Duration: 2 days
Time: 9am to 5.00pm

What Will Be Taught For This Module?

Equip oneself with the mindset to go the extra mile in providing excellent service, which involves creating a positive customer experience and escalating areas of improvement that may enhance the customers’ experience.

Unit 1:   Recognise the impact of one’s professional image and persona on the organisation

  • Understand the Importance of go-the-extra-mile for service to oneself and the organisation
  • Explain the benefits of providing go-the-extra-mile service

 

Unit 2: Recognise the diverse range of customers and their needs and expectations

  • Identify types of customers
  • Understand Customer needs and expectations

 

Unit 3: Project a professional image and persona in accordance with organisational guidelines

  • Identify the methods used to project a professional image and persona
  • Methods to project a professional image and persona

 

Unit 4:  Demonstrate effective communication skills

  • Define principles of effective communication
  • Recognize Non-verbal communication skills
  • Demonstrate effective communicate skills when interacting with customers

 

Unit 5: Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra mile service to exceed customer expectations.

  • Recognize the qualities and characteristics of a service professional

 

Unit 6:  Create a positive customer experience by offering customised and personalised service

  • Methods to exceed customer expectations

 

Unit 7:  Escalate feedback on areas of improvement to enhance the customer experience

  • Identify methods to escalate areas of improvement to enhance customer experience

Pre-requisite

Front-line staff from various industries dealing with internal or external customers.

  w/o GST w GST
Course Fee $320 $342.40

CANCELLATION/POSTPONEMENT / CHANGE of VENUE

  1. 2 to 4 weeks’ written notice from start date of training - 50% of course fee for cancellation

  2. Less than 2 weeks’ written notice from start date of training - 100% of course fees for postponement or cancellation

  3. ST Electronics (e-Services) Pte Ltd reserves the right to cancel or postpone any course or change the venue due to unforeseen circumstances.




Please click on the course date to enrol.