Certified Service Professional (Version 2 Flipped)

Course details

The revised Certified Service Professional (Version 2) is a national curriculum aimed at giving participants the opportunity to develop a mastery of service skillset and a positive mindset through active and cooperative learning in a highly interactive classroom environment. This version incorporates E-Learning as part of the training methodology.

Upon completion of the programme, the participant should have the knowledge and skills to demonstrate competence in the following three competency units under the Service Excellence Competency Framework (SV CF):

• Provide Go-the-Extra-Mile Service
• Project a Positive and Professional Image
• Respond to Service Challenges

Those who have successfully demonstrated competence will be awarded a Composite Statement of Attainment (SOA) by WDA.

Key Benefits

On completion of the Certified Service Professional programme, the participant will have the knowledge and application skills to:

• explain the importance of go-the-extra-mile service (GEMS)
• present himself/herself professionally
• apply the 5A* GEMS approach to attend to customers
• use the 5A* GEMS approach in service challenges
• stay positive as a service professional
• keep improving himself/herself as a service professional

Course Contents

• What is GEMS?
• Service Professional Mindset and Habits
• 5A* GEMS Approach
• Responding to Service Challenges
• 5A* GEMS Approach for Service Challenges
• Learning from Experience
• Creating Positive Customer Experiences
• Above All, Take Care
• Learning Methodology

Flipped Learning:

• E-Learning (4 hrs)
• Classroom facilitation: Mini-lectures, group discussions, role-plays, quizzes and videos (3 Days)

Participants are required to undertake assessments which may take the form of:

• Learning journal
• Role-play
• Oral question

Who Should Attend

• Service staff from various service industry sectors keen on improving service delivery and positive career progression. They usually do not have supervisory responsibilities for others, and work under direction to perform a specific set of work activities. This programme is also suitable for staff in backend departments that support the process of service delivery at the frontline.

Assumed Attitude, Skills and Knowledge

Participants are assumed to

• have an understanding of the organisation’s product and service offering
• have an understanding of the organisation’s structure, standard operating procedures and guidelines on customer service
• be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3