Provide Go-the-Extra-Mile Service (Service Excellence) (Synchronous e-learning) (16 hrs)

Course Code: CRS-Q-0040234-RET

*Online Course*

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

The course will be conducted through online LIVE streaming via Zoom. 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

Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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.

Key Benefits
  • 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
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
Learning Methodology

The course will be conducted through online LIVE streaming via Zoom. Participants will undergo experiential learning through mini-lectures, group discussions, role plays, quizzes, and videos.

Who Should Attend

This course is suitable for customer-facing staff, customer service representatives, call centre officers, store advisors, and service crew.

Course Details

Duration : 2 days (16 hrs)
Time : 9:00am to 6:00pm

Course Fee : $310.00
Nett Fee Incl. 7% GST : $331.70
Nett Fee after Training Grant* : $52.70 (SMEs) | $83.70 (Non-SMEs / Self-Sponsored)
Nett Fee after MCES* : $52.70

Enhanced Absentee Payroll (w.e.f 1st May 2020)

For SMEs / Non-SMEs (90% of hourly basic salary, capped at $10 per trainee-hour) : $160.00

* 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
February 20, 2020 - February 21, 2020 (9:00 am - 6:00 pm) Closed
March 16, 2020 - March 17, 2020 (9:00 am - 6:00 pm) Closed
May 11, 2020 - May 15, 2020 (9:00 am - 1:00 pm) Online LIVE stream via Zoom
[Dates : May 11, 12, 14 & 15]
Closed
June 22, 2020 - June 26, 2020 (9:00 am - 1:00 pm) Online LIVE stream via Zoom
[Dates : Jun 22, 23, 25 & 26]
Closed
July 20, 2020 - July 21, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Closed
August 17, 2020 - August 18, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now
September 21, 2020 - September 22, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now
November 9, 2020 - November 10, 2020 (9:00 am - 6:00 pm) Online LIVE stream via Zoom Register Now