Essential Skills for Achieving Service Excellence
About This Course
This WSQ Essential Skills for Achieving Service Excellence course empowers individuals to provide outstanding service that meets and exceeds customer expectations. The course begins by helping learners understand the different types of customers, their behaviours, and how to effectively identify and fulfil their needs. It then moves on to focus on personal presentation and professional conduct, guiding participants to consistently project a confident and polished image that positively represents their organisation.
Participants will build strong communication abilities, using both verbal and non-verbal techniques to create meaningful and effective interactions. Through real-world examples and active practice, learners will adopt a service mindset that goes the extra mile, offering personalised experiences that boost customer satisfaction and loyalty. The course also covers how to handle feedback constructively and escalate suggestions for improvement, empowering service professionals to drive continuous improvement in the customer journey.
What You'll Learn
LO1: Define customer and their needs and expectations
LO2: Project a professional image and persona
LO3: Communicate effectively with customers
LO4: Demonstrate the qualities of a service professional by delivering exceptional, go-the-extra-mile service that exceeds customer expectations.
LO5: Create a positive customer experience through customization and personalization
LO6: Managing feedback to enhance customer experience
Entry Requirements
Knowledge and Skills
• Able to operate using computer functions
• Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)
Attitude
• Positive Learning Attitude
• Enthusiastic Learner
Experience
• Minimum of 1 year of working experience
Target age group: 21-65 years old