UEN No.: 198802365N

WSQ

Engage Service Excellence

course details

Duration and Time

Training Time

9am-6pm

Course Duration

16 HRS

Course Information

Course Reference Number

TGS-2019504524

Funding Validity Period

01 Mar 2020 To
22 Aug 2025

Mode of Training

Classroom

COURSE OVERVIEW

This course enhances service professionals’ skills and mindset, focusing on exceeding customer expectations through personalised service and continuous improvement. It also emphasises proper grooming, projecting a positive image, and fostering a customer-oriented attitude for effective daily engagement.

  • Recognise the diverse range of customers and their needs and expectation
  • Recognise the impact of one’s professional image and person on the organisation
  • Project a professional image and persona
  • Demonstrate effective communication skills when interacting with customers
  • Demonstrate the qualities and characteristics of a service professional when delivering go the extra mile service to exceed customer expectation
  • Create a positive customer experience by offering customised and personalised service
  • Know the customers’ preferred choices based on the customer group he/she belongs to
  • Escalate feedback on areas of improvement to enhance the customer

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

Learning Unit 3: Project A Professional Image and Persona

  •  Making a positive impression
  • Organisational guidelines
  • Methods to project a professional image and persona

Learning Unit 4: Demonstrate Effective Communication Skills When Interacting with Customers at The Workplace

  • Importance of effective communication at the workplace
  • Principles of effective communication

Learning Unit 5: Demonstrate the Qualities and Characteristics of a Service Professional When Delivering Go-The Extra-Mile Service to Exceed Customer Expectations

  • Qualities and characteristics of a service professional
  • Go-the-extra-mile (gem) service
  • Exceed customer expectations
  • Methods to exceed customer expectations

Learning Unit 6: Create A Positive Customer Experience by Offering Customized and Personalized Service in Accordance with Organisation Guidelines

  • Positive customer experience
  • Methods to offer customised and personalised service
  • Methods to up-sell or cross-sell products or services

Learning Unit 7: Know the Customer’s Preferred Choices Based on The Customer Group He or She Belongs To

  • Different customer group

Learning Unit 8: Escalate Feedback on Areas of Improvement to Enhance the Customer Experience

  • Follow through after the sale
  • Customer feedback
  • Areas of improvement
  • Methods to identify areas of improvement
  • Managing feedback
  • Escalating feedback on areas of improvement
  • Customer-facing staff
  • Customer Service Representatives
  • Call Centre Officers
  • Store Advisors
  • Service Crews
Course Outline

Download the PDF below for a summary of the course outline.

COURSE FEES

Company Sponsored

Funding Type Full Fee 9% GST (on full course fee) Funding Amount Nett Fee Payable (incl. GST)
Small Medium Enterprises (SMEs) $450 $40.50 $315 (70% off course fee) $175.50
Non Small Medium Enterprises $450 $40.50 $225 (50% off course fee) $265.50
Singaporean Employees aged 40 years and above $450 $40.50 $315 (70% off course fee) $175.50

Course Fee Funding:
SME: 70% of course fee
Non-SME: 50% of course fee
Non-SME(MCES): 70% of course fee

$4.50 per training hour capped at $100,000 per enterprise per calendar year

Self-Sponsored

Funding Type Full Fee 9% GST (on full course fee) Funding Amount Nett Fee Payable (incl. GST)
Singapore Citizens (40 years and above) $450 $40.50 $315 (70% off course fee) $175.50
Singapore Citizens (21 to 39 years old) & Permanent Residents (21 years old and above) $450 $40.50 $225 (50% off course fee) $265.50

Course Fee Funding:
MCES: 70% of course fee
Normal: 50% of course fee

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