Service Challenges (synchronous E-learning)
Training Provider: NATC INSTITUTE PTE. LTD.
Course Reference: TGS-2019501720
S$210
Original: S$420
Save S$210
About This Course
To train service staff to determine customer requirements and sell products and services to meet customers’ need and expectation. It also includes providing direction and guidance to team members through regular engagement, modelling of service excellence, go-for-extra-mile, leadership and expected behaviours.
What You'll Learn
Knowledge
• Organisation’s vision, mission and values
• Type of customers
• Customer needs and expectations
• Qualities and characteristics of a service professional
• Importance of go-extra-mile for service to oneself and the organisation
• Principles of effective communication
• Non-verbal communication skills
• Method of project a professional image and persona
Application
• Recognise the impact of one’s professional image and persona on the organisation
• Project a professional image and persona
• Demonstrate effective communication skills when interacting with customers
• Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
• Create a positive customer experience by offering customised and personalised service
• Escalate feedback on areas of improvement
• Organisation’s vision, mission and values
• Type of customers
• Customer needs and expectations
• Qualities and characteristics of a service professional
• Importance of go-extra-mile for service to oneself and the organisation
• Principles of effective communication
• Non-verbal communication skills
• Method of project a professional image and persona
Application
• Recognise the impact of one’s professional image and persona on the organisation
• Project a professional image and persona
• Demonstrate effective communication skills when interacting with customers
• Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
• Create a positive customer experience by offering customised and personalised service
• Escalate feedback on areas of improvement
Course Details
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