Offer Customised and Personalised Service - Culture, Customs & Etiquette aims to equip participants with the know how to facilitate access and communicate product and service information. Participants will also learn how to make recommendations to meet customers' personal needs, and exceed their service expectations.

This 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).

This programme is customised for the needs of service staff that regularly interact with Tourists from CHINA and INDIA. Participants will learn about Chinese and Indian Culture, Customs and Etiquette and how to effectively provide good service to customers of these nationalities.

Experiential methods of learning will be applied to enable participants to learn and practice the concepts and skills taught during the programme:

• Mini lectures to succinctly explain the concepts and theories supporting this module
• Interactive group participation and discussions on knowledge and procedural process
• Group and individual exercises for practical activities including role-plays
• Mutual sharing and feedback on performance
• Written Assessment

Gain knowledge of your organisation's products and services.

• Source relevant and accurate information on the organisation's products and services to enhance personal knowledge.
• Develop and maintain knowledge of the organisation's products and services to enhance service delivery.
• Record and share product and service information learnt with colleagues.

Provide commonly sought information by customers.

• Identify commonly sought information by customers.
• Profile of our customers : Emphasis on Chinese and Indian Customers
  - Understand the societal, cultural norms and superstitions and beliefs of India and China
• Acquire and enhance knowledge to provide information that is commonly sought by customers.
• Share information acquired with colleagues to assemble a shared database of commonly sought information.

Offering customised and personalised service

• Identify customers requiring personalised service and apply appropriate methods to personalise service to customers.
  - Common likes and dislikes of Indian and Chinese Tourists such as Common food preferences, dressing and colour preferences.
  - Examples of scenarios in which tourists may require personalised service
  - Avoid stereotyping
  - Understand the etiquette required when dealing with Chinese & Indian tourists.
  - Learn about gift giving etiquette, non-verbal communication cues in relationship building and communication techniques.
• Recognise and act upon appropriate opportunities to deliver service excellence according to organisational guidelines and procedures.
• Learn to be proactive and take initiative to personally provide additional service to customers.
  -Extra tips in building relationship and communication with Chinese & Indian tourists
• Seek information or advice to meet customer requirements outside own area of responsibility or knowledge, or refer customer to relevant personnel.
  - Common questions asked by Indian and Chinese tourists, which you should know
• Follow-up professionally with customers according to agreed timelines.
• Communicate customers' unique requirements to colleagues.

Deliver service to a diverse range of customers.

• Handle diverse groups of customers and learn to cater customer service delivery to their needs.
• Vary personal approaches, taking into account customers' beliefs, expectations and needs.
• Work with colleagues to identify consistent approaches that team members should adopt when dealing with particular groups.
• Ensure consistent service delivery.
• Follow procedures to handle problems related to delivering service to a diverse range of customers.