About this Course
As service providers race to achieve service excellence, the process requires them to reccognise that their individual contribution adds value to a customer’s overall experience. To “wow’ customers is to exceed expectations of the customers. A confident service provider will provide assurance and enhance the overall service experience for their customers.
Course Objectives
At the end of the programme, participants will be able to:
- Identify the importance of one's role in a service value chain
- Identify types of customers and the information commonly sought by them
- Identify opportunities to provide 'wow' service
- Report service performance issues that affect organisational service standards
Who Should Attend
Service professionals from service industries dealing with internal or external customers.
Pre-requisites
Nil
Course Duration
8 hours / Full Time
Course Outline
Service Team
- Participants will be engaged through a learning activity that focuses on the effect of a service chain. The concept of service blueprint will be introduced and participants will be able to identify the importance of their roles at the workplace.
Service Participation
- Participants will learn about the different types of customers, identify meanings behind their unspoken and spoken questions, while finding answers to meet their requirements.
Service Delivery
- Participants will learn to identify opportunities to turn a customer’s experience from something expected and ordinary to a ‘wow’ through making small changes while paying more attention to details. Participants will also partake in an activity that allows them to practice delivering a ‘wow’ service as a cohesive team and with effective communication skills.
Service Issue
- Participants will learn to raise service performances that may lead to a service issue, use the ‘5A's concept to handle a service issue and practice raising service performances issues to the supervisor.
Method of Instruction
English
Trainer : Trainee Ratio is 1:30
Mode of Assessment/Examination
Nil
Course Rating
- /5 from users
Course Enquiry
Course Info
- Course Provider NEXT U PTE. LTD.
- Course Category Business
- Course Price n/a
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