WSQ Engage Service Excellence
TGS-2019504524
Course Overview
This unit covers knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service, which involves creating a positive customer experience and escalating areas of improvement that may enhance the customers’ experience.
Training Type
Full Time
Who Should Attend
- Customer-facing staff
- Customer Service Representatives
- Call Centre Officers
- Store Advisors
- Service Crews
Course Duration
2 Days
Total Training Duration (Hour)
16
Course Outline
Learning Unit 1: Provide Service Excellence to A Diverse Range of Customers and Their Needs and Expectations
- Why is service excellence so important?
- Who is a customer?
- Diverse range of customers
- Types of customers
- Customer needs and expectations
Learning Unit 2: Recognise the Impact Of One’s Professional Image And Persona On The Organisation
- What is professional image?
- What is persona?
- Tips for projecting a successful professional image in line with organisation’s objectives
- Impact of one’s professional image and persona on self and the organisation
Learning Unit 3: Project A Professional Image and Persona
- Making a positive impression
- Organisational guidelines
- Methods to project a professional image and persona
Learning Unit 4: Demonstrate Effective Communication Skills When Interacting with Customers at The Workplace
- Importance of effective communication at the workplace
- Principles of effective communication
Learning Unit 5: Demonstrate the Qualities and Characteristics of a Service Professional When Delivering Go-The Extra-Mile Service to Exceed Customer Expectations
- Qualities and characteristics of a service professional
- Go-the-extra-mile (gem) service
- Exceed customer expectations
- Methods to exceed customer expectations
Learning Unit 6: Create A Positive Customer Experience by Offering Customized and Personalized Service in Accordance with Organisation Guidelines
- Positive customer experience
- Methods to offer customised and personalised service
- Methods to up-sell or cross-sell products or services
Learning Unit 7: Know the Customer’s Preferred Choices Based on The Customer Group He or She Belongs To
- Different customer group
Learning Unit 8: Escalate Feedback on Areas of Improvement to Enhance the Customer Experience
- Follow through after the sale
- Customer feedback
- Areas of improvement
- Methods to identify areas of improvement
- Managing feedback
- Escalating feedback on areas of improvement
Course Learning Outcome
- Recognise the diverse range of customers and their needs and expectation
- Recognise the impact of one’s professional image and person on the organisation
- Project a professional image and persona
- Demonstrate effective communication skills when interacting with customers
- Demonstrate the qualities and characteristics of a service professional when delivering go the extra mile service to exceed customer expectation
- Create a positive customer experience by offering customised and personalised service
- Know the customers’ preferred choices based on the customer group he/she belongs to
- Escalate feedback on areas of improvement to enhance the customer
Pre-requisites
- Learners must be able to read, write, speak and listen to English at secondary school level
- Learners to have minimum GCE ‘O’ level or ITE certificate education
- Learner should have at least 1 year’s working experience in any industry
Funding Information
02 Jan 2020 To
25 Aug 2027
Course Pre-Requisites
Price
| Course Fee Payable | ||
|---|---|---|
| Original Fee | Before GST | With GST (9%) |
| Course Fee | $450.00 | $490.50 |
| Individual Pricing (Fee payable to Training Provider) | Before GST | With GST (9%) |
| Individual (Baseline) | $225.00 | $265.50 |
| Individual (MCES) | $135.00 | $175.50 |
| Corporate Pricing (Fee payable to Training Provider) | ||
| SME | Before GST | With GST (9%) |
| Corporate (SME) | $135.00 | $175.50 |
| Non-SME | Before GST | With GST (9%) |
| Corporate (Non-SME, Baseline) | $225.00 | $265.50 |
| Corporate (Non-SME, MCES) | $135.00 | $175.50 |
Company Sponsored Funding Types
- SME
- Company registered or incorporated in Singapore AND employment size of not more than 200 or with annual sales turnover of not more than $100 million
- 70% of course fee funded
- Non-SME (Baseline)
- Non-SME companies, employee is Singaporean or PR aged below 40
- 50% of course fee funded
- Non-SME (MCES)
- Non-SME companies, employee is Singaporean aged 40 years and above
- 70% of course fee funded
Absentee Payroll Funding for Companies:
- $4.50 per training hour capped at $100,000 per enterprise per calendar year
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Self-sponsored Funding Types
- MCES
- Singaporean aged 40 years and above
- 70% of course fee funded
- Normal
- Singaporean / PR aged 21 years and above
- 50% of course fee funded
