About this Course

This unit covers knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.

COMPETENCIES (PERFORMANCE STATEMENTS)

• Recognise the diverse range of customers and their needs and expectations.
  
• Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations.
  
• Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines.
  
• Escalate feedback on areas of improvement to enhance the customer experience.
  

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