About this Course

This WSQ Service Excellence module aims to impart knowledge and skills to enable employees to apply organisational service values and systems to provide excellent customer service, give follow-up post / sales service support as well as to utilise and update a customer database when working individually and in service teams.

Programme Outline

Apply Organisational Service Values and Systems

•       Organisational Service Culture and Values

•       Service Delivery

•       Organisational Systems, Procedures and Policies

•       Communicate Service Delivery Procedures

•       Seven Steps to Effective Communication

•       Recording Service Outcomes

Contribute to Service Team Effectiveness

•       Team Dynamics

•       Team Effectiveness

•       Team Communication

•       Effective Service Teams

•       Team Challenges

•       Role Modelling Behaviour

Follow-Up Post Sales/ Service Support

•       Post Sales/ Service Support

•       Post Sales Support – Merchandise Delivery

•       Using a Process Map to Resolve Customer’s Complaint

Utilise and Update a Customer Database

•       Customer Database

•       Customer Database Information

•       Confidentiality and Security of Customer Database

•       Storing Customer Records

•       What are Databases for?

•       Consumer Protection (Fair Trading) Act   

Training Methodology

Classroom teaching, skill practice, role-plays, group discussions, Q&A and discovery learning

Duration

16 hours / 2 Days

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