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Overview

This course covers knowledge and application skills required to equip service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities of a service professional, creating a positive customer experience by offering customized and personalised services that impress customers.

It focuses on building strong organisational service excellence, innovative mind-sets, positive and progressive company culture, systems and processes that transforms the customer experience.

 

Course Outline

Blending with Your Organization

    Service Vision, mission & values

    Service standards & ideology

    Service brand & benefits

Blending with Your Customers

    Types of customers

    Customers’ needs & expectations

    Customers with special needs

Aligning Yourself

    Qualities & characteristics of a service professional

    Go the extra mile for oneself

    Go the extra mile for the organization

Exceeding Expectations

    Using effective communication techniques

    Offering customised and personalized services

    Identify areas for further improvement in service enhancement

 

Who should attend

Anyone who is currently working or planning to work in the Service Industries dealing with internal or external customers  such as

    Customer Service Representatives

    Call Centre Officers

    Store Advisors

    Service Crew and etc

 

 View Courses




Overview

This course covers knowledge and application skills required to equip service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities of a service professional, creating a positive customer experience by offering customized and personalised services that impress customers.

It focuses on building strong organisational service excellence, innovative mind-sets, positive and progressive company culture, systems and processes that transforms the customer experience.

 

Course Outline

Blending with Your Organization

    Service Vision, mission & values

    Service standards & ideology

    Service brand & benefits

Blending with Your Customers

    Types of customers

    Customers’ needs & expectations

    Customers with special needs

Aligning Yourself

    Qualities & characteristics of a service professional

    Go the extra mile for oneself

    Go the extra mile for the organization

Exceeding Expectations

    Using effective communication techniques

    Offering customised and personalized services

    Identify areas for further improvement in service enhancement

 

Who should attend

Anyone who is currently working or planning to work in the Service Industries dealing with internal or external customers  such as

    Customer Service Representatives

    Call Centre Officers

    Store Advisors

    Service Crew and etc