Centre For Marketing Excellence presents to you :

Empathy Inside-Out: The Secret to Service Excellence

SYNOPSIS

Want to know a secret? If we want memorable customer service, we need to first tend to the heart that serves. In this webinar, we take a peek at what this means.

Empathy is a game-changer, especially in an increasingly digital world where the human touch is vital. Research by the Institute of Service Excellence (at SMU) has highlighted the rising importance of empathy as a critical driver for customer satisfaction and loyalty over the past few years.

And for this empathy to reach the customer, employees and leaders need to be well. In this webinar, we focus on the link between wellbeing and empathy, and help you become more empowered to drive service excellence.

What You Get

• The critical link between wellbeing, empathy and service excellence
• Wellbeing report based on a wellbeing survey you do before the webinar
• Guidance on understanding the wellbeing framework and your report
• A full colour digital poster on wellbeing with concrete practices
• Actionable tips linking wellbeing and service excellence 
   

Vadivu Govind
Founding Director
Human Unlimited Pte. Ltd. 

Ever wondered about customers who write compliment letters for customer service staff? Vadivu is one of them. She believes memorable service from a warm and joyful heart is currently a rare luxury, which she wants to see transformed into a pervasive occurrence. She is very appreciative of those who embody it.

Vadivu and her team at Human Unlimited strengthen social, psychological and emotional capital in organisations for sustainable, high performance. They do this through consulting, corporate training and coaching. They work on topics such as inspirational leadership development, emotional intelligence, workplace happiness and wellbeing, and resilience. These lead to positive, inclusive cultures in which people thrive.

Vadivu was co-author (with Hilary Lee) of “Empathy: Game-changing the Asian Workplace”, the Winning Paper (Asia Pacific) in the “Human Aspects of the Future of Work” Research Paper Competition (2019). In 2018, she was awarded the Innovation Fellowship by the Royal Commonwealth Society of Singapore.

She received her Master of Public Administration degree from Columbia University (New York City) and holds various certifications such as Science of Happiness at Workä, Strengths Profile and Appreciation at Workä. She is currently enrolled in the Certificate programme on Creating Wellbeing.

She will be accompanied by her colleague, Daphne Yuan, a former civil servant who has expertise in wellbeing, both at the physical space and personal levels. She is completing her Certificate in Creating Wellbeing through The Wellbeing Lab.

*The timings in SGT

Please register online here.

A zoom link will be sent to all successful registrations.  For enquiries, please contact us at cme@smu.edu.sg.