WSQ SERVICE EXCELLENCE: DELIVER SERVICE EXCELLENCE (OPERATIONS)

What’s in it for my organization?
This module guides participants to have the knowledge and skills to apply organizational service values and use organizational systems to provide excellent customer service, follow-up post/sales service support, utilize and update a customer database when working individually and in service teams.

What will I experience in this learning journey?

This module covers the following:

Apply Organizational Service Values and Systems

• Use organizational service culture and values to guide service delivery decisions
• Communicate service delivery procedures and policies to customers and staff clearly and courteously, where necessary
• Source work instructions relevant to a personal job role
• Use organizational systems and follow organizational procedures to carry out service tasks
• Use organizational systems and follow organizational procedures to record service processes or outcomes

Contribute to Service Team Effectiveness

• Communicate with other service team members to identify service team purpose, goals, plans, objectives and each member’s roles and responsibilities
• Participate actively in service team activities to achieve service team objectives
• Accept responsibility for personal and team performance by seeking assistance/ support from team members and providing assistance/ support to service team members where necessary
• Give and receive feedback to identify and resolve problems which impede service team performance
• Role model behavior, within the team, to enhance the organization’s image
• Follow accepted workplace communication systems and procedures to communicate with service team members and relevant managers

Follow-Up Post Sales/ Service Support

• Assure customers of service delivery promise, provide personal contacts details and/or obtain customers’ personal contact details at close of transaction
• Inform customers of changes impacting on fulfillment on service delivery promise, where appropriate
• Respond promptly to resolve customers’ post service delivery problems

Utilize and Update a Customer Database

• Uphold the confidentiality and security of the customer database as required by organizational policy and legal requirements
• Store accurate customer records securely according to organization’s policies and procedures
• Accurately identify and follow up with regular and/ or targeted customers in accordance with the organizational marketing policy
• Utilize customer records to notify customers accurately on products and services of possible interest
• Record purchases related to customer clubs and reward schemes where required according to the organization’s promotional activities

Upon successful completion of the course, the participant will obtain a Statement of Attainment from the Singapore Workforce Development Agency (WDA)

Who would benefit from this learning experience?

Operational staff in service industry sectors who serve both internal and external customers 

Duration
2-day session
(16 training hours)

Course Fees
$290 per pax (Eligible for SDF & SRP support)
*Price is subject to prevailing GST

Course Dates
In-house training only.

Contact Person
Client Services
Tel: 6325-4982
Email: enquiries@otisdc-consulting.com