| Service Excellence Level 1 (TGS-2020503348) |
Course Objectives
To obtain knowledge and application skills in equipping service staff in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
Course Duration
8 Hours
Target Audience
For employees who want to obtain skills in equipping service staff in providing excellent service.
Certification
Successful trainees will receive a Statement of Attainment (SOA) issued by SSG
Entry Requirement
- Speak, listen and read English at a proficiency level not lower than the WPL Level 3, and manipulate numbers at a level not lower than the WPN Level 3.
- Less than one year of work experience in the retail industry and/or in customer service role (rank and file employees).
To obtain knowledge and application skills in equipping service staff in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
| SECTION | DESCRIPTION |
| Section 1 | - What is Customer Service, who are the customers, who are the customer service providers?
- Appearance, smile, being positive, being energized counts.
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| Section 2 | - Understand customer situation, stay outside the box, meet basic needs.
- No wrong door Policy.
- Going the extra mile.
- Follow up.
- First Responder protocol, addressing complaints, turning difficult customer around.
- In-Person Customer service, customer service over the counter, over the phone, telephone etiquette, electronic customer service.
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| Section 3 | - Understanding When to Escalate triggers in the service environment, de-escalating anger, establish common ground.
- Setting your limits, managing your own emotions.
- Dealing with vulgarity, coping with insults, dealing with legal and physical threats.
- Escalate service challenges.
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