Provide GEMs Service NEW!
What’s in it for my organisation?
As part of the ‘Go-the-Extra-Mile for Service’ (GEMS) Movement, OTi Consulting is proud to partner WDA in introducing the Provide GEMs Service program, a competency-based training module to equip service personnel at all levels with the right mindset, heart set and skill set to deliver spectacular levels of service!
What will I experience?
Provide GEMs Service prepares and trains service staff to go beyond merely providing routine service to delivering exceptional service by going the extra mile! Participants will learn essential skills and powerful tools that will delight customers and create lasting and memorable service experiences!
Over 2 days, you will learn:
Prepare For The Extra Mile Service
 • Qualities of a service professional
• Qualities of a Service Excellence Organisation
• Identify internal & external customers in one's organisation
• Demonstrate professional grooming and presentation according to organisational standards
• Demonstrate personal hygiene in accordance to organisational standards
• Project confidence when dealing with customers through verbal and non-verbal communication
Go Beyond First Impressions
• Acknowledge the presence of customers in a timely manner upon their arrival and for the duration of their
patronage
• Greet customers using appropriate salutations and in a friendly manner according to guidelines
• Initiate a conversation with customers and share product knowledge
• Identify customers needs and expectations to offer personalized service
• Observe customers' verbal and non-verbal messages with undivided attention
Go The Extra Mile Interactions
• Recognise situations where customers are dissatisfied
• Handle customer dissatisfaction in a calm & professional manner
• Differentiate between routine & going the extra mile service standards
• Identify options for going the extra mile based on customer's expectations & needs
• Ensure that the extra mile service is within organisation’s guideline
• Explain the extra mile service to the customer clearly & concisely
• Choose & take appropriate actions to go the extra mile
• Monitor actions to ensure that actions do not cause inconvenience to other customers
• Review the effects of going the extra mile
• Provide feedback to relevant persons in the organisation on how extra mile service can be integrated into
standard procedure
What categories of employees should I send?
Service staff across all industries. Staff who serve internal customers would also find the session useful in their daily operations.
Duration
2-day session
(16 training hours)
Course Fees
For enquiries on course fees, please contact the belowmentioned.
Course Dates
For enquiries on in-company runs, please contact the belowmentioned.
Contact Person
Perryn / Hui Ling
Tel: 6225-7811
Email:perryn_khoo@oticonsulting.com or boo_huiling@oticonsulting.com
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