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
- Recognise the impact of one's professional image and persona on the organisation
- Demonstrate effective communication skills when interacting with customers at the workplace
- 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 customer-facing personnel who are eager to be equipped with the appropriate skillset to provide excellent service.
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
The above course fee and absentee payroll funding for SME employers are valid from 12 Sep 2022.
For individual registration, Skillsfuture Credit is available for Singaporeans aged 25 and above.
(The course fee can be offset in part or full for the portion of the course fee payable after SSG subsidy)
Statement of Attainment
Upon successful completion of 2-day training (18 hours) and course assessment, participants will receive an Statement of Attainment (SOA) from Sillsfuture Singapore (SSG).
For course enquiries or registration, please call (+65) 65670098 or email info@dsiacademy.com.sg
| Cancellation/Withdrawal Policy |
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| 1) Payment must be made to DSI Academy Pte Ltd before course commence. |
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2) Cancellations / withdrawals are NOT allowed once a written confirmation has been sent to the trainee(s). However, a replacement may be sent to attend the same course.
For cancellations received in writing, refunds will be given according to the following: |
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| Notice of withdrawal |
% refund |
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| At least 10 days |
Full refund |
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| Within 4 to 9 days |
50% |
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| Within 3 days or upon course commence |
No refund |
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3) Trainee shall be bound by the terms and conditions of any applicable funding scheme as approved by DSI Academy Pte Ltd.
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| 4) In the event that the trainee fails to meet any of the requirement set under the funding scheme or has been granted funding for the same course before thereby resulting that his/her funding application is rejected, the trainee is liable to pay the balance of the full course fee to DSI Academy Pte Ltd. |
UEN: 200809865C
Methodology
The two-day workshop would be delivered through mini lectures, case studies, role plays, video clips, and paired/group discussions.
