People development is an integral part of SLS. We value the individuals and know the importance of our commitment towards constant improvement and development. Since 2003, SLS Bearings has been certified with Singapore People Developer Standard, a recognition to organizations that invest in their people in training and development.
As a part of our people development program, SLS hosted a three session in-house service excellence workshop on 24, 29 and 30 June respectively. Facilitated by HR Senior Officer, Ms. Jue Shuang Koh, the workshop was held with the aim to further enhance customer service skills and deliver a better customer experience, as well as learning the different methods on how to manage customers expectations and go the extra mile in providing excellent service to them.
Introduction by Ms Kris Ong
In order to have a more effective discourse and promote small group interaction and engagement, each session was attended by no more than 25 staffs. The workshop started with an introduction by our HR manager, Ms Kris Ong, accompanied by fellow mentors: Ms. April Lau, Sales Manager; Ms. Joyce Lee, Customer Service Manager (RC department) and Ms. Annie Kok, our model customer service officer, all of whom have many years of experience in customer service. It was then followed by a presentation delivered by Ms. Sabrina Quek from SLS' Brand department, where she talked about the importance of great customer service, the essential skills to provide positive customer experience and the ways to communicate effectively with customers via different communication channels such as face to face, telephone and e-mail in a professional setting.
Presentation by Ms. Sabrina Quek
The next segment of the class consisted of fun training activities such as role play where participants acted in particular scenarios to help them prepare for unfamiliar or difficult situations and build up experience in handling situation in real life; and a game called Right Way Wrong Way where staffs had to successfully identify and distinguish between good and bad customer service. Throughout the training exercises, all attendees were very engaged and many came up with creative and effective solutions to resolve customers problem.
Group Discussion
The workshop ended with a sharing session where participants and mentors discussed about their experiences in dealing with customers of all types. The session allowed everyone to see problems or situations from different perspectives and resulted in gaining a deeper insight in understanding customers behavior and needs. Furthermore, it has also enhanced problem solving skills and communication between staff members.
The three session workshop has been a fruitful one, as participants took away what they learned and now apply their new skills and knowledge in giving the best customer experience. SLS will continue to conduct more training and workshops in the near future to help employees in their professional development and also personal growth.
