Sales & Marketing,marketing management,
Information and Communications,
Customer Service,
Healthcare,
Personal Services,
Building and Construction,
Customer Service
- Provide GEMS Service/ Interact with Guest (SV-CS-101G-1) - Deliver Service Excellence (SV-CS-102G-0) - Offer Customised and Personalised Service (SV-CS-103G-0).
Provider: MENDAKI SOCIAL ENTERPRISE NETWORK SINGAPORE PTE. LTD.
This unit covers knowledge and application skills in the effective management of resources, along with the use of organisational guidelines to manage service operations. It involves recognising resources and implementing service operations to achieve service excellence, resolving performance issues and monitoring feedback from customers. Course Content 1. Recognise resources required for service o...
This unit addresses the skills and knowledge required to handle diversity. It includes recognising the importance of inclusiveness, demonstrating the use of emotional intelligence and resilience to handle diversity in the service environment, and monitoring ones actions in handling diversity. Course Content 1. Recognise the importance of inclusiveness when working in a diverse service environmen...
This unit covers knowledge and application skills in understanding the importance of service innovation and the methods and opportunities that are available for a service staff to generate ideas that contribute to service innovation. Course Content 1. Recognise the importance of service innovation in the organisation 2. Generate potential service innovation ideas to transform the customer experie...
This unit addresses the skills and knowledge to coach individuals for service performance. It involves identifying the coaching needs of individuals, and preparing and delivering a coaching plan. It also includes the use of coaching techniques to close service gaps and monitor the progress of individuals for improvements in service performance. Course Content 1. Recognise the role of a coach in co...
This course addresses the knowledge and application skills to build customer confidence in the organization and to develop customer relationships that build customer loyalty. It also involves the know-how of handling service opportunities and escalated service challenges. Course Content 1) Develop knowledge of organizations product or service offerings and customer profile 2) Establish customer...
This unit covers knowledge and application skills to leverage on available organisational resources when engaging with customers over various platforms. It also includes portraying a professional etiquette and escalating feedback received over various platforms. Course Content 1. Leverage on organisational resources when engaging with customers over various platforms 2. Portray professional etiqu...