Principal Trainer

Dr Seow Bee Leng with more than 15 years of training experience, has trained more than 12,000 service professionals for the private, public and social service sector organisations. She develops professionals' potential in the areas of service competencies - customer service mindset (self-efficacy), EQ @ service, service values, customer engagements and service micro-skills. Dr Seow presents this in a powerful visual form to create awareness, enhance learning, and set up a sustainable framework for applying the learning on a daily basis. She runs her training practice under Continuum Learning Pte Ltd . Dr Seow empowers the adult learners to maximize learning by making it relevant. They go back to their workplace knowing they can make a difference.
 

Professional Qualifications and Accreditation :

Dr Seow's warm personality has endeared her to many customers who engage her in their conferences and workshops. With warmth and authenticity, she translates leading-edge science into practical and applicable terms that improve the quality of customer relationships to unlock enduring success. Dr Seow is awarded SIM Professional Development's Top 10 Most Effective Trainer and Most Popular Trainer:

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Doctor of Philosophy (PhD), The University of Western Australia
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Master of Business Research (MBR), The University of Western Australia
-- Master of Business Administration (MBA), Dean's Honor List - Nanyang Business School : NTU
-- Certified Professional Facilitator (CPF), International Association of Facilitators (IAF)
-- Professional Diploma in Training and Development, Singapore Training and Development Association
-- Advanced Certificate in Training and Assessment, Singapore Workforce Skills Qualifications
-- Excellent Service Award (EXSA) Trainer, Spring Singapore
-- EQ Advanced Trainer Certification, Six Seconds (USA)
-- Certified Relationship Awareness Facilitator for Strength Deployment Inventory, Personal Strengths
-- Certified Facilitator for Portraits of Personal Strength, Personal Strengths (USA)
-- Professional Certified Consultant for Stress Management, The Institute of Motivational Living (USA)
-- Certified DISC Behavioural and Keys Career Consultant, The Institute of Motivational Living (USA)
-- Advanced Transactional Analysis, Institute of Transactional Analysis
-- Coach Trainer, Lifeforming Leadership Coaching (USA)
-- Action Learning Coach, World Institute for Action Learning

 

Business Experience :

In her previous appointment with Singapore Airlines (SIA), Dr Seow was was involved in the full spectrum of training and development initiatives that supported SIA Cabin Crew Training Vision of developing service professionals of distinction within a learning culture. She also implemented a systematic approach to measure training impact to maintain SIA's standards of service leadership.

 
Dr Seow has high level consulting skills as a Consultant with Accenture (Business Consulting). She had deep experience working with multi-cultural groups and championing knowledge transfer programs so that they could continuously improve their learning solutions to support business goals. As part of her continued social contributions, she is an active volunteer and facilitator for the community conversations : MediShield Life, CPF, Pre-budgets and Committee On The Future Economy, International Association of Facilitators (IAF) and the Community of Practice (CoP) for the non-profit organisations . This wealth of experience enables her to share rich ideas and experiences with the service professionals during her workshops which are interactive and impactful.
 
Publications :

Dr Seow holds a Doctor of Philosophy (PhD) of The University of Western Australia. Her PhD Thesis is titled "The Antecedents and Consequences of Service Employees' Customer Service Self-Efficacy - An Empirical Study". Her customer service research publications include the Annual Conference of American Marketing Association (Chicago), Academy of Marketing Conference (Liverpool) and Journal of Product and Brand Management. Additionally, Dr Seow writes extensively for the SIM Today's Manager, Human Resources, Challenge - PS21 Public Service, The Straits Times and other publications. She is the author of two books - To Serve With Love and S.E.R.V.E.
 
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