Today's customers expect fast, seamless, and personalised service whether they contact an organisation in person, by phone, email, live chat, social media, or messaging platforms. Frontline professionals must be equipped to manage customer conflict consistently across multiple channels while leveraging AI tools to improve communication, response quality, and service recovery.

This practical workshop equips participants with the skills to confidently manage difficult customer situations, resolve complaints professionally, and use AI responsibly to deliver consistent, customer-centric experiences across omnichannel touchpoints.

Objective

By the end of the programme, participants will be able to:

• Identify the causes of customer conflict.
• Communicate with empathy across multiple channels.
• De-escalate difficult customer situations confidently.
• Resolve complaints using a structured framework.
• Apply service recovery techniques to rebuild trust.
• Use AI tools to improve customer communication and productivity.
• Deliver consistent customer experiences across omnichannel platforms.

Outline

Module 1: Understand Customer Expectations

Build a Customer-Centric Mindset

• Understand customer expectations
• Recognise conflict triggers
• Identify customer emotions
• Manage personal responses

Activity
Customer Journey Mapping

Module 2: Communicate with Confidence

Connect Through Every Conversation

• Active listening
• Empathy and rapport
• Clear communication
• Channel-appropriate communication (Face-to-face, Phone, Email, Chat)

Activity
Omnichannel Communication Challenge

Module 3: Resolve Conflict Effectively

Turn Difficult Conversations into Positive Outcomes

• De-escalation techniques
• Complaint resolution framework
• Managing difficult behaviours
• Service recovery conversations

Activity
Customer Conflict Role Plays

Module 4: AI & Omnichannel Service Excellence

Deliver Faster, Smarter and More Consistent Customer Experiences

• Using AI to draft professional responses
• AI-assisted empathy and tone improvement
• Maintaining consistency across channels
• Knowing when AI supports and when humans lead
• Best practices for omnichannel customer service

Activity
AI Prompt Challenge: Rewrite and improve customer responses using AI.

Key Skills Developed

• Customer Conflict Resolution
• Emotional Intelligence
• Omnichannel Communication
• Active Listening
• AI-Assisted Customer Service
• Service Recovery
• Problem Solving
• Professional Communication
• Customer Experience (CX)
• Digital Customer Engagement

The X-Factor

AI + Omnichannel Customer Experience
Participants will learn how to use AI tools such as ChatGPT or Microsoft Copilot to:

• Draft empathetic responses
• Rewrite difficult emails
• Improve tone and professionalism
• Generate customer service scripts
• Summarise customer interactions
• Recommend suitable responses
• Save time while maintaining a human touch

They will also learn how to deliver a seamless customer experience across:

• Face-to-face interactions
• Telephone
• Email
• Live Chat
• WhatsApp
• Social Media
• CRM platforms

Santhanaram Jayaram's Profile

Santhanaram Jayaram has more than 28 years of experience in both the private and public sector including Financial Services - Retail and Learning and Development. Qualified for the Million Dollar Round Table in 2005, 2006 & 2007. Author of Ram up your Laughter. Appeared on National TV, Radio, Print. Current Board of Director for a Credit Co- operative with over 43,500 members (Telecoms Credit Co-operative) and Director of Security companies - Security Masters and Secure Guard.

With his versatility, engaging presence and diverse industry experience in hosting, facilitating and relating to a diverse group ranging from the PMETs to the C-suite, such as Lee Kuan Yew's School of Public Policy’s Senior Management Program, Regional Agency Workshop QBE Insurance, Regional Symposiums Strategic Project Management: Greater Business Results in Uncertain economy, Project of the Year Award by Project Management Institute Singapore, Ram has also appeared in Print, Radio ,National TV and on Netflix.

Besides personalising and customizing trainings to multi-national corporations, universities, and private associations, he also specialises in helping top level executives to improve their operational efficiencies; relate better thru communication skills, pioneer creativity thru design thinking skills, become better leaders thru leadership and people management, deliver greater service excellence and move up the next level thru career coaching.

Ram’s Qualifications: 

• Master of Business Administration (Oklahoma City University)
• Bachelor of Science (Hons) (University of Bradford)
• Master NLP Practicioner (American Board of Neuro-Linguistic Psychology)
• WSQ Advance Certification in Training and Assessment (ACTA), Workforce Singapore
• Certified in Train-the-Trainer Certification Program - Bringing Out the Best in Yourself at Work
• Certified in IDENTI3 Level 2 Accreditation
• Certified in Belbin Team Role Accreditation
• Certified Practitioner and Trainer in FIRO-B® and FIRO-Business® Instruments (CPP Asia Pacific)
• Certified Practitioner and Trainer in Enneagram Spectrum of Personality Styles

Selected Client Organizations:

• Daimler Financial Services
• Marina Bay Sands
• Resort World Sentosa
• Starbucks
• Singapore Airlines
• Mcdonald’s
• Port of Singapore Authority
• SMRT
• UOB Bank
• UBS Bank