Boost customer satisfaction by customising your service offerings to meet the individual needs of your customers and deliver the services they desire, when they want them.

Develop and Customise Service Offerings trains participants to develop customised service offerings. It includes planning, developing and implementing a range of services to exceed customers' expectations, and improve the overall service standard.

On completion of this module, trainees would have acquired the knowledge and application skills in applying customer intelligence to develop better service offerings. It includes planning, developing and implementing the service range to exceed customer expectations, monitoring customer response to changes in service offerings and using technology to improve customised service offerings.

Learners that are certified competent receive a Statement of Attainment (SOA) by the Workforce Development Agency (WDA).

Plan, develop and implement improvements to the service range to exceed customer expectations

• Access and utilise customer information and demographic profiles to generate ideas for improving the customer service range.
• Analyse and interpret information to identify and assess customer needs, expectations and satisfaction levels.
• Select and develop suitable ideas for service improvement in collaboration with relevant personnel.
• Seek management buy-in for improvements to the service range.
• Implement improvements to the service range.

Monitor and evaluate customer population responses to changes in service offerings

• Access and interpret customer feedback collected by the organisation to identify patterns and trends.
• Develop tactics to respond to customer's needs and expectations.
• Customise the organisation's service offerings or processes in response to identified patterns and trends in customer feedback.

Use technology to improve the range and scope of customised service offerings

• Access and use the organisation's technologies to improve service responsiveness.
• Research technologies that support enhanced service delivery.
• Plan, apply and maintain technology to support the best possible service delivery.
  

Before starting this module, we assume that learners already:

• Have experience in analysing information on customer requirements;
• Have applied business systems and technology in a customer service oriented organisation;
• Understand the organisation's current business direction;
• Know how to access and implement the organisation's key policies and procedures; and
• Know the organisation's current product and service range.
  

Managerial staff from various service industry sectors and is particularly relevant to

• Retail
• Personal Transport Services
• Tourism, Hotel and Accommodation Services
• Food and Beverage industries
  

• Extensive experience in conducting teambuilding & team leadership
• Accelerated learning principles to enhance learning effectiveness
• Experiential learning methodology to engage learners
• Role-play & case study scenarios contextualised to organisations
• Workplace assignment enables assessment to take place in realistic conditions
  

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