Provide Go-the-Extra-Mile Service (Service Excellence) (16 hrs)
Contact our specialist Christine Kong at +65 6376 0777 or write to [email protected] for more information.
Enquire HEREThis course covers knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
Course Contents
Recognise the diverse range of customers and their needs and expectations
- Understand and identify the needs and expectations of the various groups of customers unique to the organisation with consideration for groups of customers that require special needs
Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
- Demonstrate service behaviours that support the qualities and characteristics of a service professional
- Understand the importance of go-the-extra-mile for service; its implied significance to oneself and the organisation
Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
- Identify opportunities in the interactions with customers to provide delightful moments to enhance their experience with the organisation
- Apply the principles of effective communication when creating the positive customer experience
- Know when and what kind of customised and personalised services may be tailored to delight the customers
- Know when and how to up-sell and / or cross-sell to customers, whenever appropriate
Escalate feedback on areas of improvement to enhance the customer experience
- Understand the importance to give feedback on areas for improvement to the appropriate personnel in the organisation
- Escalate feedback on areas for improvement with relevant information such as the details of the areas for improvement, suggestions for improvement, benefits of the improvement, and possible impact of the improvement
| Type | Individuals | |||
| Singapore Citizens and Permanent Residents (Aged ≥ 21 years old) | Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years old | SME-sponsored Singapore Citizens and Permanent Residents | Non-SME-sponsored Singapore Citizens and Permanent Residents | |
| Type of Funding | ||||
| SkillsFuture Funding (Baseline) | SkillsFuture Mid-career Enhanced Subsidy | SkillsFuture Enhanced Training Support for SMEs | SkillsFuture Training Support for Non-SMEs | |
| Course Fee | $420.00 | $420.00 | $420.00 | $420.00 |
| Less: SkillsFuture Funding | $210.00 | $294.00 | $294.00 | $210.00 |
| Total Nett Fee | $210.00 | $126.00 | $126.00 | $210.00 |
| Add: GST @ 9% of Course Fee | $37.80 | $37.80 | $37.80 | $37.80 |
| Total Fee Payable to SQC | $247.80 | $163.80 | $163.80 | $247.80 |
Course Code: TGS-2019504751 (valid till 26 Nov 2025)
Skill Code/Title: RET-CEX-1010-1.1 (Service Excellence-1)
*This programme is customisable to suit organisational needs. Kindly contact us for more information.
What Our Clients Say...
"The examples used by the trainer were spot on. Similar to this course, he went the extra mile by explaining concepts thoroughly and ensuring we stayed engaged throughout the class. He also shared many personal and real-life examples, which I believe contributed to his effectiveness as a teacher.” - Irni Binte Suliman
"Very informative and proactive. Easy to understand." - Rodriguez
"Everything is understandable and exciting. It was not boring at all! There's nothing to improve. It's really interesting!" - Mohamed Rosdi
Contact Person: Christine | Email: [email protected] | Mobile: +65 6376 0777
