WSQ Engage Service Excellence
 | 2 Days Course |
 | SkillsFuture Credit Eligible |
| PSEA Eligible |
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Course Overview
Course Title
WSQ Engage Service Excellence
Course Objectives
On completion of this module, learners will be able to:
Unit 1: Provide Go-the-Extra-Mile Service
- 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
Unit 2: Project a Positive and Professional Image
- 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
WSQ Engage Service Excellence
Course Content
Unit 1: Provide Go-the-Extra-Mile Service
- Understanding the types of customers
- Understanding customer needs and expectation
- Quality and characteristics of service professional
- How to Go-the-Extra-Mile-Service
- Methods to exceed customer expectations
- Create positive customer experience
- Methods to offer customised and personalised service
- Know your organisation’s guidelines
- Methods to identify areas of improvement to enhance the customer experience
- Methods to escalate areas of improvement
Unit 2: Project a Positive and Professional Image
- Importance of professional image
- Understanding the typical traits of persona and how to project it
- Impact of one’s professional image and persona on self and the organisation
- Methods to project a professional image and persona of the organisation
- Understanding organisation’s guidelines on professional image
- Understanding types of customers
- Effective communication skills when interacting with customers at the workplace
Course Feature
Course Feature
Course Provider: James Cook Institute Pte. Ltd.
UEN: 198802365N
Course Reference Number: TGS-2019504524
Mode Of Training: Classroom
Funding Validity Period: 01 Mar 2020 – 22 Aug 2025
| FULL COURSE FEE | $490.50 |
|---|---|
| Singaporean 40 yrs and above | $175.50 |
| Singaporean 21-39 yrs / PR | $265.50 |
| Duration | 2 Days |
Available in: English
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