harley Davidson Motor Company (APAC), Sephora Asia (LVMH), Levi Strauss Asia Pacific, The Body Shop Asia Pacific and Chanel.

The learning & development programmes, which she has curated and designed, cover key topics on Customer Service, Sales, Leadership and Management Development to meet business transformative needs and foster a high-learning culture. She is in fact a strong believer in the pursuit of consistent and exceptional customer service experiences that drive strong sustainability and profitability. Armed with her warm and energetic personality, she is a strong communicator who can engage and inspire individuals and teams to create a unique roadmap for their journey on positive transformation. Her strong interpersonal and communications skills allow her to connect and build rapport easily with the people that she works with.

She graduated from Nanyang Technological University (National Institute of Education) with a Diploma in Education and is a Certified Coach as well as an accredited facilitator for Emotional Intelligence and MBTI Step I and II. She is also a Certified Wellness Facilitator.

Essential Information

Available Dates

  • 6 December 2019 (EB: 14/11/2019)
  • 3 June 2020 (EB: 13/5/2020)
  • 4 August 2020 (EB: 14/7/2020)

Venue

School of Economics & Social Sciences (SMU) or similar