Service Excellence WSQ Module WSQ From Moments To Memories

Course details

Introduction

Winning service requires an understanding of the needs of diverse customers. Customer service professionals can attune themselves to these differences in order to provide memorable service that leaves customers wanting to return for more. This program teaches the principles for dealing with moments of service challenge and turning them around to create exceptional service which customers continue to talk about.

This course is conducted by Capelle Academy (ATO)

Objectives

At the end of the course, participants should be able to:

• Recognize different types of customers and appreciate that their needs and expectations are different from one another.
• Apply the organization’s vision, mission and values to create exceptional service for diverse customers.
• Recognise the triggers in the service environment that may lead to potential service challenges.
• Escalate unresolved service challenges according to organization’s guidelines.
• Use service recovery procedures to respond to service challenges according to the organization’s guidelines.

Methodology

The contents are delivered through:

• Experiential activities
• Simulations
• Learning games
• Skills practice
• Case studies
• Group discussion
• Personal reflection and action planning

Who Should Attend

The program is designed for frontline operations staff