Provide Go-the-Extra-Mile Service

Course details

"We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better." – Jeff Bezos

Excellent service goes beyond service with a smile. It is only when one truly understands what a service profession is, that we are able to take service to the next level by going the extra mile, and, truly make a difference to your customer.

This course serves as a foundational unit in the journey towards service excellence. It focuses on the importance of having the right service mind-set and how extra mile service benefits you as well as the organisation. 

Target Audience:

This course is for service staff from various service industry sectors. However, it is recognised that service is extended not just to external customers but internal customers as well.

What You Will Learn:

• What it takes to provide the “Extra Mile” service
• How to professionalise yourself as a service agent
• Making the best use of what you know to create an impact for your customer, your organisation as well as for yourself 

Course Outline:

Knowing Your Offering

• Your organisation’s service vision, mission & service values
• Your organisation’s service standards
• Your organisation’s service offerings & service benefits
• Your company’s service brand & its uniqueness against competitors

Knowing Your Customers

• Building a customer persona
• Profiling your customers
• Customers’ characteristics & behaviours
• Customers’ needs & expectations

Knowing Yourself

• Aligning your service mission to the organisation
• Qualities & characteristics of a professional service personnel
• Creating the X factor in you

In Service, A Smile Is Never Enough

• Engaging positively with your customer
• Communicate is not talking
• Creating the service experience for your customer
• Providing the winning encounter with your customer

Going the Extra Mile

• Offering personalised service
• xceeding customers’ expectations
• Different strokes for different folks
• Continual Service Improvement

Methodology: Mini lectures, interactive activities, group / inpidual exercises, role-plays, independent learning sessions & mutual sharing / feedback sessions 

Requirements: Employability Skills WSQ – Workplace Literacy Level 3 or N-Level English

Teacher & Student Ratio: 1:25 (maximum capacity)