Making sure that customers are constantly happy depend on successfully establishing and maintaining an effective team, achieving customer retention and assessing service levels for continual improvement
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The Deliver Service Excellence programme prepares your frontline service staff to communicate effectively with a diverse range of customers and colleagues and learn to provide excellent service whilst applying the organisational service system.
Deliver Service Excellence is a competency-based programme. Competencies acquired during the programme will be assessed and participants will receive a Statement of Attainment by Workforce Development Agency (WDA).
| COURSE OUTLINE |
| Apply Organisational Service Values and Systems |
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Apply organisational service culture and values to guide service delivery decisions.
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Use organisational systems and follow organisational procedures to carry out service tasks, record service processes or outcomes.
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Communicate service delivery procedures and policies to customers and staff clearly and courteously.
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Seek advice from relevant personnel in clarifying service systems and procedures when appropriate.
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| Contribute to Service Team Effectiveness |
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Communicate with other service team members to identify service team purpose, goals, plans, objectives and each member's roles and responsibilities.
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Accept responsibility for personal and team performance by seeking assistance/ support from team members and providing assistance/ support where necessary.
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Give and receive feedback to identify and resolve problems which impede service team performance.
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Follow accepted workplace communication systems and procedures to communicate with service team members and relevant managers.
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| Follow-up Post Sales / Service Support |
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Assure customers of service delivery promise, provide personal contact details and/or obtain customers; personal contact details at close of transaction.
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Inform customers of changes impacting on fulfillment on service delivery promise, where appropriate.
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Respond promptly to resolve customers' post service delivery problems.
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| Utilise and Update a Customer Database |
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Uphold the confidentiality and security of the customer database as required by organisational policy and legal requirements.
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Store accurate customer records securely according to organisation's policies and procedures.
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Accurately identify and follow up with regular and /or targeted customers in accordance with the organisational marketing policy.
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Utilise customer records to notify customers accurately on products and services of possible interest.
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Record purchases related to customer clubs and reward schemes where required according to the organisation's promotional activities.
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LEARNING OUTCOMES |
| At the end of the programme, participants should be able to: |
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Translate organisational service values and systems into appropriate service delivery actions.
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Enhance the organisation's image by displaying the expected role model behavior.
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Communicate effectively with colleagues to identify service team purpose, goals, plans, objectives and each member's roles and responsibilities.
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Perform service follow-up in line with the organisation's promotional schemes such as customer's loyalty or reward programme.
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| METHODOLOGY |
To enable participants to learn and practice the concepts and skills taught during the programme, these experiential methods of learning will be applied: |
- Mini-lectures
- Activities
- Role Plays
- Group Discussions/Exercises/Presentations
- Written Assessment
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| WHO WILL BENEFIT |
Service staff from various service industry sectors, backroom staff with functional responsibility working with internal customers.
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 Back
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1) 11,12 OCT
2) 08,09 NOV
3) 13,14 DEC
(All registrations must be received 3 weeks before commencement date)
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