Course details
This module in the WSQ Service Excellence framework aims to bring ordinary service level to the next stage, which is to go the extra mile to delight the customer. This workshop helps to develop in the service staff the right mindset and attitude for Service Excellence and to effectively manage the service touch points by understanding and exceeding Customer's expectations. Service staff will learn to interact effectively with customers, provide service to wow the customers and turn customer's objections into win-win outcomes.
Programme Outline
Preparing for GEMS Service
- Prepare for GEMS Service
- The Right Mindset for Service Excellence
- Qualities of an Excellent Service Professional
- Grooming – Importance of Looking Good
- Understanding the Value of GEMS
ACE Your Service
- Acknowledge Your Customers
- Identify Customers’ Needs
- Go Beyond First Impressions
- Communicate Effectively with the Customer
- Taking Care of Customer’s Special Needs
- Extending Customer Appreciation
- Identify Options and Take Action to Go the Extra Mile for Customers
Go the Extra Mile
- When Customers Become Dissatisfied
- Handle Customer Complaints and Objections in a Calm and ;Professional Manner
- Guidelines on Managing Customer Dissatisfaction
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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