This course aims to provide participants with the knowledge and understanding in Customer Relationship Management and new perspectives on customer service, equipping them with new techniques and methods in customer service delivery. With these customer service skillsets, participants will be able to increase customer satisfaction, strengthen relationship building with the customers, and to achieve service excellence.

Trainer Profile:

Lau Tong Yen, Senior Lecturer

Tong Yen graduated from University of Wollongong, Australia with a Master in Internet Technology. She also holds a Bachelor of Business Studies from Nanyang Technological University. Tong Yen has more than 10 years of experience in market research, analysing the dynamics in the IT industry ranging from competitive analysis, customer analytics and provide advice on go-to-market strategies.