Course details
This course 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.
Upon successful completion of the workshop, participants will be awarded with a Statement of Attainment (SOA) issued by the Singapore Workforce Development Agency.
Course Objectives
- Recognise the perse 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 Outline
- Types of customers
- Customer needs & expectations on product/service
- Qualities and characteristics of a service professional
- Go-the-extra-mile service
- Areas of Improvement to enhance customer experience
Who Should Attend
- Customer-facing staff
- Customer Service Representatives
- Call Centre Officers
- Store Advisors
- Service Crew
Course Location
About Singapore National Employers Federation
Our Vision
Responsible Employers, Sustainable Business
Our Mission
To advance tripartism and enhance labour market flexibility to enable employers to implement responsible employment practices
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