learning that lasts

  Programs marked by an asterisk (*) are also available as Public Workshops.

1. The Customer Matters *

Skill Standard: Establish Relationships for Customer Confidence 

Who is This Program For? Frontline Service Professionals 

Duration: 2 Days

Description: In this workshop, participants will take a deep dive into the hearts and minds of their customers, learn to build customer confidence using rapport building skills as well as product knowledge. Learners will also practice the techniques to gain loyalty by recovering challenging situations and delighting their customers. 

2. UP! Your Service: Increasing Customer Loyalty *

Skill Standard: Establish Relationships for Customer Confidence 

Who is This Program For? Supervisors, Team Leaders, Managers 

Duration: 2 Days

Description: Participants will learn how to convert customers into loyal ambassadors, bounce back with service recovery, take care of angry customers, handle difficult service situations and manage customer expectations. This workshop is useful for everyone who serves external customers or internal service partners. 

3. Certified Service Professional *

Skill Standard: Provide Go-the-Extra-Mile Service, Project a Positive & Professional Image and Respond to Service Challenges  

Who is This Program For? Service Professionals working in service-related functions 

Duration: 3 Days – Blended Learning or 4 Days – Classroom

Description: Capelle Academy is privileged to have been appointed by the Singapore Workforce Development Agency to be the developer of the new Certified Service Professional Program (CSP). This program sets the new service baseline at providing Go-the-Extra-Mile Service, in recognition of the dynamic service environment and rising customer expectations.  

4. Winning Service *

Skill Standard: Provide Go-the-Extra-Mile Service and Project a Positive & Professional Image 

Who is This Program For? Frontline Customer Service Professionals 

Duration: 2 Days

Description: This workshop focuses on the importance of having the right service mindset and how exceptional service benefits service providers and the organizations. Participants will learn how to groom for success, build confidence in serving their customers, apply effective communication techniques and understand the types of service behaviors that make an exceptional difference to the customer. 

5. From Moments to Memories *

Skill Standard: Respond to Service Challenges 

Who is This Program For? Frontline Operations Professionals 

Duration: 1 Day or 2 Days

Description: Winning service requires an understanding of the needs of diverse customers. Customer service professionals can attune themselves to these differences in order to provide memorable service that brings customers back. This workshop teaches the principles for dealing with moments of service challenge and turning them around to create exceptional service that customers appreciate. 

6. UP! Your Service: Achieving Superior Service *

Skill Standard: Provide Go-the-Extra-Mile Service and Project a Positive and Professional Image 

Who is This Program For? Operations, Frontline Professionals, Supervisors, Team Leaders 

Duration: 2 Days

Description: This workshop teaches fundamental service principles to raise service levels and improve the customer experience at every point of contact. Participants learn a common service language and apply proven techniques to quickly solve service problems and boost service performance.