2 Days Course - 9.30am to 6.00pm



Why Service Excellence is important?

About Service Excellence

Customer feedback is a great way for companies to improve their products and services. However, dealing with feedback, and in particular, complaints can be a very challenging part of anyone’s job. Great communication contributes to happy customers.

Using the appropriate word choices and tone can help you win over your customer and turn them into loyal customers. The purpose of this workshop is to give you some tips and techniques to effectively deal in these challenging situations.

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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