Provide Go the Extra Mile Service (Service Excellence)

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

TypeIndividuals
Singapore Citizens and Permanent Residents (Aged ≥ 21 years old)Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years oldSME-sponsored Singapore Citizens and Permanent ResidentsNon-SME-sponsored Singapore Citizens and Permanent Residents
Type of Funding
SkillsFuture Funding (Baseline)SkillsFuture Mid-career Enhanced SubsidySkillsFuture Enhanced Training Support for SMEsSkillsFuture 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.

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

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

With effect from 1 Jan 2024

TypeIndividuals
Singapore Citizens and Permanent Residents (Aged ≥ 21 years old)Employer-sponsored and Self-Sponsored Singapore Citizens aged ≥ 40 years oldSME-sponsored Singapore Citizens and Permanent ResidentsNon-SME-sponsored Singapore Citizens and Permanent Residents
Type of Funding
SkillsFuture Funding (Baseline)SkillsFuture Mid-career Enhanced SubsidySkillsFuture Enhanced Training Support for SMEsSkillsFuture 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
February 28, 2024 - February 29, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Closed
March 21, 2024 - March 22, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Closed
April 18, 2024 - April 19, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Closed
May 28, 2024 - May 29, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Closed
June 27, 2024 - June 28, 2024 (9:00 am - 6:00 pm)
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Closed
July 23, 2024 - July 24, 2024 (9:00 am - 6:00 pm)
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August 22, 2024 - August 23, 2024 (9:00 am - 6:00 pm)
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September 23, 2024 - September 24, 2024 (9:00 am - 6:00 pm)
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October 24, 2024 - October 25, 2024 (9:00 am - 6:00 pm)
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November 19, 2024 - November 20, 2024 (9:00 am - 6:00 pm)
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December 12, 2024 - December 13, 2024 (9:00 am - 6:00 pm)
[Online LIVE stream via Zoom]
Register Now