NEW Course added

NEW Course added

Why Service Excellence is important?


About Service Excellence

We often hear companies saying that good customer service is very important for them, but in reality, actions do not seem to support that statement. Instead of that many organizations, today tend to focus only on choosing faster and easier ways to get fast recognition and easy money. Company managers forget that front-line determines the success of the company.

It is still a well-known opinion that good customer service means few or non-customer complaints, forgetting that  Service Excellence is more than that.

Course Overview
Understand the requirements of Service Excellence RET-CEX-1010-1.1 with the knowledge and skills to create a positive customer experience.

Course Synopsis
This course covers understanding the customers, their needs, expectations, preferred choices, and creating a positive customer experience by providing customised go-the-extra mile service that exceeds customer expectations. The course provides the participants with the knowledge and skills to demonstrate the qualities and characteristics of a service professional, effective communications skills, and escalating feedback and areas for improvement to enhance customer experience.

Course Aim
The course aims to equip new staff / existing staff with the mind-set 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.

Course Objectives
On completion of this unit, the learner will have the knowledge and capabilities to provide excellent customer experience. This includes:
• Understanding customers
• Creating a positive customer experience
• Demonstrating the qualities and characteristics of a service professional
• Adopting effective communication skills
• Projecting a professional image
• Improving through feedback

Course Duration
A total of 16 hours of training, including time allocated for the assessments.

Certification Obtained and Conferred by

Statement of Attainment (SOA) from SkillsFuture Singapore (SSG)

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