In today’s fast-growing co-working landscape, service excellence is no longer defined by transactional efficiency alone.

Modern clients—entrepreneurs, freelancers, corporate teams, and hybrid workers—seek an environment that is not just functional, but emotionally engaging, supportive, and intentionally designed to elevate their daily work experience.

“Service by Design: Crafting Par Excellence Interactions for Modern Co-Working Clients” is a premium two-day programme that equips your customer-facing teams, community managers, and service ambassadors with the mindset, emotional intelligence, and practical skills to deliver world-class, human-centred service. Leveraging insights drawn from customer value research and integrating service-dominant logic, emotional experience design, and effective communication, this programme transforms the way participants think, behave, and interact with clients.

The curriculum is designed to help participants anticipate customer needs, manage diverse personalities, create emotionally positive experiences, and handle difficult situations with professionalism and calm. By the end of the programme, your team will be able to deliver service encounters that are intentional, personalised, and memorable—setting your co-working space apart as one that truly operates at par excellence standards.

“Service excellence is not an act. It is a culture we craft—moment by moment, person by person.” – Charlene Teo

Objective

By the end of this two-day programme, participants will be able to:

• Understand the evolving expectations of co-working clients and what defines par excellence service in a shared workspace.
• Apply service-dominant logic to co-create value with customers at every interaction point.
• Strengthen interpersonal communication and empathy to build genuine rapport with members.
• Use emotional intelligence and behavioural awareness to navigate different client personalities.
• Manage difficult customers with confidence, structure, and composure.
• Design customer experiences that are intentional, consistent, and aligned with the brand’s service culture.
• Integrate all learning into a practical action plan for daily operational excellence.

Outline

Day 1: Designing Par Excellence Service in Co-Working Spaces

Module 1: The Essence of Service Excellence in Co-Working
• What “par excellence” truly means in a modern co-working environment.
• Expectations of today’s clientele—speed, emotional assurance, accessibility, and meaningful engagement.
• The 30 Customer Values (MobileMonkey) and their relevance to shared workspace interactions.

Module 2: Service-Dominant Logic (SDL) as a Service Mindset
• Shifting from transactional to experiential service.
• Understanding service as value co-creation.
• Creating emotional resonance through needs-based service delivery.

Module 3: Service by Design – Experience Mapping
• Identifying key touchpoints in the co-working customer journey.
• Translating emotional and functional needs into intentional actions.
• Designing micro-interactions that enhance customer satisfaction and loyalty.

Module 4: Building Your Unique Value as a Service Ambassador
• Personal strengths and behavioural influence.
• Positive language patterns that shape customer perception.
• Creating a professional and approachable service presence.

Day 2: Handling Difficult Customers and Integrating Excellence

Module 5: Understanding and Managing Difficult Client Behaviours
• The psychology behind difficult behaviour.
• Emotional escalation and unmet needs.
• Common difficult customer profiles in co-working spaces.

Module 6: Techniques for De-escalation and Professional Communication
• Verbal and non-verbal strategies for calming tense situations.
• Assertive yet respectful communication.
• Maintaining emotional composure under pressure.

Module 7: Integrating All Aspects for Par Excellence Service Delivery
• Bringing together mindset, behaviour, experience design, and conflict management.
• How to maintain consistency across the whole co-working team.
• Preventing service lapses through anticipation and early intervention.

Module 8: Personal & Team Action Planning
• 30-day behaviour and service improvement plan.
• Reflection, accountability, and peer support.
• Sustaining a culture of par excellence service.

Charlene Teo's Profile

Service Leadership | Neuro-Linguistic Programming | Wine & Coffee Communication | Transactional Analysis | Mindfulness & Psychotherapy | Customer Service

With over 40 years of experience in people-centered industries—including aviation, education, psychotherapy, and corporate training—Charlene Teo brings a rare blend of depth, warmth, and strategic insight to every learning experience she leads.

Charlene is a certified Specialist Adult Educator (IAL) and a certified trainer of Neuro-Linguistic Programming and Hypnotherapy (ABH/ABNLP), whose multi-disciplinary approach integrates behavioral psychology, communication frameworks, and sensory experiences into impactful training programmes. Her background as a former Singapore Airlines Chief Stewardess and In-house Trainer has shaped her global outlook and exceptional ability to engage diverse participants.

Specialisation in Coffee, Wine & Relationship-Building
Charlene's unique training approach includes signature programmes like "Brewing Culture, Shaping Vision," "Coffee Conversations," and "From Barrel to Bond," where she blends the art of beverage appreciation with leadership and relationship-building. Over the past five years, she has taught both WSQ-certified Coffee and Wine Service programmes and curated private sector workshops, as well as developed training content for organisations seeking to integrate sensory learning with professional development.

Her experience spans both preparing and serving specialty coffee to international clientele during her time with Singapore Airlines, and her extensive knowledge of wine has allowed her to design innovative modules that use coffee brewing and wine tasting as a metaphor for self-awareness, presence, and interpersonal communication.

Charlene is passionate about combining her knowledge of coffee and wine with leadership and communication development—helping individuals and teams explore how sensory experiences can deepen emotional intelligence, team cohesion, and authentic connection.

Proven Expertise Across Sectors
Charlene has designed and conducted impactful training for a wide range of organizations such as Singapore Airlines, JP Morgan, PSA, SGH, ST Engineering, IAL, and various ministries, schools, and non-profits. Her specialties include:
- Service Leadership & Emotional Intelligence
- Negotiation Skills & Managing Difficult People
- Multi-Generational Workforce Engagement
- Mindfulness-Based Leadership & TA Integration

As a certified Transactional Analysis Advanced Practitioner and Clinical Supervisor, she delivers psychologically safe, reflective spaces for change to take root.

Training That Transforms
Charlene’s workshops are known for being sensory-rich, thought-provoking, and deeply human. She incorporates experiential learning, guided reflection, and real-world application to help participants connect the dots between their inner world and outer behaviors.

Guided by her life mantra - "Exploring Dreams through Growing Experiences" -Charlene believes that growth begins with awareness, and transformation begins with choice.