About this Course

This WSQ Service Excellence module aims to impart the knowledge and application skills for employees to proactively offer and promote service to customers. It includes accessing and communicating detailed product and service information commonly sought by a diverse range of customers in order to make recommendations that meet customers’ personalised needs.

Programme Outline

Product Knowledge

•       The Power of Product Knowledge

•       Categories of Product Knowledge

•       Acquiring Product Knowledge

•       Developing and Maintaining Product Knowledge

•       Understanding Features and Benefits

•       A Sales Person’s Toolkit

•       Using Product Knowledge

Act Upon Opportunities to Offering Customised and Personalised Services

•       Types of Service

•       Supporting Services

•       Providing Exceptional Service

•       Meeting Customer’s Personalised Needs by Being a CARER

•       Customers Requiring Personalised Service

•       Recognising Opportunities for Personalised Service

•       Organisational Guidelines and Procedures

Deliver Service to a Diverse Range of Customers

•       Customer Diversity

•       Awareness of Cultural Characteristics

•       Respecting Diversity

•       Making Customer Service Inclusive

•       Effective Communication

•       Delivering Consistent Service

Training Methodology

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

Duration

16 hours / 2 Days

Rate this course:

Log in to submit

Comments