Provide GEMS Service Central

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