Full program description

Service Magic

What's In It For Me

  • Understand and develop a service mindset
  • Able to portray to the customer on a specific product using your product knowledge
  • Understand that each customer is different and thus will have to manage situation differently

Course Overview

In todays highly competitive industry, many successful companies capitalise on service excellence to differentiate themselves from their competitors.

However, different customers may perceive service excellence differently. For some customers it may mean service reliability, for others, it may mean product knowledge; responsiveness or empathy of the staff.

Regardless of different customers expectations towards service, learners can practice Service MAGIC when
delivering excellent service to delight customers.

The topics in this course include:
  • Service and Me
  • Product Knowledge in Service
  • Service MAGIC in Action
  • Service Provided to Diverse Group of Customers

Who Should Attend

Professionals from all sectors dealing with internal or external customers.

Course Duration

8 Hours / Full-time

Course Outline

  • Service and Me
In this segment, learners will take an introspective view on service and what service means to them, especially in the Singapore context.

  • Product Knowledge in Service
In this segment, learners will focus on developing good and accurate product knowledge in order to create magical moments for customers. Prior to addressing customers needs and expectations, it is essential to help customers uncover what they really want.

  • Service MAGIC in Action
In this segment, learners will learn about the MAGIC that they can apply when personalising service to customers. Keeping a lookout for service opportunity, being an effective communicator and practicing No Wrong Door approach are some good practices to adopt and apply.

  • Service Provided to Diverse Group of Customers
In this segment, learners will discuss about the different types of customers they may face and the potential customers emotions that they may need to manage at their workplace. SHARE principles can be employed to handle issues relating to service delivery.

Course Objectives

At the end of the course, learners will be able to
  • Develop a service mindset
  • Use product knowledge when serving customers
  • Practice service MAGIC when offering personalised service to customers
  • Apply SHARE principles when handling diverse group of customers

Medium of Instruction & Trainer

English

Trainer : Trainee Ratio is 1:24

Price

For corporate classes only, please contact us for more details on course fees at +65 6226 - LHUB (5482) or email ibe@nextu.com.sg.

Prices are inclusive of GST and subject to other LHUB miscellaneous fees

SVMAGO