WSQ Engage Service Excellence

This image has an empty alt attribute; its file name is Path-181.svg2 Days Course
SkillsFuture Credit
UTAP Eligible

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

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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
Duration2 Days

Available in: English

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