| Event Profile | |
| Class/ Online | Classroom |
| Date | 17 June 2026 |
| Time | 9am to 5pm |
| Venue | Royal Plaza on Scotts 25 Scotts Road Singapore 228220 |
| Fee | 9% GST will apply SGD 600.003 & above: SGD580.00 each For Member SGD 570 3 & above: SGD551 each |
| Note | Two tea breaks and buffet lunch will be served. Limited complimentary car parking coupons are available upon request. |
| Trainer | |
| Activity | |
| You may reach us via T: 6204 6214 E: info@ccisg.com Alternatively, you may send below details to register Contact Person Company (optional), Name, Job Title, Mailing Address, Tel, Email Participant(s) Name, Job Title, Email | |
Why This Course
Service excellence is collapsing everywhere.
Customers have become more demanding. Staff feel overwhelmed. Budgets are tighter. Processes are rigid. Complaints are rising. Loyalty is dropping.
Your teams are expected to deliver more — with less time, less manpower, and less energy.
This pressure is not slowing down. It is increasing.
Yet one truth remains unchanged:
People will forget what we say, but never how we made them feel.
This is where Love Intelligence (LQ) becomes your greatest strategic advantage.
LQ transforms service from routine execution into heart-led experiences that customers trust, remember, and return for — no matter the industry, no matter how lean the team.
Based on the methodologies in Andy Ng’s book Love Intelligence, this course gives your team the ability to:
• handle difficult customers with calmness
• create loyalty without promotions
• reduce rework and complaints
• support one another to prevent burnout
• shift from SOP-driven to outcome-driven service
The trainer, Andy Ng, is the author of “Love Intelligence (LQ): The Proven System to Build Your Career, Work, Wealth and Life”, available on Amazon. Every participant will receive a personal copy of the book, signed by Mr. Andy Ng — a meaningful keepsake filled with practical insights to support your growth in both work and life.
Service excellence is collapsing everywhere.
Customers have become more demanding. Staff feel overwhelmed. Budgets are tighter. Processes are rigid. Complaints are rising. Loyalty is dropping.
Your teams are expected to deliver more — with less time, less manpower, and less energy.
This pressure is not slowing down. It is increasing.
Yet one truth remains unchanged:
People will forget what we say, but never how we made them feel.
This is where Love Intelligence (LQ) becomes your greatest strategic advantage.
LQ transforms service from routine execution into heart-led experiences that customers trust, remember, and return for — no matter the industry, no matter how lean the team.
Based on the methodologies in Andy Ng’s book Love Intelligence, this course gives your team the ability to:
• handle difficult customers with calmness
• create loyalty without promotions
• reduce rework and complaints
• support one another to prevent burnout
• shift from SOP-driven to outcome-driven service
The trainer, Andy Ng, is the author of “Love Intelligence (LQ): The Proven System to Build Your Career, Work, Wealth and Life”, available on Amazon. Every participant will receive a personal copy of the book, signed by Mr. Andy Ng — a meaningful keepsake filled with practical insights to support your growth in both work and life.
Objective
1. Renewed passion for service
Even exhausted staff rediscover their purpose, meaning, and pride.
2. Emotional calmness under pressure
Staff learn to face difficult customers without fear or frustration.
3. Stronger loyalty and trust
Because people trust those who serve with heart, not scripts.
4. Professional-level service recovery
Your team will know exactly what to say and do — even in heated situations.
5. Confident adoption of AI
With LQ mindset, staff overcome fear and use AI tools more effectively.
6. Higher morale, less burnout
A supported team is a productive team.
7. Culture of Heart-Led Excellence
Teams begin looking out for one another, not just “completing tasks”.
This is not theory-based training.
This is behaviour transformation.
Even exhausted staff rediscover their purpose, meaning, and pride.
2. Emotional calmness under pressure
Staff learn to face difficult customers without fear or frustration.
3. Stronger loyalty and trust
Because people trust those who serve with heart, not scripts.
4. Professional-level service recovery
Your team will know exactly what to say and do — even in heated situations.
5. Confident adoption of AI
With LQ mindset, staff overcome fear and use AI tools more effectively.
6. Higher morale, less burnout
A supported team is a productive team.
7. Culture of Heart-Led Excellence
Teams begin looking out for one another, not just “completing tasks”.
This is not theory-based training.
This is behaviour transformation.
Outline
1. The Heart of Service: Why LQ Matters Today
• What customers want but cannot articulate
• From “doing service” → being of service
• Emotional safety: the foundation of trust
• 3Cs of Love Intelligence: Care, Courage, Connection
• Case Study: Singapore healthcare frontline team doubled satisfaction with LQ
2. Serving with Care: Building Micro-Trust Quickly
• 5 micro-behaviours that change customer perception instantly
• Warmth in 10 seconds
• Tone, presence, and emotional connection
• Handling heavy workload without losing humanity
3. Courage in Service: Handling Difficult Customers with Calmness
• 5 types of service courage
• De-escalation using LQ
• Reframing complaints without defensiveness
• 4 types of customer emotions
• Case Study: Airline ground staff avoided near meltdown
4. Connection: The Secret Ingredient of Loyalty
• Why loyalty is emotional
• Connection → Comfort → Confidence → Continuity
• Creating ‘No Ordinary Moments’ in every interaction
• The 7-Step Ladder of Loyalty (from Suspects to Raving Fans)
• Case Study: MIXUE and CHAGEE’s emotional consistency
• Service From the Heart: top 10 ways (include Donny Yen’s 2011 movie clip)
5. The LQ Service Recovery Method
3 steps:
1. Acknowledge with Heart
2. Align with Outcome
3. Act with Ownership
• Verbal scripts & tone training
• How to calm anger using LQ
• Psychology behind “feeling heard”
6. Serving Smarter with AI
• AI as a partner, not a threat
• 5 ways AI reduces stress and errors
• Overcoming resistance through LQ
7. Building a Heart-Led Service Culture
• From SOP-driven → outcome-driven
• LQ reinforcement for managers
• The 30-Day LQ Transformation Plan
• What customers want but cannot articulate
• From “doing service” → being of service
• Emotional safety: the foundation of trust
• 3Cs of Love Intelligence: Care, Courage, Connection
• Case Study: Singapore healthcare frontline team doubled satisfaction with LQ
2. Serving with Care: Building Micro-Trust Quickly
• 5 micro-behaviours that change customer perception instantly
• Warmth in 10 seconds
• Tone, presence, and emotional connection
• Handling heavy workload without losing humanity
3. Courage in Service: Handling Difficult Customers with Calmness
• 5 types of service courage
• De-escalation using LQ
• Reframing complaints without defensiveness
• 4 types of customer emotions
• Case Study: Airline ground staff avoided near meltdown
4. Connection: The Secret Ingredient of Loyalty
• Why loyalty is emotional
• Connection → Comfort → Confidence → Continuity
• Creating ‘No Ordinary Moments’ in every interaction
• The 7-Step Ladder of Loyalty (from Suspects to Raving Fans)
• Case Study: MIXUE and CHAGEE’s emotional consistency
• Service From the Heart: top 10 ways (include Donny Yen’s 2011 movie clip)
5. The LQ Service Recovery Method
3 steps:
1. Acknowledge with Heart
2. Align with Outcome
3. Act with Ownership
• Verbal scripts & tone training
• How to calm anger using LQ
• Psychology behind “feeling heard”
6. Serving Smarter with AI
• AI as a partner, not a threat
• 5 ways AI reduces stress and errors
• Overcoming resistance through LQ
7. Building a Heart-Led Service Culture
• From SOP-driven → outcome-driven
• LQ reinforcement for managers
• The 30-Day LQ Transformation Plan
Who should attend
This course is for customer-facing staff, service leaders, and anyone who wants to build stronger trust and loyalty with customers through heart-led communication and care.
Methodology
Real Case Studies That Prove Love Intelligence Works
1. CHAGEE — Loyalty Built Through Heart-Led Consistency
2. MIXUE — The Power of Simple, Heartfelt Service
3. SAKIYA — Japanese Heart Service with Zero Tolerance for Coldness
4. Sheng Siong — Trust Through Authentic Care
1. CHAGEE — Loyalty Built Through Heart-Led Consistency
2. MIXUE — The Power of Simple, Heartfelt Service
3. SAKIYA — Japanese Heart Service with Zero Tolerance for Coldness
4. Sheng Siong — Trust Through Authentic Care
Andy Ng's Profile
Andy Ng has over 39 years of experience. Armed with a degree in Accountancy (Hons) from National University of Singapore, he has an MBA from Heriot Watt University, UK in year 2000.
Before embarking on his business in Speaking, Training and Coaching, Andy was the Director of Finance, HR & Admin of the No. 5 network equipment company: Allied Telesis. Andy also has vast experience in KPMG, Deloitte, DBS Vickers and Chase Manhattan Bank.
Since 1996, the number of students taught by Andy exceeds 13,468 in 16 countries. They include SingTel, SingPower, BDO, SATS, Capitaland, NTU, ITE, PA, WDA, SUTD, LHN, SGH, and over 500 organizations.
Andy, being bilingual, has created over 68 proprietary programs. They include Leading with Love Intelligence, Sun Tzu Art of War, 36 Stratagems, Management, Leadership, Financial Intelligence, Great Boss, High Value Employee, Entrepreneurship, Sales and Effective Communication. Andy was President of Lions Club of Singapore Beverly Hills. Since 2007, a Committee member of Association of Professional Trainers Singapore.
Before embarking on his business in Speaking, Training and Coaching, Andy was the Director of Finance, HR & Admin of the No. 5 network equipment company: Allied Telesis. Andy also has vast experience in KPMG, Deloitte, DBS Vickers and Chase Manhattan Bank.
Since 1996, the number of students taught by Andy exceeds 13,468 in 16 countries. They include SingTel, SingPower, BDO, SATS, Capitaland, NTU, ITE, PA, WDA, SUTD, LHN, SGH, and over 500 organizations.
Andy, being bilingual, has created over 68 proprietary programs. They include Leading with Love Intelligence, Sun Tzu Art of War, 36 Stratagems, Management, Leadership, Financial Intelligence, Great Boss, High Value Employee, Entrepreneurship, Sales and Effective Communication. Andy was President of Lions Club of Singapore Beverly Hills. Since 2007, a Committee member of Association of Professional Trainers Singapore.
