WSQ SERVICE EXCELLENCE: OFFER CUSTOMIZED AND PERSONALIZED SERVICE (OPERATIONS)

What’s in it for my organization?
This module guides participants to have the knowledge and application skills to proactively offer and promote service to customers. It includes accessing and communicating detailed product and service information sought by a diverse range of customers; in order to make recommendations that meet customers’ personal needs.

What will I experience in this learning journey?

This module covers the following:

Study and Update Own Knowledge on Organization’s Products and Services

• Source relevant and accurate information on the organization’s products and services to enhance personal knowledge
• Develop and maintain knowledge of products and services to enhance service delivery
• Record and share product and service information learnt with colleagues

Develop Knowledge that Addresses Information Commonly Sought by Customers

• Identify information commonly sought by organization customers
• Acquire and maintain knowledge to address information commonly sought by customers
• Share information acquired with colleagues to assemble a shared database of commonly sought by information

Identify and Act upon Opportunities for Offering Customized and Personalized Service

• Identify customers requiring personalized service
• Apply appropriate methods to provide customers with personalized services
• Recognize and act upon opportunities for providing customized and personalized service
• Take initiative to personally provide additional service to customers
• Seek information or advice to meet customer requirements outside own area of responsibility or knowledge, or refer to customer to relevant personnel
• Follow up professionally with customers according to agreed timelines
• Communicate customers’ unique requirements to colleagues in accordance with organizational procedure

Deliver Service to a Diverse Range of Customers

• Follow organizational procedures and guidelines that seek to make customer service inclusive for diverse customer groups
• Show respect and vary personal approaches to take into account customer’s beliefs, expectations and needs
• Work with colleagues to identify consistent approaches that team members should adopt when dealing with diverse customer groups
• Ensure consistent service delivery by adhering to organizational guidelines and procedures

Follow organizational procedures to handle problems related to delivering service to diverse customer groups

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
TBA

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