SVCF WSQ - Project a Positive and Professional Image Central

Course details

This WSQ Service Excellence Competency Framework module covers the skills and knowledge to equip service professionals with the right grooming and professional image required for building confidence and projecting a positive image. It also involves equipping them with a positive and customer-oriented mind set to impress and wow their customers in their day-to-day engagement.

Course Objectives

• Recognise the impact of one’s professional image and persona on the organisation 
• Project a professional image and persona in accordance with organisational guidelines
• Demonstrate effective communication skills when interacting with customers at the workplace

Course Outline

• Professional image
• Persona
• Typical traits of a persona may include
• Persona may be projected through
• Impact of one’s professional image and persona on self and the organisation may include
• Methods to project a professional image and persona of the organisation must include
• Project a professional image and persona Methods to project a professional image and persona must include maintaining standards in
• Organisation’s guidelines may include
• An organisation’s vision may include
• An organisation’s values describe the core principles that guide an organisation’s work.  An organisation’s values may include
• Service vision
• An organisation’s service brand may be defined as the way an organization seeks to identify itself. Service brands
• Sources of organisational guidelines relevant to the job role on personal hygiene and professional grooming may include
• Types of customers may include
• Customers with special needs may include
• Effective communication skills when interacting with customers at the workplace must include
• non-verbal communication skills, which may include

Who Should Attend

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