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.
Lilian Ho, Senior Lecturer
Lilian Ho is a public-relations professional with more than 10 years of experience, both in Singapore and overseas. Fluent in multiple languages, she has managed and executed national and international press events, and has also led organization’s media communications strategies across the Asia-Pacific region. Lilian is also well-verse in various service excellence management techniques such as Kaplan’s Scorecard Design, Design Thinking, Customer Journey Mapping and Service-scape management. Lilian holds a Bachelor’s degree in Business and a Master’s degree in Psychology, both from Nanyang Technological University (NTU).