Course details
This WSQ Service Excellence module aims to impart knowledge and skills to enable employees to apply organisational service values and systems to provide excellent customer service, give follow-up post / sales service support as well as to utilise and update a customer database when working individually and in service teams.
Programme Outline
Apply Organisational Service Values and Systems
- Organisational Service Culture and Values
- Service Delivery
- Organisational Systems, Procedures and Policies
- Communicate Service Delivery Procedures
- Seven Steps to Effective Communication
- Recording Service Outcomes
Contribute to Service Team Effectiveness
- Team Dynamics
- Team Effectiveness
- Team Communication
- Effective Service Teams
- Team Challenges
- Role Modelling Behaviour
Follow-Up Post Sales/ Service Support
- Post Sales/ Service Support
- Post Sales Support – Merchandise Delivery
- Using a Process Map to Resolve Customer’s Complaint
Utilise and Update a Customer Database
- Customer Database
- Customer Database Information
- Confidentiality and Security of Customer Database
- Storing Customer Records
- What are Databases for?
- Consumer Protection (Fair Trading) Act
Course Location
About Lighthouse Global
We_They Training and Consultancy Pte Ltd provide integrated training consultancy services and programme delivery to meet clients’ needs in the areas of customer service, communications skills, corporate cum personal development and teambuilding, etc.
Lighthouse was born out of the desire of several passionate training professionals to bring organisations to new heights through learning and development. As a result, Lighthouse was incorporated in late 2006. The company now has a pool of experienced consultants and trainers to drive organisations’ training initiatives to achieve corporate success.
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