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