WSQ Provide Go-The-Extra-Mile Service (PGEMS)

About

On completion of this course, participants will be equipped with the mindset to go the extra mile in providing excellent service which 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 customer experience.

Learning Outcomes

Participants will learn to:

  • 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 customized and personalized service in accordance with organisation guidelines
  • Escalate feedback on areas of improvement to enhance the customer experience

Who Should Attend

This course is suitable for front-line, operational and support staff who are involved in the process of creating a positive customer experience. 

Course Pre-requisites

Participants should:

• Have an understanding of the organisation’s product and service offering

• Have an understanding of the organisation’s structure, standard operating procedures and guidelines on

  customer service

• Be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce

  Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 3

 

Course Dates and Investment

  • 10 & 11 October 2017
Nett Fees S$39* (after WSQ funding, terms and conditions apply) 
Full Fees S$390

 SkillsFuture Credit Mid-Career Enhanced Subsidy is available from 1 October 2015 onwards.  Singaporeans aged 40 and above may enjoy up to 90% course fee subsidies of WDA-supported certifiable courses.

Statement of Attainment

Upon completion of the 2-day training (16 hours), participants will receive a Statement of Attainment (SOA) from WDA.

For course registration or enquiries, please call (+65) 65670098 or email info@dsiacademy.com.sg

Methodology

The two-day workshop would be delivered through mini lectures, case studies, role plays, video clips, and paired/group discussions.  

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