Unlock the Psychology of Service Excellence

In a highly competitive retail environment, great service can make or break a business. And great service do not happen by chance but by putting in place plans and initiatives to ensure that the organisation continues to meet and exceed consumer’s ever-increasing expectations.

  • Understanding Emotional Triggers & its impact on Svc Excellence Behavior
  • Understanding the Science of Consumer Behavior
  • Managing Personal Emotional Triggers
  • Managing Customer’s Emotional Triggers
Course Outline
  • Being Positively-Emo and Negatively-Emo
  • Emotion’s Impact on Service Excellence
  • Essential Consumer Economics
  • “Consumer Anthropology”: The Schema of the Consumer
  • X, Y and Z customers
  • Recognizing Emotional Triggers
  • Taking control of your Emotional processes
  • Taking control of the Customer’s Emotional processes
Who Should Attend:

Professionals in the Service Industry who want to be more aware of their own emotions as well as managing the customers’.

Course Duration

2 days, 10am to 5.30pm / 15 hours

Learning Materials

Hand-outs and recommended text

Certificate of Attendance

A certificate of attendance will be issued to participants who have attended and completed the programme.

Contact us today

Call Us on: +65 6580 7700

Fax Us on: +65 6438 2478

Email Us

Visit Us

Opening Hours @ Springleaf Tower
3 Anson Road, Springleaf Tower, #06-01
Singapore 079909

Monday–Friday: 9am–9pm
Saturday: 9am–1pm
Sunday and PH: Closed

Request more info