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

Full Course Fee (before SSG subsidy) Nett Fee Payable
S’poreans or PRs (subsidy up to 50% of course fee) S’poreans age ≥ 40 years old or Enhanced Training Support for SMEs (subsidy up to 70% of course fee)
$448 $224 $134.40
Absentee Payroll Funding for Employers
Singapore Citizens and Permanent Residents Singapore Citizens aged 35 and above (or Persons with Special Needs aged 13 and above), earning a monthly salary ≤$2,300
$4.50 per hour (of course duration), capped at $100,000 per enterprise per calendar year 95% of hourly basic salary

 

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 SkillsFuture Singapore (SSG).

For course enquiries or registration, 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.