Service Excellence

About This Course

The main target learners for this course are security personnel and frontline staffs alike who are assigned to work in premises that require them to perform frontline duties and possess competencies and knowledge on:

1. Professional image and the organisation
2. Qualities and characteristics of a service professional
3. Customer needs and expectations
4. Principles of effective communication
5. Provide a positive customer experience
6. Customer feedback

The proposed course Service Excellence – formerly Provide Go-the-Extra-Mile Service also served as an option of the generic skills unit required for the attainment of the WSQ Certificate in Security Operations and WSQ Higher Certificate in Armed Security.

Operationally, security officers are often deployed to premises as frontline customer-facing staffs and are usually the first point of contact. We have noticed that service buyers have shown an incremental interest and concern for the service standards provided through the inferential feedback received from our stakeholders and learners. As such, we believe that the reintroduction of this course will be beneficial as it complements the relational tie-in between security and service standards while aiding individuals in their progression pathways.

This training program seeks to equip learners with the essential knowledge and skills required to emulate the ideal service professional and exemplify “Service Excellence” in adherence the organisational procedures. The course content begins with the presentation of oneself, followed by the interaction, and concludes with escalation of feedback for continual improvement.

Upon completion, learners are expected to provide higher security standards by weaving in the knowledge and skills from this course into their work activities.