In today’s highly competitive industry, many successful companies capitalise on service excellence to differentiate themselves from their competitors. However, different customers may perceive service excellence differently. For some customers it may mean service reliability, for others, it may mean product knowledge; responsiveness or empathy of the staff. Regardless of different customers’ expectations towards service, learners can practice Service MAGIC when delivering excellent service to delight customers.

The topics in this course include:

• Service and Me
• Product Knowledge in Service
• Service MAGIC in Action
• Service Provided to Diverse Group of Customers

Course Objectives

At the end of the course, learners will be able to

• Develop a service mindset
• Use product knowledge when serving customers
• Practice service MAGIC when offering personalised service to customers
• Apply SHARE principles when handling diverse group of customers

Who Should Attend

Frontline staff from service sectors and support staff dealing with internal or external customers who require customized service solutions.

Pre-requisites

NIL

Course Duration

8 hours

Course Outline

Service and Me

• In this segment, learners will take an introspective view on service and what service means to them, especially in the Singapore context.

Product Knowledge in Service

• In this segment, learners will focus on developing good and accurate product knowledge in order to create magical moments for customers. Prior to addressing customer’s needs and expectations, it is essential to help customers uncover what they really want.

Service MAGIC in Action

• In this segment, learners will learn about the MAGIC that they can apply when personalising service to customers. Keeping a lookout for service opportunity, being an effective communicator and practicing ‘No Wrong Door’ approach are some good practices to adopt and apply.

Service Provided to Diverse Group of Customers

• In this segment, learners will discuss about the different types of customers they may face and the potential customer’s emotions that they may need to manage at their workplace. ‘SHARE’ principles can be employed to handle issues relating to service delivery.

Method of Instruction

English

Trainer : Trainee Ratio is 1:24

Mode of Assessment/Examination

NIL