Service Excellence in Action
Training Provider: Ngee Ann Polytechnic
Course Reference: TGS-2026063340
S$83
Original: S$275
Save S$193
About This Course
This one-day course is designed for service providers looking to elevate their customer interactions and foster lasting client relationships. In today's competitive landscape, exceptional service goes beyond simply meeting needs; it's about creating memorable, positive experiences.
This course will equip participants with the essential skills and mindset to confidently navigate diverse customer scenarios, transform challenges into opportunities and consistently deliver service that delights.
What You'll Learn
Upon completion of this course, participants will be able to:
1) Learn how to create and lead a welcoming and approachable environment that reflects consistent customer service excellence across all customer touchpoints.
2) Recognise and interpret customer feedback on-site by examining spoken and unspoken cues, and use these insights to drive service improvements and enhance team performance.
3) Handle and oversee complaints on the spot in a calm, confident, and solution-oriented manner, ensuring effective service recovery and high customer satisfaction.
4) Apply and guide others in using structured de-escalation techniques to manage and diffuse challenging situations professionally.
5) Follow and enforce escalation procedures and rules of engagement, ensuring issues are resolved efficiently and in line with service standards.
6) Demonstrate and role-model empathy, professionalism, and emotional intelligence towards customers and vendors, while coaching staff to remain resilient and composed under pressure.
7) Close the loop with customers by ensuring timely and appropriate follow-up actions, strengthening relationships and supporting continuous service excellence.
1) Learn how to create and lead a welcoming and approachable environment that reflects consistent customer service excellence across all customer touchpoints.
2) Recognise and interpret customer feedback on-site by examining spoken and unspoken cues, and use these insights to drive service improvements and enhance team performance.
3) Handle and oversee complaints on the spot in a calm, confident, and solution-oriented manner, ensuring effective service recovery and high customer satisfaction.
4) Apply and guide others in using structured de-escalation techniques to manage and diffuse challenging situations professionally.
5) Follow and enforce escalation procedures and rules of engagement, ensuring issues are resolved efficiently and in line with service standards.
6) Demonstrate and role-model empathy, professionalism, and emotional intelligence towards customers and vendors, while coaching staff to remain resilient and composed under pressure.
7) Close the loop with customers by ensuring timely and appropriate follow-up actions, strengthening relationships and supporting continuous service excellence.
Entry Requirements
Basic proficiency in English language
Course Details
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Note: To apply for this course, visit or contact the training provider directly.
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