Learning Unit 1: Provide Service Excellence to A Diverse Range of Customers and Their Needs and Expectations
- Why is service excellence so important?
- Who is a customer?
- Diverse range of customers
- Types of customers
- Customer needs and expectations
Learning Unit 2: Recognise the Impact Of One’s Professional Image And Persona On The Organisation
- What is professional image?
- What is persona?
- Tips for projecting a successful professional image in line with organisation’s objectives
- Impact of one’s professional image and persona on self and the organisation
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
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
