Provide Go-the-Extra-Mile Service Central

Course details

This unit covers knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.

Key Benefits

• Recognise the diverse range of customers and their needs and expectations
• Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
• Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines
• Escalate feedback on areas of improvement to enhance the customer experience

Course Contents

Recognise the diverse range of customers and their needs and expectations

Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations

Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines

Escalate feedback on areas of improvement to enhance the customer experience

Learning Methodology

To enable participants to learn and practice the concepts and skills taught during the programme, these experiential methods of learning will be applied:

• Mini-lectures
• Group discussions
• Role-plays
• Quizzes
• Videos
• Games

Participants are required to undertake assessments which may take the form of:

• Learning journal
• Role-play
• Oral question

Participants who fulfill all requirements will receive a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency (WDA).

Who Should Attend

• Customer-facing staff
• Customer Service Representatives
• Call Centre Officers
• Store Advisors
• Service Crew