Love Intelligence in Service

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

It addresses the 7 burning pains faced by today’s leaders:

1. Rising cost + stagnant selling price → LQ reduces friction, errors, and customer churn.

2. Staff not using AI well → LQ gives confidence to adopt automation quickly.

3. Customers are demanding and not loyal → LQ builds emotional connection and trust.

4. Staff burnout → LQ restores energy through care, validation, and emotional safety.

5. No service from the heart → LQ teaches the behaviours behind genuine care.

6. Poor service recovery → LQ provides a simple 3-step recovery method used by top brands.

7. Staff focus too much on process → LQ shifts mindset to outcomes and human connection.

If your customers are complaining more, returning less, or your staff are tired —
this course is now essential.

Real Case Studies That Prove Love Intelligence Works

1. CHAGEE — Loyalty Built Through Heart-Led Consistency

CHAGEE grew rapidly not because of tea, but because every outlet practised the same heart-led approach: warm greetings, consistency, and emotional safety. Customers return because they feel remembered.
This is LQ in action: predictable care creates predictable loyalty.

2. MIXUE — The Power of Simple, Heartfelt Service

MIXUE overtook global brands not through discounts, but through kindness and connection at the counter. Their young staff are trained not to follow scripts, but to create comfort.
Even a $1 ice cream can carry $100 worth of warmth — that is Love Intelligence.

3. SAKIYA — Japanese Heart Service with Zero Tolerance for Coldness

SAKIYA trains staff to deliver calm, sincere attention in every moment. Even when the queue is long, they maintain emotional presence. Customers sense this. Trust grows. Repeat visits multiply.
This is LQ: emotional professionalism.

4. Sheng Siong — Trust Through Authentic Care

Sheng Siong won Singapore’s hearts because they prioritise care for both staff and customers. Their frontline teams are trained to “serve from the heart,” especially during crisis periods.
During COVID, their LQ-driven service built the strongest loyalty in their history.

If these companies can grow faster than competitors — without big marketing budgets —
imagine what a Love Intelligent service team could do for your organisation.

Top Benefits of This Course

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.

Course 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

Activity:
Your Customer Story — rediscovering the heart of service.

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

Activity:
Micro-Behaviour Lab — high-speed role play and feedback.

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

Activity:
Courageous Conversation Simulation — hotline, counter, service desk.

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)

Activity:
Memory-Making Moments — design your team’s signature service.

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”

Activity:
Real-Life Complaint Transformation.

6. Serving Smarter with AI

· AI as a partner, not a threat

· 5 ways AI reduces stress and errors

· Overcoming resistance through LQ

Activity:
5-Minute AI Confidence Builder.

7. Building a Heart-Led Service Culture

· From SOP-driven → outcome-driven

· LQ reinforcement for managers

· The 30-Day LQ Transformation Plan

Activity:
LQ Service Commitment Pledge.

Who Should Attend

· Frontline staff

· Customer service teams

· Supervisors & managers

· Public service officers

· Call centre teams

· Any staff who serve internal or external customers

If your customers are becoming harder to please…
If your staff are burning out faster than you can hire…
If your complaints are rising and loyalty is falling…

Then your organisation cannot continue with old service models.

Your team needs Love Intelligence — now.

This course will transform your service culture from the inside out.
It will turn tired staff into energised professionals.
It will turn unhappy customers into loyal supporters.
It will turn your organisation into one that people talk about — for all the right reasons.

Seats are limited.
Don’t wait until your best staff resign or your customers switch brands.

Secure your team’s slots now — minimum 20 pax per class.
Give them the gift of Love Intelligence.
It will change everything.

About Trainer Andy Ng
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.