This skill describes the ability to apply the knowledge to go the extra mile in providing excellent service, which involves recognising a diverse range of customers and their needs and expectations, projecting a professional image, demonstrate the qualities of a service professional, creating a positive customer experience, and escalating areas of improvement that may enhance the customers’ experience.

Mini lectures with presentations to explain concepts and theories

Interactive activities including demonstrations

 Role-play and case study discussion with mutual sharing and feedback

This skill describes the ability to apply the knowledge and skills in providing excellent service. At the end of the programme, learners should be able to:

 Recognize the diverse range of customers and their needs and expectations

 Project a professional image and persona

 Demonstrate the qualities and characteristics of a service professional when delivering go – the – extra – mile service

 Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines

 Escalate feedback on areas of improvement to enhance the customer experience

This programme is targeted for:

 Customer service personnel

 Front line service staff