Provide Go-the-Extra-Mile Service (Service Excellence) (Synchronous e-learning) (16 hrs)
Course Code: TGS-2021002639 | SSG Funded
*Online Learning*
This 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.
Participants who fulfil all requirements will receive a Statement of Attainment (SOA) issued by the SkillsFuture Singapore (SSG).
- Recognise the diverse range of customers and their needs and expectations
- Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
- Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
- Escalate feedback on areas of improvement to enhance the customer experience
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
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
With effect from 1 Jan 2024
| 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 |
Skill Code: RET-CEX-1010-1.1
Skill Title: Service Excellence-1
Funding valid till 15 Feb 2025
* Please click HERE for detailed information on general terms and conditions.
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
- Recognise the diverse range of customers and their needs and expectations
- Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
- Create a positive customer experience by offering customised and personalised service in accordance with organisation guidelines
- Escalate feedback on areas of improvement to enhance the customer experience
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
Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.
This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.
Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm
With effect from 1 Jan 2024
| 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 |
Skill Code: RET-CEX-1010-1.1
Skill Title: Service Excellence-1
Funding valid till 15 Feb 2025
* Please click HERE for detailed information on general terms and conditions.
* Please click HERE for detailed information on course fee funding schemes, SkillsFuture credit, and complete listing of funded courses. This course is eligible for use of SkillsFuture credit.
Course Application
| Details | Registration |
|---|---|
|
January 25, 2024 - January 26, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
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February 28, 2024 - February 29, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
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March 21, 2024 - March 22, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
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April 18, 2024 - April 19, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Closed |
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May 28, 2024 - May 29, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
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June 27, 2024 - June 28, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
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July 23, 2024 - July 24, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
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August 22, 2024 - August 23, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
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September 23, 2024 - September 24, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
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October 24, 2024 - October 25, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
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November 19, 2024 - November 20, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
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December 12, 2024 - December 13, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
|
Register Now |
