Full program description

Power in a Personal Touch (WSQ Provide Go-the-Extra-Mile Service)

What's In It For Me

  • Able to monitor performance of self and team under the organisation guidelines
  • Able to drive team encourage better performance
  • Promote a customer-centric culture within the service environment

Course Overview

The notion of going-the-extra-mile for service (GEMS) has influenced service professionals to go beyond their call of duty, expand boundaries and provide creative ways to wow customers. With the changing demands of customers, having higher expectations on product and the buying experiences, service professionals would need to recognise the shifting expectations and be prepared to find new ways to wow customers. In this programme, learners would be prompted to consider the offstage preparations required before they go on set and perform customised and personalised services that impress customers.

Who Should Attend

Participants with customer interfacing roles, such as frontline staff (i.e. customer service representatives, store advisors, service crews) from various industries dealing with internal or external customers.

Course Duration

16 hours / Full-time

Course Outline

  1. Preparations to Engage Customers
    In this segment, learners will learn the positive qualities and characteristics of service professionals which are enablers for them to adopt when performing go-the-extra-mile service (GEMS). As providing excellent service requires effort, learners will be encouraged to conduct background work to possess the necessary knowledge in anticipating the customers' needs and expectations, as well as their commonly asked questions. Learners will also explore methods to deliver appropriate service and sought after information required by customers.

  2. Perform GEMS to WOW Customers
    Learners will discuss and practice potential service opportunities that can be customised or personalised for customers as they go-the-extra-mile to impress them.  Type I and Type II GEMS suggest the extent of GEMS that may occur within the learner's limit of authority. Learners will also examine ways to pamper customers, while picking up some upselling and cross selling tips to suggest offerings that will complement a customer's purchase.

  3. Provide Suggestions to Enhance Customer's Experience
    Gathering Feedback from customers, learners will consider the potential areas for improvements based on their observation and experience as both a user and provider. It is essential that learners adopt a script of continuous improvement so as to surpass customer expectations.

Mode of Assessment

Participants would be assessed through course assessment exercises.

Certification Obtained and Conferred by

Participants who have successfully demonstrated competence in all the knowledge and skills requirements in this programme will be awarded with a Statement of Attainment (SOA) by SkillsFuture Singapore (SSG). This programme is offered on a modular basis only.

  • Mapped to WSQ Provide Go-the-Extra-Mile Service

Course Objectives

At the end of the programme, participants will be able to :
  • Recognise the diverse range of customers, 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 customised and personalised service in accordance with organisation guidelines
  • Escalate feedback on areas of improvement to enhance the customer experience

Pre-requisites

Participants should be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3. 

Medium of Instruction & Trainer

English

Trainer : Trainee Ratio is 1:24

Price


Individual Pricing w/o GST w GST
Course Fee S$330.00 S$353.10
SkillsFuture Funding, >=21 yrs old S$66.00 S$89.10
SkillsFuture Funding, >=40 yrs old S$33.00 S$56.10
WTS Funding (95%) S$16.50 S$39.60
Corporate Pricing
Non-SME w/o GST w GST
Course Fee S$330.00 S$353.10
SkillsFuture Funding, >=21 yrs old ^ S$66.00 S$89.10
SkillsFuture Funding, >=40 yrs old S$33.00 S$56.10
WTS Funding (95%) S$16.50 S$39.60
SME w/o GST w GST
Course Fee S$330.00 S$353.10
SkillsFuture Funding, >=21 yrs old S$33.00 S$56.10
SkillsFuture Funding, >=40 yrs old S$33.00 S$56.10
WTS Funding (95%) S$16.50 S$39.60

^Applicable for Singapore Citizen ABOVE 21 yrs & BELOW 40 yrs old / Singapore PRs

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

Individuals may enjoy UTAP and WTS funding. Terms and conditions apply. For more information, please contact us at +65 6336 LHUB (5482) or email ibe@nextu.com.sg.

When you sign in to your SkillsConnect account, please use the course reference number CRS-Q-0025051-SVCF to find this course.

WSQPGS