What are your areas of training and why did you choose this specialty?

I focus on customer service and emotional intelligence (EQ) training. My passion is in equipping and enabling service employees to enjoy service delivery, value-add and create meaningful connections with their external and internal customers.

What makes your training unique?

I make customer service and EQ training fun, interactive, personalized and practical by addressing the attention, relevance, confidence and satisfaction of the adult learners. My workshop synthesizes the relevant academic content and practical applications of service delivery. It is conducted in a participative learning environment.

How much does a session cost?

My professional fee for a day workshop is S$3,000 – S$5,000.

How will your training benefit your participants?

I educate my participants into embracing, absorbing and celebrating the positive message of customer service. They go back to their workplace knowing they can make a difference in their service delivery to their external and internal customers. They are also equipped with the latest knowledge in customer service through my doctorate research in service quality self-efficacy, emotional labour, service microskills and service clues.

What companies have you worked with?

I have worked with Citibank Singapore, Far East Organization and Info-communications Development Authority.

How long have you been a trainer for?

I have accumulated over 10 years of experience in the field of learning and performance.

What was your profession before you started as a trainer?

I was a consultant with Accenture (Business Consulting). In my previous appointment with Singapore Airlines (SIA), I was responsible for developing a team of trainers committed to SIA Cabin Crew Training Vision of developing service professionals of distinction within a learning culture.

What made you decide to be a trainer?

I decide to be a trainer because I find purpose in training. Training is about serving our participants, equipping the service personnel and making them successful - to be the best they can be. Training is a shared responsibility where we empower our participants with the required competencies, shape attitudes and effect behavioural changes. Training nurtures the ‘can do’ and ‘will do’ mindset that is capable of ‘bettering the best’.

What school did you graduate from?

I graduated with a Master of Business Administration with Dean’s Honor List for Outstanding Achievements, Nanyang Business School - Nanyang Technological University. I have also obtained a Master of Business Research with the University of Western Australia and I am currently pursuing my Doctorate in Customer Service Research.

How can people contact you?

You can email to beeleng@continuumlearning.com or call me at 9199 5556.