As service providers race to achieve service excellence, the process requires them to reccognise that their individual contribution adds value to a customer’s overall experience. To “wow’ customers is to exceed expectations of the customers. A confident service provider will provide assurance and enhance the overall service experience for their customers.

Course Objectives

At the end of the programme, participants will be able to:

• Identify the importance of one’s role in a service value chain
• Identify types of customers and the information commonly sought by them
• Identify opportunities to provide ‘wow’ service
• Report service performance issues that affect organisational service standards

Who Should Attend

Service professionals from service industries dealing with internal or external customers.

Pre-requisites

Nil

Course Duration

8 hours / Full Time

Course Outline

Service Team

• Participants will be engaged through a learning activity that focuses on the effect of a service chain. The concept of service blueprint will be introduced and participants will be able to identify the importance of their roles at the workplace.

Service Participation

• Participants will learn about the different types of customers, identify meanings behind their unspoken and spoken questions, while finding answers to meet their requirements.

Service Delivery

• Participants will learn to identify opportunities to turn a customer’s experience from something expected and ordinary to a ‘wow’ through making small changes while paying more attention to details. Participants will also partake in an activity that allows them to practice delivering a ‘wow’ service as a cohesive team and with effective communication skills.

Service Issue

• Participants will learn to raise service performances that may lead to a service issue, use the ‘5A’s concept to handle a service issue and practice raising service performances issues to the supervisor.

Method of Instruction

English

Trainer : Trainee Ratio is 1:30

Mode of Assessment/Examination

Nil