Continuum Learning Pte Ltd



	Book Publication II S.E.R.V.E. Our second book S.E.R.V.E. - Empower Yourself, Empower Others and Make a Difference is launched! It provides the engagement to the "mind and heart" aspects of driving empowerment for service excellence. What will enable you to make decisions in your areas of responsibilities and demonstrating commitment and accountability for the desired results; and what is holding you back from doing so? The shared experiences by the characters at their work engagements and the revealing questions at the "Let's Think About It" sections provide readers reflective points to pause and explore "What?", "What Else?", "So What?" and "Now What?". This book is an orchestrated approach to inspire readers and bridge the pathway to be empowered for a healthy service culture. Do drop us a mail at beeleng@continuumlearning.com for purchase of S.E.R.V.E. Thank you for your support.

	St Luke' Hospital 2023 - 2019 Service Excellence with Emphasis on Communication Engaging the hearts and minds of the service professionals in the hospital through an experiential learning where the 500 participants acquire the service micro-skills through a variety of learning and practice exercises of work scenarios. In this workshop, the service professionals find stronger confidence in the practices of learning content into work context that co-create solutions for their patients and next-of-kins.

	St Luke' Eldercare 2023 - 2019 Unlocking Your Customer Service Self-Efficacy Customer Service Self-Efficacy service training to expand the service mindset and micro-skills for the 23 eldercare centres and nursing home service professionals (centre managers, project managers, supervisors, physiotherapists, occupational therapists, admin and care staff) islandwide.

	Oversea-Chinese Banking Corporation Limited 2023 - 2016 Empowering Self and Others To S.E.R.V.E. Building your GRIT through tackling service challenges, and thinking strategically about how to pursue service goals in the effective ways through S.E.R.V.E. (Significance, Efficacy, Relationship, Variation, Extra Mile). S.E.R.V.E. is an orchestrated approach to empower service professionals to be their best self to serve with joy.

	National Heart Centre 2023 - 2012 Service Distinction I This service program engages the hearts and minds of the service professionals from the wards, specialist outpatient clinics, ICU, cardiac labs, clinical research, cardiac catherisation lab, coronary care unit, cardiovascular rehabilitation, nursing specialty care unit, nuclear cardiology, physiotherapy, pharmacy, casemix, medical record office, medical social service, nursing development unit, support services, operations, business office, HR and corporate communications.

	Roche Diagnostics Asia Pacific Pte Ltd 2023 - 2020 Customer-Centricity Training - Asia Pacific Customer-centricity training and facilitating dialogue with service and application managers from Australia, China, Hong Kong, India, Japan, Korea, Malaysia, Pakistan, Philippines, Singapore and Taiwan. These service professionals explore the shift from “good to great” in their customer experiences with cross-functional groups in the region, affiliates and customers from the hospitals and diagnostic laboratories. We build a collective body of knowledge of “what works and what’s else?”

	Mitsubishi Electric Asia Pte Ltd 2023 - 2022 Customer-Centricity and Service Behaviours Robust service micro-skills to equip and empower professionals to be relevant, accessible and flexible to deliver a seamless customer experience. The course is application-based. The 300 participants from different functional teams (factory automation and industrial division, living environment, asia purchasing centre, semi-conductor and device, public utility and solutions) acquire the service behaviours through a variety of learning exercises of work scenarios. The professionals will find stronger confidence in the practices of customer-centricity content into work context that co-create solutions for their customers.

	DBS Bank 2021 - 2020 Driving Service Empathy From Data Driven Insights 95 workshops for 2070 staff from branches, wealth management , contact centre operations and product management to explore empathy for consistently high performance. By being more emotionally intelligent, the banking professionals will more accurately recognize emotions in themselves and others. This data will help them make effective choices and craft effective solutions to the “work puzzles” they face .

	Singapore Management University - Institute of Service Excellence 2021 - 2020 Empathy at Work - Building an Empathic Service Culture Communicating with empathy is the facilitative condition for developing trusting and respectful relationships. This requires empathy which will enable you to see things from their perspective and read a wide range of emotional signals while listening to them, and showing a genuine interest in their needs and expectations. Work places that prioritise these competencies and dispositions will achieve high performance levels among staff and enhanced customer satisfaction. Empathy - DNA for Service Excellence Empathy shows that we care by acknowledging the customer’s right to have feelings. Professionals who are empathetic, happy and who perceive the best in situations, combined with low levels of anger and negativity, consistently obtain the highest performance levels. It is hence important for service industry professionals to acquire the right competencies and dispositions to influence customer engagement, build trust and develop high value relationships with their stakeholders.

	Jardine Cycle & Carriage Limited 2020 - 2018 Superior Service Behaviours Superior service micro-skills provide robust micro-skills to equip and empower professionals to be relevant, accessible and flexible to deliver a seamless customer experience. The course is application-based and the participants acquire the service micro-skills through a variety of learning and practice exercises of work scenarios to exhibit the customer-centric behaviours. In this workshop, professionals will find stronger confidence in the practices of learning content into work context that co-create solutions for their customers. Conversational Coaching For Service Excellence This workshop is specially designed for supervisors and service leaders who want to coach with authenticity and purpose in service excellence. It covers a paradigm shift of mindset as service leaders and three core coaching tools, (i) The Art of Reflection, (ii) The Art of Asking Powerful Questions and (iii) The Art of Listening with Intuition. The purpose is to equip the supervisors with coaching skills and techniques to support the service transformation initiatives to 'grow' your service personnel with a passion in service. The key is sustainable performance in the service staff.

	National University of Singapore 2019 S.E.R.V.E. To Empower Self and Others S.E.R.V.E. (Significance, Efficacy, Relationships, Variation, Extra Mile) provides the engagement to the "mind and heart" aspects of delivering a great customer experience for self, team and the customers. It provides the increased shared responsibilities and commitment to engage our customers and colleagues. To empower self, participants are invited to start on this self-discovery journey on finding the Significance of your service work and building the sense of Efficacy to perform the service roles with confidence. To empower others, participants are encouraged to the development of Relationships that create the circle of trust and being the influencer in the Variation of the service chain. Service professionals are empowered to make a difference by doing the Extra Mile to explore new ideas with openness.

	Hospitality Training and Facilitation - Community Projects 2022 - 2005 Methodist Church of Singapore [Aldersgate, Christ, Fairfield, Faith, Toa Payoh, Trinity and Wesley Church] OMF International, Our Daily Bread Ministries, New Creation Church and Lighthouse Evangelism Ushers, greeters, befrienders and volunteers will find stronger confidence in the many active learning engagements that build passion and self-motivation to serve with a thankful and cheerful heart. Facilitation engagement ~~~ Dialogue is an in-depth conversation into the assumptions that structure and interpret our experiences. Dialogue is a sustained inquiry held in an environment of mutual respect. This workshop offers the communication to work through challenging concerns and issues in ways that bring shared understanding. It builds trust, strengthens relationships, and draws out the best thinking as well as new level of cooperation.

	Citigroup 2019 - 2009 S.E.R.V.E. To Empower Self and Others S.E.R.V.E. (Significance, Efficacy, Relationships, Variation, Extra Mile) provides the engagement to the "mind and heart" aspects of delivering a great customer experience for self, team and the customers. It provides the increased shared responsibilities and commitment to engage our customers and colleagues. Our professional and personal development in delivering service excellence can be a creative, invigorating and satisfying experience. S.E.R.V.E. is an orchestrated approach to empower professionals to be their best self to serve with joy. Superior Service Microskills - Service Language C.R.M. This program provides pragmatic and easy-to-use behavioural modification techniques to equip service professionals (relationship officers, client development officers, sales officers, service officers, portfolio advisors, quality analyst, business development analysts, collector analyst, IT business unit managers, IT project group managers and HR generalists) to handle their client interactions effectively.

	Employment and Employability Institute (e2i) 2019 - 2006 Employability Coaches and Industry Support Teams - At Your Service A structured series of experiential activities and reflections in the self-efficacy framework to enable service professionals to discover and pursue the joy in client engagements, thereby transforming their mindset to “Do Good, Do Well, Do Together and Do More”.

	Bhutan Air Transport 2018 - 2017 Winning Through Superior Service Continuum Learning was invited by the Bhutan Air Transport --- DrukAir, Bhutan Duty Free Ltd, Customs, Immigration and Airport Health to provide service excellence training for its professionals working at the airport. The country’s leaders recognise the importance of having a positive moment of truth at the different airport touchpoints.

	Solvay Speciality Chemicals 2018 - 2014 Emotional Intelligence for Service Excellence EQ competencies --- a set of practical skills of self-awareness, consequential thinking, resilience and empathy to manage yourself and your external and internal clients. Customer-Centricity - Superior Service Microskills Service mircoskills with the global shared service teams (Shanghai, Mumbai, Bangkok and Singapore) : Finance - AP, AR, GL, Reports and HR.

	International Association of Facilitators (IAF) Asia Conference - Korea 2017 Connect People and Thinking for Shared Values The Creative Facilitator - Effects of Self-Efficacy in Action 1. The Key to Quality Facilitation - Increasing Your Self-Efficacy 2. Assessment of Personal Resources - You Can 3. Assessment of Situational Resources - We Can 4. Analysis of Facilitation Experiences - Be Empowered 5. Analysis of Value Tasks - Add Value

	Social Service Institute --- Service Excellence Training For NPOs and VWOs 2017 - 2009 W.O.W. Service! - Serving Social Service and NPO Clients Effectively Handling Difficult Social Service and NPO Clients Agency for Integrated Care, Autism Association, AWWA, Bethesda Care and Counselling Services Centre. Family Service Centre (Care Corner, Sembawang, Whispering Hearts), Fei Yue Community Services, Institute of Mental Health, Ling Kwang Home For Senior Citizens, Lions Befrienders Service Association, MINDS, Mendaki, Morning Star Community Services, MINDS, National Volunteer & Philanthropy Centre, Ren Ci Hospital, SATA CommHealth, Salvation Army, Silver Ribbon, YMCA and YWCA. Community of Practice (CoP) - Service Excellence for the VWOs and NPOs The CoP is a self-governed group of service professionals, who have a common interest together to (i) share information and experiences (ii) share passion and challenges and (iii) interact, learn and support each other.

	Singapore Institute of Management (SIM) 2015 Awarded SIM Professional Development's Top 10 Trainers Awarded SIM Professional Development's Most Popular Trainer Shortlisted trainers are based on key metrics such as evaluation ratings for the year . "Dr Seow Bee Leng makes service excellence training practical, interactive and personalized by addressing the attention, relevance, confidence and satisfaction of the learners. Her interests are in equipping and enabling service "professionals to enjoy service delivery, value-add and create meaningful connections with their clients."

	JurongHealth 2016 - 2011 EQ Way to Customer Care - The Heart of Service Excellence As doctors, pharmacists, medical technologists, radiographers, physiotherapists, nurses, medical records officers, clinical researchers, patient service associates, executives and managers "read" themselves, they become catalysts for influencing their clients for positive outcomes. This program provides practical tools and skills to enhance service professionals' EQ competencies to serve happily and effectively.

	AIG Asia Pacific Insurance Pte Ltd 2015 - 2012 Emotional Intelligence @ Service (Inbound and Outbound Calls) To provide a practical way to learn and practice emotional intelligence, Six Seconds Model of EQ-in-Action begins with a practical three step process: (1) Increase awareness - notice your feelings and reactions in client interactions. (2) Increase choice - consider options to add value. (3) Increase purpose - pay attention to what is truly important and be client-centric.

	SCIEX 2015 EQ Way of Customer Service Emotional Intelligence (EQ) is the service professionals� capacity to understand and control their own emotions, and recognize and manage those of their clients at work. Service engineers from Singapore, Australia, America, China (Shanghai, Beijing, GuangZhou), Japan and Korea are empowered and equipped to harness emotions to create optimal results in challenging service context.

	Estee Lauder 2015 - 2014, 2010 - 2009 Asia Pacific Service Excellence Workshop (Learning Managers' Conference) EQ Way to Customer Service - The Heart of Service Excellence (Counter Managers) Continuum Learning is one of the sponsors for Estee Lauder's launch of 2010 Breast Cancer Awareness Campaign "Connect. Communicate. Conquer. Prevent Breast Cancer One Woman At A Time. The Pink Ribbon. Wear It. Share It." In support of The Breast Cancer Awareness Campaign.

	Esplanade 2014 - 2005 Conversational Coaching for Service Excellence Conversational coaching covers a paradigm shift of mindset as service leaders and core service coaching tools - (1) The Art of Reflection, (2) The Art of Asking Powerful Questions and (3) The Art of Listening with Intuition using The G.R.O.W. Model. The purpose is to equip the service leaders with coaching techniques to support the service transformation initiatives to "grow" their service professionals. Esplanade Experience II Service professionals explore ways to manage the client's perception and his quality of experience.

	Louis Vuitton Asia Pacific - Call Centre 2013 Expand Your Service Mindset Through Your Self-Efficacy A structured series of experiential activities and reflections in the Customer Service Self-Efficacy framework to enable service professionals to discover their strengths and client-centric mindset.

	Book To Serve With Love 2012 The book 'To Serve With Love' invites service professionals to rediscover their roles as their organisations' brand ambassadors through thought-provoking questions. By sharing insights on bettering services, the author reminds service professionals that the seemingly ordinary tasks can be performed extraordinarily well. Breaking away from the conventional 101s of customer service, the author encourages service professionals to first and foremost serve clients with love. In doing so, service professionals will learn in this journey of service continuum that it is by giving, will they receive. Book Reviews - Recasting Customer Service Mindsets

	Challenge - Approaching the Public Service Differently 2011 How To Get The Best Out of Your Service Staff Article published in Challenge (Sep/Oct 2011), publication by PS21 Office, Public Service Division : "Service Excellence -- The secret lies in your Service Staff"

	Cartier (China) Retail and Wholesale Conference 2011 Customer Service Self-Efficacy This seminar aims to enable the service professionals to bring the mind, heart and soul to their daily service activities through their Customer Service Self-Efficacy.

	MBA Essentials for Engineers 2011 - 2010 Service Clues For Service Productivity This program provides easy-to-use techniques to enable the engineers to discover and manage service clues to achieve superior service.

	Ministry of Education 2011 -2010 Customer Service Self-Efficacy Seminar for service professionals of Education Programmes Division - Gifted Education and Pre-School Education. Service Begins With Me - The Heart of Service Excellence Service Commitment : "We are your key partner in Education. We serve with professionalism and care. We work together as a team to Make It Happen."

	Far East Organization 2010 Developing Teamwork For Service Excellence An emphasis on teamwork for service excellence is a major way to achieve service excellence and a "worth-place" environment i.e. a place where organizational success and personal satisfaction are achieved. This effectiveness is obtained through the instructional structuring of theme-based experiential activities and challenges that lead teams from their existing to the desired state of service quality.

	Dhiraagu (Maldives) 2010 - 2009 Achieving Customer Excellence Achieving Customer Excellence (A.C.E.) service training is a competency-based program which provides practical service microskills to enable service professionals in the telco industry to achieve service excellence.

	ComCare Call Centre 2008 Service Excellence Training This program of effective telephone handling service microskills equip service professionals with techniques to sharpen their vocal and verbal skills to be a better communicator at work.

	Singapore Airlines 2012 - 2007 SIA Cabin Crew Trainers' Conference Explore, Excite, Excel - Instilling A Passion for Training Developing Teamwork For Service Excellence The main objective of the program is to instill in the cross-cultural teams the importance of "Together Everyone Achieves More" for service excellence.