Full program description

Service Wow

What's In It For Me

  • Understand why one's role is important in a service industry
  • Learn how to provide assurance and enhance one's service experience
  • Able to bring service to the next level by identify opportunities to provide "wow" service

Course Overview

As service providers race to achieve service excellence, the process requires them to recognise that their 

individual contribution adds value to a customers 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.

Who Should Attend

Service professionals from service industries dealing with internal or external customers.

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 customers 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.

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

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

SVWOW