Provide Go-the-Extra-Mile Service (Service Excellence)
(16 hrs)
Course Code: TGS‐2019504751
This course covers knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
Course Details
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and a complete listing of funded courses. This course is eligible for the use of SkillsFuture credit.
Course Application
| Date | Details |
|---|---|
| November 11, 2021 - November 12, 2021 (9:00 am - 6:00 pm) | Open for registration (Fill in the enquiry form to know more) |
Key Takeaways
Upon completion of this workshop, participants will be able to;
- Recognise the diverse range of customers and their needs and expectations
- Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
- Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
- Escalate feedback on areas of improvement to enhance the customer experience
Who Should Attend
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
Programme Outlines
- Recognise the diverse range of customers and their needs and expectations
- Understand and identify the needs and expectations of the various groups of customers unique to the organisation with consideration for groups of customers that require special needs
- Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
- Demonstrate service behaviours that support the qualities and characteristics of a service professional
- Understand the importance of go-the-extra-mile for service; its implied significance to oneself and the organisation
- Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
- Identify opportunities in the interactions with customers to provide delightful moments to enhance their experience with the organisation
- Apply the principles of effective communication when creating the positive customer experience
- Know when and what kind of customised and personalised services may be tailored to delight the customers
- Know when and how to up-sell and/or cross-sell to customers whenever appropriate
- Escalate feedback on areas of improvement to enhance the customer experience
- Understand the importance to give feedback on areas for improvement to the appropriate personnel in the organisation
- Escalate feedback on areas for improvement with relevant information such as the details of the areas for improvement, suggestions for improvement, benefits of the improvement, and the possible impact of the improvement
Methodologies
Participants will undergo experiential learning through mini-lectures, group discussions, role-plays, quizzes, and videos.
