WSQ Engage Service Excellence
About This Course
1. Provide Go-the-Extra-Mile Service
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.
2. Project a Positive and Professional Image
This unit covers the skills and knowledge to equip service professionals with the right grooming and professional image required for building confidence and projecting a positive image. It also involves equipping them with a positive and customer-oriented mindset to impress and wow their customers in their day-to-day engagement.
What You'll Learn
1. Recognise the diverse range of customers and their needs and expectations
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
For Project a Positive and Professional Image
1. Recognise the impact of one’s professional image and persona on the organisation
2. Project a professional image and persona in accordance with organisational guidelines
3. Demonstrate effective communication skills when interacting with customers at the workplace
Entry Requirements
Be able to speak, listen and read English at a proficiency level not lower than the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) level 3.