Creating Service Excellence
About This Course
This unit covers knowledge and application skills in equipping service staff with the mindset to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
What You'll Learn
2. Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
3. Create a positive customer experience by offering customized and personalized service in accordance with organisation guidelines
4. Escalate feedback on areas of improvement to enhance the customer experience
Entry Requirements
• Language and literacy proficiency level – Able to speak, listen, read and write in English. Employability Skills Workforce Skills Qualification (ESWSQ) Workplace Literacy (WPL) Level 3 or equivalent.
• Prerequisite skills and knowledge – Basic understanding of customer service and/or experience in interacting with customers and stakeholders, including internal and/or external parties.
• Required years of experience in relevant domain – No prior relevant work experience required.
• Minimum education level – Secondary education or equivalent.
• Other relevant details on entry requirements – Able to understand basic instructions and participate in learning activities.